Fitbit

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThey have emailed me regarding giving me a refund for my defective deviceI will be shipping both broken ones backAs long as this goes through, I will be happySincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I would like a credit of $40.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: The business states that they cannot replace the tracker with a different model although I provided messages from the message board and data collected from the siteThis is unacceptable because the warranty on my items expires next month which means if the defective model that had the identified trendI would be out of the money or means to get a replacement The rep stated that although this was common and he'd heard of it before someone else would follow up with me The representive emailed me and stated again this was not common I'm not sure of who is in charge of the communication but it's not uniform and it's clear that the company is aware of the defect especially after they discontinued the item Sincerely, [redacted]

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

Complaint: [redacted] I am rejecting this response because: The business continues to offer the same solution that I have been finding unacceptable from the startI did email the business back with the following response: "While I appreciate the continued contact, this is not helpfulEvery representative continues to provide me with the same response I am fully aware that my tracker is out of warrantyI am fully aware of what you offer to out of warranty customersThe representatives at Fitbit do not seem to understand my frustrations and my side of what is happeningThere is a reason I keep rejecting this offer, contacted the Revdex.com, and will not give up on this matterThis is the THIRD tracker from Fitbit that has failed in the exact same wayThe THIRD tracker! That is unacceptableYou don't even sell this tracker anymore, for which I am glad so no one else has to endure this frustrating and sickening experienceClearly, this product is faultyUnfortunately for anyone out of the one year warranty, your customers are out of luck with support from Fitbit Now, let me state my final peace: If this was the FIRST tracker that failed in a little over years, then I would have gladly accepted the *** discount and purchased a new tracker, given your company another chance, etcBUT this is the THIRD tracker, with the same issue in the *** yearsEach tracker lasted approximately six monthsThis is why your *** discount is unacceptable to meI am asking for one final replacement tracker, a downgrade to the [redacted] * from the [redacted] I will sign away all support rights for this tracker so when it fails, it fails and Fitbit owes me nothing in regards to the final replacement tracker At this point in time, I am going back to the Revdex.com, rejecting this most recent response, and I look forward to hearing another response, hopefully one that is different than what I have been hearing."Sincerely, [redacted]

The customer can expect a response within the next business day

We have provided customer with a 25% discount as a gesture of good will as customer is out of our limited warrantyWe will continue to reach out to customer to move towards a resolution

We'll continue to work with this customer in order to reach a resolution

Initial Business Response / [redacted] (1000, 5, 2016/03/09) */ 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 Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Company is offering a 25% discount instead of replacing the defective tracker they sent me

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

Initial Business Response / [redacted] (1000, 5, 2015/07/29) */ 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] (3000, 7, 2015/07/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept their responseAll FitBit has said is that they will respond by next business dayThis was the initial issue I had with them which was lack of customer support and a continued written agreement violation of "we will get back to you in 48-72hrs" or verbal assurance agreements from their telephonic support personnel of "someone will call you in 48-72hrs"I have lost personal time/money constructing emails, researching my support options, and making phone callsWritten agreements made upon purchase were violated by FitBitTheir lack of support personnel is no way my fault nor is it my responsibility to provide monetary contributions ie "my time" to insure their product is properly repaired per warranty agreement Final Business Response / [redacted] (4000, 9, 2015/08/01) */ We've received the updated note from the Revdex.com portal, and will continue to update this user's caseThey should expect a response from us soon Final Consumer Response / [redacted] (4200, 12, 2015/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) FitBit just submits the same responseThis is the exact response I received when trying to utilize FitBit customer service venues"We are reviewing the case and will respond soon"Can FitBit less vague in time references as to the word "soon"; 48-72hrs is more specific, it is also the preferred response given to customers when dealing with FitBit Support

Complaint: [redacted] I am rejecting this response because:All they were interested in is selling me a different Fitbit with a small discount I'm Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Received an email from Matt at Fitbit offering me a 25% discount if I send them the Charge HR fitbit Please see below my response [redacted] Thank you for your response, as I mentioned previously, the Charge HR WAS NOT A REPLACEMENT WAS PURCHASED BRAND NEW AS A GIFT TO ME FROM MY DAUGHTER!!! Prior to receiving the Charge HR, I owned a Fitbit Charge and was using it till I received the Charge HR two weeks ago Why should I send you my Charge HR to receive a 25% discount? I am going to pursue this claim and if need be will seek legal counsel Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: They have no intention of fixing this issue that I have addressedIn speaking with the representative and technician.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Fitbit is not offering me any options other than for me to purchase another Fitbit My entire complaint is based on the fact that I had Fitbits in a year time frame and both malfunctioned Why would I spend another *** on the same product and hope for different results? Their track record has been very poor For me to have of their products and to have defective manufacturing issues with both is not acceptable If Fitbit won't stand behind their product, then it becomes my mission to warn other consumers about the manufacturing issues I personally have experienced I'm not asking for my money back, I'm asking for them to stand behind their product Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/20) */ The warranty states "authorized reseller" as the only party able to lay claim to the productProduct purchased from third party retailers (Target, Best Buy, etc) has been purchased for resell with the authorization of FitbitFitbit can guarantee the quality of the product sold, as it comes directly from our warehouse, and the warranty transfers with that saleA product purchased through an unauthorized seller(ebay) does not have the same quality assurance and has not been authorized by Fitbit Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) Fitbit did provide me with a buckle for my Fitbit Surge, and has finally provided an acceptable resolutionHowever, Fitbit has proven to be very unresponsive to a loyal customerI only complained to the Revdex.com after several direct contacts with the companyWhile I understand their position, we are talking about a part that probably cost them less than $If they insisted that they are not responsible for shoddy workmanship, they should have at least offered to sell me the part for a nominal sumGiven the rapid pace of new introductions in this field, less arrogance and a little compassion [redacted] have gained a loyal repeat customer instead of completely alienating meI do thank the Revdex.com for their assistance

Complaint: [redacted] I am rejecting this response because: I still have not gotten a Fitbit replacement Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because Fitbit sent me an email stating there was nothing they can doThis response was not only offensive but unacceptableThis is not how you run a companySincerely, [redacted]

In the response all the keep saying is that they will assist, but they are not saying how they will assistThis is why I continue to say they are playing games, when are they gonna send me my replacement Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] ***