Fitbit

We have located customer's case in our internal CRM and continue to further assist

I still can not use my FitbitBorrowing a computer every time I need to sync my tracker is unrealistic I paid a lot of money for the top of line tracker, I can not even use it because the Time is offMy tracker completely died and ever since then it has been inoperableI have tried the troubleshootingBut even Fitbit says the engineers are trying to update the program and that they are awareBut it has been several days nowIf possible send me a replacement or refund my money I love the tracker but these annoyances are very frustratingThank You Complaint: 11896093I am rejecting this response because:Sincerely,Mike Orozcco

Complaint: [redacted] I am rejecting this response because: The same generic response has been sent to me regarding this matterAlthough I asked to speak with a supervisor, the.matter has not been addressedI stated that Fitbit is aware of the product defect and that was not addressed in the responseThe representative from Fitbit that I chatted with on May 7, recognized that there has been a reported defect in the product and did not refer me to a supervisor, as requestedI should not have to purchase a new product when the company is aware of the known defect of my current product.Sincerely,Kiaira Mcclenton

Complaint: [redacted] I am rejecting this response because: I'm sorry, but I find this response simply unacceptable I am sending along to you with my complaint several screenshots of people making the exact same complaint as mine, taken from the Fitbit FB page Please aware I was able to find several examples, just within the last hours, on their own page Going back further would just give me more examples.The fact remains that the product has a design problem I've seen the exact same defect in of my own trackers, and looking at their Facebook page shows many, many other unsatisfied customers who've seen the same defects with the backplate separating, or the band separating from the tracker Almost all of them also have the same complaint about customer service expecting them to buy a new product.To say the warranty is one year should be for the product, regardless My first one lasted 6-months, and I was thrilled when you replaced it, but to have the second one last the exact same time, and fail in the exact same way is problematic It tells me that if I buy another HR, I can count on it lasting 6-months, being replaced once, and then failing again after the warranty? If the Charge HR is obsolete, then I want a replacement that doesn't have these problems As I've said in my previous emails, these products are too expensive to treat them as disposable, and I'd call a lifespan of 6-months disposable Before they make claims that I didn't care for it properly, I'll put out there that I'm neurotic about caring for my belongings I've had the same pair of Ray-Ban sunglasses for years now I think I cared for my tracker as well as can be hoped for The offer of an online membership is just a salve to the problem I'm still stuck with buying a new tracker to replace one that only lasted months Fitbit makes more money off of me, for a product that is defective I'd like a new tracker that can be guaranteed to last over a year If this is a different model, so be it I hope they will make this right, [redacted] Sincerely,Cynthia Spezia

Initial Business Response / [redacted] (1000, 5, 2016/03/21) */ We have found the customer's case in our internal tools and will be reaching out before the end of the business day

Revdex.com:I have reviewed the response made by the business in reference to complaint ID 11627039, and find that this resolution is satisfactory to meSincerely, Angela Germain

Initial Business Response / [redacted] (1000, 7, 2015/08/17) */ We will reach out to this customer through our internal system

We have located customer's inquiry in our internal CRM and continue to assist customer to move towards a resolution

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] the company has again stated that in my mail on Friday would be a check I was patient and again checked the mail on Saturday and there was no payment from them They not being honest in their statement about resolution and THEY PROMISED TO SEND IT VIA UPS AND/OR FEDEX AND WOULD PROVIDE TRACKING THEY have not done this and this started in March They could not support their device which has is the problem with the device They offered a partial refund which did not cover a replacement device I think that if they promised you one thing, you get it deliveredThey think that because of their market share that they can be deceive and keep people's money when they claimed days processing in March and then said in writing in April is was processed and sent that they would send tracking Then again they sent a message Friday evening that it was in my Friday's mailIt was not I gave them Saturday and they too did not deliver They will not provide a tracking number and no proof of refund that they owe.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: The response I got from fitbit was a canned answer of the first E-mail to notify me that Failed watchband makes the [redacted] needing replacement and since it is passed warranty (they've now increased the time from one month to months passed warranty current date) they will give me a *** coupon discount coupon to buy another one The person on this E-mail is different [redacted] * and fitbit team I have never had a watchband fail after a year let alone make a ~ [redacted] device useless and need to be replaced The business response is not addressing getting a watchband replacement.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: They did not do or fix anythingSame old same old I have only got one email from them- I did not respondThey do not listenThey replace and move on I do not want a replacement I want a fix Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 6, 2015/12/01) */ After looking up the [redacted] 's case, we see that the issue has been resolved with help from a Team LeadIf the [redacted] needs any further assistance, he can respond to the Aria scale case that was created in our systemWe will monitor the case and assist further, if needed Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/12/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) The issue has been resolved

Initial Business Response / [redacted] (1000, 5, 2015/05/08) */ We have located the case for the customer in our systemWe have reviewed the case, and the representatives involved will be coached accordinglyThe customer can expect a response to their original case within the next business day

Complaint: [redacted] I am rejecting this response because, Fitbit has the digital serial number from my Fitbit Blaze You have the technology to turn off my lost fitbit blaze but will not use it This is a disservice to the thousands of people who have lost their tracker and are forced by your company to purchase another oneIn comparison to a cell phone, AT&T has an application that gives you the ability to Suspend, Reactivate a cell phone It also provides apps like "Find My iPhone" to assist with locating lost/stolen phones Further, you have the email address of the person who "paired" my lost fitbit blaze with their fitbit app and again you will not use the email to contact the person who is using my lost/stolen fitbit blaze Sincerely, [redacted]

We will continue to follow up on this case with our internal toolsThe customer can expect a response within the next business day

Hi, We appreciate you taking the time to contact us, but unfortunately we can't support this type of request through the Revdex.comFor further assistance please visit the Help Center to find the best way to report this kind of issue: [redacted] Thanks, The Facebook Team

Initial Business Response / [redacted] (1000, 5, 2015/06/04) */ We've received the customer complaint through the Revdex.com portal, and have subsequently located the case to which he is referring to in our systemWe will be following up on the aforementioned case momentarily

We will assist the customer via our systemThe customer can expect a response by the end of the day tomorrow

Initial Business Response / [redacted] (1000, 5, 2015/12/23) */ Someone will be reaching out to the [redacted] through their case providing them with the needed support to resolve this case Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) A representative from Fitbit reached out to me and issued a full refund for my product My issue has been resolved

Complaint: [redacted] I am rejecting this response because: this is unacceptableI may be over my original one year warranty from the initial purchase in February 2015, but I have yet to have a Fitbit Charge HR for an entire yearThe current Charge HR that I have, I received March 2016, and it started falling apart back in SeptemberAs well, this is a manufacturer defect, Fitbit knows that this an issue, but refuse to do anything to repair their manufacturer defectI am not the only customer who has had this issue, as their message boards and other message boards all over the internet are full of people's complaintsAll one needs to do is do a quick internet search "Fitbit Charge HR Band Issues" and there are a whole host of sites and Youtube videos detailing other customers' issues with their Charge HR bands If the band damage was my fault, I would accept 100% responsibility for this, but since this isn't, and it is a well known issue with many customers having the same problem, I would like to see some sort of resolution above the 25% discount that they are offeringOn top of that, they stopped making the Charge HR more than likely as a result of all the customer complaintsThey tried telling me that this is an isolated issue, which I know it isn'tThis isn't the first one of mine that fell apart and I know many other people (friends, coworkers) that have the exact same issue If Fitbit can't refund me my original purchase price or provide me with a Charge as a replacement, I feel the least they could do is offer me a Charge and I will pay the difference in between the Charge HR and Charge I don't feel that this is fair business practices.I still don't understand how Fitbit can even begin to think or say that they Charge HR meets a fair standard of reasonable useI would like to see a resolution better than what was offered Sincerely, [redacted]