Fitbit

Complaint: [redacted] I am rejecting this response because: they stance is the same Their Warranty is only for one year even if a replacement is given The replacement does not get a year from receipt This puta the consumer at a disadvantage becauae we are not receiving a new replacement but a refurbished item This reveals that they have no intention on standing behind their product Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/06/17) */ We have received the customer's complaint through the Revdex.com portal, and have not been able to locate a case in our systemWe will reach out to the user, and follow up accordingly

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

Initial Business Response / [redacted] (1000, 6, 2015/10/31) */ Lost trackers are not covered under our warranty (available here: www.Fitbit.com/returns)We have offered a discount link for a tracker of the [redacted] 's choice as a gesture of good will Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Fitbit fails to understand that the reason why the item is lost is because the Fitbit band they sold me with the Fitbit Flex (and are designed to be used in unison) brokeIf THEIR product did not break, we would not be at this point

We will reach out to customer per our internal CRM to move towards a resolutionIt looks like customer has not reached out to us since September but will get more information and assist customer

We will continue to assist the customer via our internal systemThe customer can expect a response to their original case within the next business day

Initial Business Response / [redacted] (1000, 5, 2015/06/17) */ We have created a case for the customer in our system using the information they provided through this complaintWe will reach out to them accordingly and they can expect a response within the next business day

Complaint: [redacted] I am rejecting this response because: We have not received our refund and have mailed back the faulty Fitbit device.Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: The business is cleverly directing my complaint to warranties which is not the case When a manufacturer produces a product which has a major defect; in this case, a wrist band which is not only replaceable (you have to throw away the entire watch), but is also made of very poor quality breaking every 3-monthsThe stats if from my fitbit and my wife's over the last yr These are not affordable watches, plus we bought a scale too bringing the price tag to $***The scale is of no use if our watches are not around This issue should be handled the same way auto manufacturers deal with their recallsIt has nothing to do with warrantiesThe latter is when a batch of any number have been produced adequately, but a few have a defectIn regards to fitbit the entire batch was defected They are offering me **% discount for their new watches which unlike their older version all have replaceable wrist bandsThey have phased out unreplaceable wrist bands as for their sales They have an inventory of the older version, only to replace them for customers who are experiencing the frequent break down of the wrist bandsIn my opinion the entire inventory should be thrown away instead of giving a gesture that the company is sticking to its warranty policy and saying it's the best Every time we have to change these watches, there is time wasted and frustration I bought a [redacted] monitor for $ [redacted] on the website [redacted] gives a 2-yr warranty which includes the heart strap and I'm going through the procedure right now which is very smooth [redacted] is high quality and stands behind its warranty I am rejecting their offer of a new defected watch or **% discount on a new versionBesides this, their response looks strange since they don't answer my question which is, "you entire batch was defected, you were not transparent to let customers know your wrist bands are not replaceable, and the fact that this has nothing to do with warranty." My request is full refund, or the new versions with replaceable wrist band Sincerely, [redacted] ***

We will continue to assist this customer is our systemThe customer can expect a response to their original case within the next business day

We have located the case for the customer in our systemWe have reviewed the case, and will be reaching out accordinglyThe customer can expect a response to their original case within the next business day

Complaint: [redacted] I am rejecting this response because: They have not sent the new fitbit.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: they have not attempted to assist me. Sincerely, [redacted]

We are still working on this case with the customerWe will reach out today

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 meIt is unfortunate that they required a Revdex.com complaint to do the right thing, but I am happy they have resolved the issue satisfactorily.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:there is no real response to the complaint at allThere is no resolution on the company's part.Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: The matter hasn't been resolvedThe rep reiterated the same infothat other fitbit employees already advised me onEssentially, they are holding the customer responsible for defective productsI haven't had a single fitbit for more than 3-months due to constant battery issues and yet the warranty has expired even on brand new replacement trackersThis is a poor way to treat customers.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/14) */ 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 does not have the same quality assurance and has not been authorized by FitbitFore more details, please see https://www.fitbit.com/returns Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) A consumer has no reason to think a "new in box" Fitbit is not sold by an authorized seller The warranty information isn't available on Best Buy other than this blurb"Compare our plans to the manufacturer's warranty Warranty Terms - Parts: year Warranty Terms - Labor: year" Here is what Target lists for warranty" Warranty Information To obtain a copy of the manufacturer's warranty for this item, please call Target Guest Services at X-XXX-XXX-XXXX Here is what Walmart lists for warranty information"Product warranty: See details Supplier Warranty: One Year" If you go to Fitbit's own web site and try to buy a Fitbit, here is the only readily visible information on warranty"year limited warranty"It is not a link that takes you to their warranty policyIf you scroll to the very bottom of the page, and look hard for the light grey type, you find a link that takes you to their warranty and returns policyThe link to "authorized resellers" is also at the very bottom of the pageIn other words, they don't make the information readily available, or easy to find and I doubt that very many buyers navigate the maze to actually find warranty information before purchasing Final Business Response / [redacted] (4000, 9, 2015/07/16) */ We have located the case for the customer in our systemWe have reviewed the case and the customer can expect a response to their original case within the next business day Final Consumer Response / [redacted] (4200, 11, 2015/07/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Fitbit is refusing to take responsibility for their defective product even though, as I have learned, the defect is widely knownI don't feel a resolution will be reached

We have found customer's case in our internal CRMWe will continue to reach out there to move towards a resolution as we have provided a 25% discount code as a gesture of goodwill for customer since he was out of our limited one year warranty

Complaint: [redacted] I am rejecting this response because: there viable solution has been offered, inwanr to speak with senior management.Sincerely, [redacted]