Fitbit

Hi, we are unclear why we are just receiving this case in the Revdex.com portal, as it was reported on 4/We have already responded to this customer and the case is considered resolved

Complaint: [redacted] I am rejecting this response because: There wasn't a specific time period noted in "assisting" meI called twice - the first time took more than seven minutes to reach someone in "technical support." However, my call was answered immediately when I selected the option to make a purchaseAll consumers should have the same response timeI have already waited hours for a return call from Fitbit even after contacting the Revdex.comI was told that my request for assistance was tagged as "return call" and "priority." A hour response time is too long, irresponsible and insensitive to those who invested time and money with your companyYou website indicates that requesting assistance via email would take the same amount of time as reaching out by phoneIndicate that on the website instead of making consumers feel like they do not matter Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: We got a replacement months ago and they should honor their year warranty I received a response from [redacted] at FitBit and he is trying to say that the year warranty started December 25, which is not the start of the year warranty when we got the replacement I am very unhappy with the canned response that [redacted] sent out! Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I don't want to purchase another watchI want my watch repairedI haven't had it a yearSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:the business offered a 25% discount towards a new purchase of a deviceMy device came apart after one year and a few daysI am expecting a refund or a full creditThere is something wrong with the quality of their products if they can not stand by it for defects like mine Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Fitbit offered me 50% off a new scale I really think that based on being months out of warranty for a scale that cost $and has pages of search results matching my issue that my request is reasonable The decision of losing the loyalty of a customer over $seems like a bad business decision to me.Sincerely, [redacted]

We will continue to assist customer from our internal CRM

We have located customer's case in our internal CRM and we have actually moved to a resolution for this customer by making an exception to our policyWe will still reach out to inform that we received this complaint

We will assist this customer via our systemThe customer can expect a response sometime today

Complaint: [redacted] I am rejecting this response because: Fitbit is a dishonest company that produces products that everyone on their community forum knows fail within the first year They guarantee the product for that first year, but their replacement product will also fail within a year And then there are no more replacements Fitbit figures, they can take almost $from you, and give you product, and replacement, and then you're out of luck They still make a huge profit Fitbit products are engineered to fail Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] his is Fitbit resolution: Hello [redacted] My name is [redacted] and I am part of the team that assist with cases filed with the Revdex.comYour case was escalated to me for further review here in our [redacted] officeI am sorry to hear about the issue you have experienced with your Charge HRPlease note that refunds are given for trackers purchased from [redacted] within days of purchaseAs your Charge HR is pass the day window this is why a refund was not offeredFurthermore our limited warranty provides replacements for trackers deemed to have a manufacturer's defect within days of purchaseBecause your tracker didn't meet these warranty conditions, we offered a courtesy discount of 25% good towards the purchase of any trackerWe strive for excellent customer service and in the past often replaced trackers that were not covered under warrantyThough customer satisfaction remains our number one goal, the demands of running a global business require that we now enforce our warranty consistentlyThe offer for the 25% discount still stands on the table should you change your mind.Sincerely, [redacted] and the Fitbit Team -- Reply directly to this email to update your case# [redacted] Join the growing Fitbit Community! Get answersStay motivatedFind Fitbit friends [redacted]

Initial Business Response / [redacted] (1000, 10, 2015/11/02) */ We have located the case for the [redacted] in our systemWe have reviewed the case, and it has been resolved Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The issues have not been resolved to this pointI still have not recieved the clairification on the questions I have raised to fitbitThey sent me a flex replacement tracker however there was additional concerns I raised that were not addressedIn wanting to avoid having this same issue happen again I requested to know what the best product was and why I wasnt being educated on itFrom the website it appeared that the surge was the product that has been tested and proven to be the most water resistant.In an email on October 30, 2015, I was advised that the Fitbit flex was the best product and was waterproofThis however contridicted the site that said that the flex had been rated at 1atm surge had been tested and rated atmThey still havent provided with me the reason I was not educated/offered a better product for my situation even if I had to send back the flex replacementThey havent answered as to why I specifically recieved incorrect information on my intial telephone call that the tracker was not splash resistant, or in the first email that splash resistance was considered user damageAlso advised me that the flex is the only tracker that can handle water when the site clearly states that all of them are splash proof, why they told me that the flex was waterproof when it wasnt, and why they told me the flex was the best at handling water when there site clearly states the surge had better water ratingI have been told incorrect information on five occasions and have record of all of theseI would like my questions answeredIf there is a better product than the flex when it comes to water resistance I would like to know thisI would also like this provided to me even if I have to send back the replacement they sent me as a courtasey for all of the incorrect information that I was provided

Complaint: [redacted] I am rejecting this response because: "The response I got is that there is only a year warranty and I am months beyond the year warranty and hence I am out of luck" Looking through the Fitbit community forums [redacted] please review the number of customers who have expressed concern about the "peeling of the band and bubbling of the band" issueThis is clearly a manufacturing defect that Fitbit is doing nothing aboutSome of them have had new trackers shipped to them in a span of a year because of this issueIt feels like Fitbit continues to ignore customer concerns about the inferior quality of their product Sincerely,

Complaint: [redacted] I am rejecting this response because: I never received a response to my complaintI received a message on 07/21/stating "We have located the case for the customer in our systemThe customer can expect a response to their original case within the next business day." and nothing sinceI have also been waiting for over a week for a manager response from a phone conversationSincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/01/14) */ We will reach out to this customer through our response system and inform her of our warranty policy for lost devices

Initial Business Response / [redacted] (1000, 5, 2016/04/05) */ We have located the case for the customer in our systemWe have reviewed the caseThe customer can expect a response to their original case within the next business day Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/04/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I finally have been given a proper explanation of the difficulty I am hoping a newly ordered phone will solve the situationRegardless, it still seems that a technical software issue could be solved for the many users experiencing the problemAt a minimum, the company needs to explain to the far wider audience of users with this problem what they related to me I have no further complaint at this time

We will the customer via our system

We have located the customer in our system, and she can expect a response to their issue within the next business day

We will assist this customer via out systemThe customer can expect a response sometime today

Complaint: [redacted] I am rejecting this response because: Effective troubleshooting did not happenMy tracker is still off lineThe Business has sent a fedex label so that I can return the itemOnce they refund my account, I will accept the business responseSincerely, [redacted]