Fitbit, Inc.

Initial Business Response /* (1000, 5, 2016/02/04) */
We have found the [redacted]'s complaint and case within our internal CRM, we will reach out through the previously mentioned case.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/08) */
Thank You so much in your quick reply to this matter. I...

was contact by
a Fitbit representative yesterday (2/04) by e-mail. I was provided with a return label to ship mine back. A replacement Fitbit Charge HR will sent to me when the return is received so I was told. I will be shipping the defective Fitbit out this weekend. It's been very frustrating dealing with Fitbit's [redacted]. I am satisfied with their response so far. Thanks again for
the quick turn around

[redacted] We reached out to this customer in our internal CRM to provide assistance. This matter is now resolved.

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]

We will continue to assist this customer in our system.

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

We have located customer's case in our internal CRM and provided a 25% discount as a gesture of good will as customer was out of warranty. We will continue to assist so that we can move towards a resolution with customer.

Initial Business Response /* (1000, 5, 2015/12/15) */
We have a current open case for this [redacted]. We will reach out to further assist and find a resolution for her defective device.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the...

response from the business.)
I do not trust that they will "reach out to me". I have asked for them to still help me with this issue. December 6th with one person and on December 11th from another. I have yet to receive any correspondence from either one of them. I would rather they correspond with the Revdex.com on their plans to resolve this issue. After them telling me "It is fixed on our end", I send them proof that it is not working properly and I am still ignored; I do not believe they will resolve the issue without a third party.
Final Business Response /* (4000, 15, 2015/12/21) */
We have reviewed this case. A replacement was issued today and should arrive within 5 - 7 days.
Final Consumer Response /* (2000, 17, 2015/12/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have agreed to send the tracker back if the new one does not resolve the issue. It may be the fitbit app. Thank you for your help in resolving this matter.

Initial Busines Response /* (1000, 5, 2015/10/31) */
[redacted]'s Flex is out of warranty. Our warranty (available here: www.Fitbit.com/returns) period is 365 days from the date of purchase. We have offered this [redacted] a discount link as a gesture of goodwill.
Initial Consumer Rebuttal /* (3000,...

7, 2015/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Regardless of what they claim, I have yet to have a single fitbit (purchased or replacement)last more than 8 months. the product has a 12 month warranty. No where on the packaging does it limit the warranty beyond stating that the product is warrantied for one year. I don't care if they repair my existing one or send a replacement, but it is apparent that the product is flawed and should be recalled.
I also want to note here that they never implied or stated that the product had such a limited lifespan, Normally I expect an item I purchase for over $100.00 to be more durable and give me at least 2-3 years of use before it self-destructs. The fact that this product dies within the first year is disgraceful. If you google "fitbit flex failure" you get over XXXXX responses. This indicates negligence on the part of Fitbit to ensure that customers are getting a quality item. They know it is broken but still make them, and do not discount the item.
I will accept their response when I have a product that will live up to expectations, and last over 1 year in warranty. I will also accept their response if I were to receive a refund of my purchase price, as well as compensation for my time and effort.
Once either term is satisfied (full refund or product that lasts over the length of it's warranty) I will agree to waive the right to expecting replacements for this Fitbit when it fails. I reserve the right for any future Fitbit products I might own to expect full warranty [redacted]. (Not that I plan on intentionally owning another fitbit product ever again).
Please keep this case open in an unresolved state.

We will continue to work with the customer through our system and provide our response within the next business day.

Initial Business Response /* (1000, 5, 2015/08/31) */
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.

Complaint: [redacted]I am rejecting this response because:
 
Thanks you for the reply.  I have walked...

through the steps and the device does not display the ALT information on step five. The device does not work after the code update to v122 and the recommended hardreset does not work.  The device is still not working.
Here is the YouTube video I uploaded.
 [redacted]Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
 
Hey [redacted]
   No offense but I find that response pretty ridiculous. 
   I've commonly gone to the Revdex.com when I've had no other choice and the two companies...

that I've had to use it for graciously offered a more than fair resolution. One was for a broken item complaint and another was to get parts for an item. Both were resolved quickly. 
   Here's the deal- [redacted] thankfully has stepped up where your company has not. I can file a dispute with them and will be receiving the purchase price for the Accidental item. 
   Now here's where I am ABSOLUTELY 100% DISGUSTED. My Fiancés THIRD tracker has broken and when she reached out to YOUR company and your representatives to ask for some type of gift card or exchange to be made for a DIFFERENT tracker she was told, "we can offer you a 25% discount off a different item". ARE YOU JOKING?!?!!! She already paid $200 for the item that keeps breaking and your resolution is to give her 25% off?! Excuse me, but that's $50 off a $200 device that will probably keep breaking like this one has. Not everyone is well off and we work hard for what we have. This is beyond a slap in the face by your company. 
   At the end of the day, you have items that are breaking and your customer service offers NO support. [redacted], when a car keeps breaking you bring it to the shop. There are so many times you can keep going back until you can bring it forward. We have exceeded this THREE times now for faulty products. 
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/14) */
We have located the case for the customer in our system. We have reviewed the case. The customer can expect a response to their original case within the next business day.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/27) */
(The consumer...

indicated he/she DID NOT accept the response from the business.)
The business has not come to any resolution and does not seem to be making any effort towards this issue. They have promised calls and I have not received one. I now requested my response be brought up to their corporate officers such as a CEO or VP and have not heard anything back.

Complaint: [redacted]I am rejecting this response because:the business offered a 25%
discount towards a new purchase of a device. My device came apart after
one year and a few days. I am expecting a refund or a full credit. There is
something wrong...

with the quality of their products if they can not stand
by it for defects like mine.
Sincerely,
**
[redacted]

We have located customer's inquiry in our internal CRM and continue to assist  customer to move towards a resolution.

We have found customer's case in our internal CRM. We 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: Fitbit did not even try to come to an agreement with me. They offered the same 25% discount that they have offered from the beginning. This is unacceptable because the device I bought has been a lemon from the beginning. Three device failures in 15 months indicates that the device was poorly designed. Online forums are full of users with the same problems I've experienced, so this is not an isolated event. Fitbit needs to understand that its customers deserve a product that is not defective. If I had spent $50 on this device I would have moved on by now, but I spent $150 on it and expected it to last far longer than it has lasted.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]

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

Complaint: [redacted]I am rejecting this response because:  The watch should have a one year warranty from manufacture.  Fitbit knew that...

there is a problem with the watch and they continued selling it.  If they had offered a discount on the watch when I originally had a problem, that could have been acceptable.  They replaced the original watch with a watch with known defects.  I get multiple reply's to complaint on their blog daily.  If I bought the watch in the UK it has a two year warranty.  JUST DO WHAT IS RIGHT!Sincerely,[redacted]