Fitbit

We will continue to work with this customer through our customer support system

Complaint: [redacted] I am rejecting this response because:Their product has known issues and Fitbit refuses to resolve themTwo of their Fitbit Charge HR's did not last even one year under useIt is a known issue on their community boards and other online boardsThe band around the tracker is also known to warp/bubble or even fall offIt is crazy that they have not recalled that product or offered any refunds to peopleAlso I am fairly certian I did talk to them within the year time period when speaking to them for their response they just said you contacted us recentlyWhats even more crazy they can only offer 25% discount to buy more of their stockCrazyI really wish I knew about the time limit so I could post the images of the two bandsBoth have bad batteriesTerribleSincerely, [redacted]

I reject this as they are sending me emails with the same verbiage over and over not willing to cover their product that failed in less than a year.Complaint: [redacted] My problem isn't with the original fit bit I bought it is with the faulty replacement you sent meA refurbished model that doesn't hold a charge ! I paid for a working fitbit not one that would last for a couple months at a timeMy fitbit has not been abused or mishandled in any way, and I do not feel it is fair that you sent me an item that was refurbished and faulty and then still hold me to a warranty on the original purchase when that item was returned to you just as faulty as the replacementI also do not feel it is fair that you ask me to spend more money on your products that you do not seem to want to support when they failAm I supposed to purchase a new fitness tracker every year at $bucks or more from you? I also don't appreciate the never ending pre written,copy and paste, responses I get from your teamI will continue my Revdex.com dispute and would appreciate it if you would continue the correspondence from there, as I will be copying and pasting this and any other correspondence from you onto the Revdex.com site On Mon, Oct 31, at 10:AM, [redacted] wrote: Hello Colin, My name is [redacted] and I am part of the highest support team here in our San Francisco officeYour case was escalated to me for further reviewOur 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 trackerOur warranty starts from the original trackers pair date and ends year after this date.We 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 tableI will be more than happy to provide you with the discount link should you choose to change your mindSincerely, [redacted] -- Sincerely, [redacted] ***

We have located customer's case in our internal CRM and continue to further assist as much as possibleWe have provided a customer 25% discount as a gesture of good will for out of warranty

Complaint: [redacted] I am rejecting this response because: There is no resolution offeredI still haven't heard from anyone at Fitbit and the message saying that they will "continue to assist me" does no goodIf they would have assisted me in the first place, I wouldn't have had to do thisSincerely, [redacted]

We'll continue working with this customer to come to a resolution

Initial Business Response / [redacted] (1000, 5, 2015/06/25) */ 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: the business still has not provided me with a response that is acceptable to meThey have apologized for the issues I have experienced and acknowledged there is a problem, but they are refusing to provide me with an acceptable solution.Sincerely, [redacted]

We will continue to assist the customer in our system.

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 me Fitbit sent me an email: they arranged for FedEx to send a return label so the Fitbit can be returned for a new one, in black, size smallAs long as Fitbit upholds their commitment , to send a new Fitbit, I will accept the resolution as satisfactory.Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/08/13) */ 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 Initial Consumer Rebuttal (The consumer indicated he/she DID NOT accept the response from the business.) They have not offered any resolution to our complaintWe have reviewed several hundreds of complaints regarding a defect with the band and it appears the company just offers a replacement band but does not want to change to way the band is manufactured, Final Business Response / [redacted] (4000, 9, 2015/08/17) */ 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

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 reached out to me and they will replace the fitbit this one timeThank you for your help on this matterSincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/04/13) */ 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, 2015/04/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Good morning [redacted] , I'm sorry but mid-June is not what I was promised when I purchased the unitI called on three different occasions and every time it was to be the middle of April to 4/20/ Why would you think middle of June is acceptable? It was a Valentine's Day gift nor Father's DayIf I have to wait to mid-June I think I should at least get a 50% discount Why do you advertise and sell and make promises that you cannot deliver Final Business Response / [redacted] (4000, 9, 2015/04/16) */ We will continue to correspond with customer in the case in our systemThe customer can expect a response to their original case within the next business day

We have offered a discount code as customer is out of our limited warranty but did not agreeWe will continue to assist customer in our internal CRM to move towards a resolution

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 me I have attached a screenshot of the email response I received on 01/11/ I have responded to the email with my information in order to get the replacement.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: I don't know how are they going to resolve it? I don't want any % off but a replacement with a better & new model(Fit bit Charge II) or a refund I am not going to pay them a penny more unless I get a value for my money that I have spent on their product 10months back & troubles their product had given meSincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/01/13) */ We found the case and it was handled appropriately as it was following our warranty policy for replacement devicesWe have replied to the [redacted] and will be handling the case

Complaint: [redacted] I am rejecting this response because: I am still waiting to hear from them about a satisfactory resolution and haven't heard from them as of yetSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I mailed my tracker in the package [redacted] I attached the email stating I will get a replacement once I mailed in my watchFitbit claims they received a watch and destroyed it because someone else did a warranty claim (not even the same style watch I mailed in or ever owned on my account)Fitbit is refusing to refund me the cost of the [redacted] watch, they are refusing to return my watch because they claim they destroyed it, and refuse to replace it because they want it mailed in may 14, 1:16am [redacted] a=refused to replace my watch because it was replaced june based on fitbit records may 14, 3:08pm- I stated I didn't joined to July 25, with a surge watch I pad $ [redacted] plus tax and the steps I took to fix the watch myself may 14, 10:31pm- [redacted] a says keeps all accessories and chargers mail back just the watch and fitbit will replace the watch time courtesy may 15, 12:45pm- I replied with the tracking information and return address for the surge large watch to be sent may 18, 3:04pm-i replied that the watch has been delivered to front reception desk may 22, 1:25pm- I replied I hadt heard from fitbit where is the replacement please confirm the watch was received may 22, 4:51pm- [redacted] *- we cant relace your surge because we got a charge hr never paired with your accountcontact the store you brought it from for a refund May 22, 6:02pm-i replied how can I go get a refund if I mailed in my watchone of the mail sorter must have mixed up the packagesplease send back my watch or replace itI requested the name of the person who accepted the package and check the contains on the package may 23, 7:31pm- [redacted] *- we see you addes the surge to your account 8-1-we see the surge was removed on 5-12-(date I reported it wasn't syncing to my account)we will not return the tracker received because we agreed to replace a surge watch not a charge hrif you get a lawyer we will not able to help you may 23, 7:42pm- I replied I mailed in my watchplease replace my watch may 24, 4:47pm [redacted] *- your case was escalatedyour watch is working on your account since 5-20-so we cant replace itwe need your watch returned to us with all accessories and charger and print my email fitbit not responsible for lost items we will replace your surge when we get itthe surge watch was not your watch that we got may 24, 5:09pm I requested a supervisor call meI said I already mailed my watch they mixed my package without who is also doing a claimI cant mail something I already mailedhow does my watch sync after accepted by mail in a different stateI requested the records for my watch to see the details that fitbit keeps referring to as why they wont replace my watch may 24, 6:40pm [redacted] *- the surge watch you got was not on your accountplease mail your watch all of the contains and your receiptprint this email and we will replace the watch may 24, 6:52pm I requested the records againstated I cant mail something I already sent to fitbitI requested my watch be mailed back to me and I pointed out the kelsy stated they got a surge and becky stated they got a charge hr watch may 24, 11:18pm- [redacted] *- please be advised the surge watch we got was deemed defective so we recycled itwe cant disclose etails of the watchesa police officer may contact us for the information may 24, 11;30pm I asked why would you destroy the watch instead of mailing it back to me if they wasn't going to replace my watchI requested a replacement and filed Revdex.com complaint may 25, 3:53pm [redacted] *- I handle Revdex.com claimswe cant send the charge hr because it was someone else and we sent them a replacement so we destroyed itwe will not replace your surge because its not under warranty Sincerely,Savannah Clark