Fitbit, Inc.

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 me. Sincerely, Angela Germain

Initial Business Response /* (1000, 5, 2015/06/12) */
We have located the case for the customer in our system. The customer can expect a response to their original case within the next business day.

Initial Business Response /* (1000, 5, 2015/04/24) */
We have located the case for the customer in our system. We have reviewed the case, and the customer can expect a response to their original case within the next business day.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/01) */
(The...

consumer indicated he/she ACCEPTED the response from the business.)
Fitbit refunded my monies, and contacted me explaining the information had been sent to the incorrect department, they also apologized.

Complaint: [redacted]I am rejecting this response because:
There wasn't a specific time period noted in "assisting" me. I 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 purchase. All consumers should have the same response time. I have already waited 24 hours for a return call from Fitbit even after contacting the Revdex.com. I was told that my request for assistance was tagged as "return call" and "priority." A 48 hour response time is too long, irresponsible and insensitive to those who invested time and money with your company. You website indicates that requesting assistance via email would take the same amount of time as reaching out by phone. Indicate that on the website instead of making consumers feel like they do not matter. 
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/12/31) */
We reached out to this [redacted] shortly after the chat ended providing troubleshooting steps before moving forward with a replacement. We have not yet received a response from this [redacted].
We have reached out to this [redacted] again...

following up on if the troubleshoot worked.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID 12241414, and find that this resolution is satisfactory to me. 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 me.
 
I have attached a screenshot of the email response I received on 01/11/2016.  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 me. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2016/01/13) */
After reviewing the [redacted]'s case in our system, we see that a replacement order was processed on 1/11/16 and the [redacted] acknowledged and appreciated this. We'll follow up with this [redacted] to see if she needs any further assistance. ...


Initial Consumer Rebuttal /* (2000, 9, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is accurate. However, until I receive the replacement fitbit and confirm that it is in good working order this case should remain open.

Complaint: [redacted]I am rejecting this response because: the statement we will assist the customer using our system, is the same system that wanted to give me a 25% off coupon to buy another one of their products instead of just replacing mine due to...

a default in how they manufactured their Fitbit. Also their statement is not a solution. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/01/05) */
We have reached out to the [redacted] via our support system with potential solutions for the difficulties she's experiencing.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response...

from the business.)
They just told me to drain the battery and they will look at it. This isn't just an isdue with me but a lot of their customers are having the same battery issue. Plus, it actually took the Revdex.com, to get them to even respond to me. They need to roll back to the previous version of the firmware that is causing the issue...and it's version 102 which is causing the issue. There are a lot of improvements that need to be made.
Final Business Response /* (4000, 9, 2016/01/11) */
We have reached out to this [redacted] and scheduled a call. After testing the device's hardware, we were unable to locate any signs of defects. We will continue to assist.
Final Consumer Response /* (4200, 11, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am waiting for their call but they REFUSE to acknowledge the firmware issue that is being complained about by numerous customers ..including me. Here is the link to their forums..which have the compkaints:
https://community.fitbit.com/t5/Charge-HR/HR-battery-life-v-poor-after-update/m-...⇄

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 received an email from Fitbit stating their office will send a return label, so I can return the Fitbit and they will deliver a new Fitbit , size small, in black. I am satisfy with this as long as Fitbit follows through with their commitment.Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2016/03/09) */
We have located the case for the customer in our system. The customer can expect a response to their original case within the next business day.
Initial Consumer Rebuttal /* (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.

Initial Business Response /* (1000, 5, 2015/12/23) */
We have reached out to the [redacted] via our support system. 2 of the replacements we've issued are currently in use by other users. We have moved forward with an exception and offered a complimentary shipping label to return the units before we...

can issue another replacement.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Fitbit told me to Recycle the first several devices. I put them through a electronics recycling program that provides cell phones and other electronic devices to people in need that cannot afford them. It was only later once Fitbit requested the devices back that I realized that they meant for me to hold on to the devices and not actually recycle them. As to reaching out to me through the support system, yes they did. I provided all of the reference numbers that I have. After the first couple of trackers I realized that the issue was a design issue and began requesting a refund for the faulty device and misleading advertisements. They refused and I continued to receive trackers only after returning my currently issues device. Each time a tracker was returned the support personnel said that the new device has been updated to the latest design and I will not have issues with it. After each time being lied to by support and requesting a final fix of a refund, the support team said that it was not possible. I followed up on social media to try to resolve my issue and the defective trackers and noticed many people experiencing the same issue. There are several cases on the Revdex.com's website that are similar to my issue where Fitbit offered a refund for the defective device. I still would like to return my current device and be issued a refund. I was assured each and every time that the device's band breaking was a fluke and would be resolved with the new device I was being sent, I requested that this be resolved before my warranty runs out and the support representative told me that they would continue to assist with my issues even past my warranty period. Now they are telling my that I have voided my warranty and are offering a one time exception to replace the device, however seeing as I have gone through over 6 devices in less than a year, this is completely unacceptable and a refund should be issued.
I was told that once I started sending devices back to Fitbit, they would be given to Design to make sure that the issues were fixed. I told the first person I spoke to back in April that it looked like a design flaw and asked if they would like the band back and they replied no.
Each support representative has given me different instructions for getting rid of the current device, as well as if the old devices are required to be returned in order to receive replacement. When requesting to speak with a supervisor or manager about each issue I was told one was not available or I would need to email correlation with tier 2.
I have been trying to resolve this properly for many months and want to be rid of the hassle of the poorly designed and defective devices and respectfully request a return label and to be issued a full refund.
Final Business Response /* (4000, 10, 2016/01/04) */
We have made an exception for this [redacted] and offered a refund. A label was provided. The refund will be processed when we have confirmation that the package has been received. The [redacted] was updated with this information on December 29th.
Final Consumer Response /* (2000, 12, 2016/01/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Fitbit made an exception to allow me to receive a refund of my faulty device. It took almost a year and 8 replacements for them to issue the refund, only after a Revdex.com complaint. Fitbit needs to look into the quality of the band being used for the surge and charge HR as well as the design. A product that has a 1 year warranty should not break within that 1 year unless it is a defect, but 8 trackers is ridiculous. Thank you for finally fixing the issue.

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 yet. Sincerely,[redacted]

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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]. I have received replacement items but have not used it yet to determine that it is working. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
 
The matter hasn't been resolved. The rep reiterated the same info. that other fitbit...

employees already advised me on. Essentially, they are holding the customer responsible for defective products. I haven't had a single fitbit for more than 3-4 months due to constant battery issues and yet the warranty has expired even on brand new replacement trackers. This is a poor way to treat customers.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 me. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:They sent me an Alta Fitbit and the band does not even clasp - it is of poor quality and is not at all like the Fitbit that I purchased from them. I am requesting a full refund for my original purchase price $125.32.
 They are saying that the Fitbit charge is discontinued, but I see that it is available online. But since they cannot replace my original product, I ask for a full refund.Sincerely,[redacted]