Customer Support - lack of standing behind their product

[Jaywertz]

Good afternoon all,
I normally do not post these things but I am posting to warn everyone of the issues that I have faced with Fitbit.  I have been a Fitbit user since 12/15 and have had Fitbit, Fitbit HR and most recently Fitbit 3 while my wife also had the Fitbit Alta.  I have had the Fitbit HR - replaced under warranty, Fitbit Alta (stopped working out of warrant - nothing done), and the Fitbit 3 - replaced last year 7/19/20 due to screen stop working.  Yesterday, my replacement Fitbit screen started going blank and off center - I contacted customer support and they tried to troubleshoot.  After not successfully being able to fix issue, I was sent email informing me that my product (issued to me due to prior defective unit) was out of warrant - note, it was sent to me 7/19/20.  As a consolation, they offered me 35% off a new product.  When my last Fitbit died, I opted to replace with a newer model to only have same issues.  I share my tale with you as I love the product app and options, but I find extremely offensive that this company makes an inferior product which they only support for 1 year.  I have sent email expressing my dissatisfaction with their offer and am hopeful they will replace my product as most decent companies would do for a customer of 6 years, who has always recommended their product and app.

[Odyssey13]

Hi @Jaywertz  your posts were merged as cross posting is discouraged on the forums. The warranty information can be found here - click. Customer support goes by the warranty policies. Fitbit supports their products, but when we're beyond the warranty period, we can't always get free replacements. Each case is individually considered, so you did get a response from them. Sorry you're not happy with the results. 

[Jaywertz]

Quite sad that i have had the unpleasant experience of having had 3 defective products and yet all I get is check out warranty which is limited to one year.  I see many who have had similar experiences and find it reprehensible that such a great product is not supported or the customers must be so many that the company feels that offering a mere discount when the product is 5 weeks beyond warrant is acceptable.  I was hoping that the company would have done better.