Faulty Ace 2 replaced with refurb

[mjohnson1]

I recently returned a brand new faulty Ace 2 and Fitbit replaced it with a refurb. It's not good enough to pay full price for a faulty product and end up with a refurb. The only reason I chose to buy a Fitbit in the first place was because I didn't want to compromise on quality with a cheap imitation.

I've searched the community site and found that this is a common complaint that is covered in Fitbit's warranty wording.

My specific question is... what is the correct process to raise this as a formal complaint into Fitbit? I don't want to waste time in a live chat, I don't use social media and I don't want to call an international number. Is this a valid route to raise a complaint?

Moderator edit: updated subject for clarity.

[Odyssey13]

Hi @mjohnson1  there is no complaint department, but these community forums serve as a place to discuss such things. Where do you live? I have customer support numbers for several countries if you'd like them. As for the refurb, you're sent what is available at the time of your replacement. In case you didn't read it - the warranty information. When I check the Fitbit.com Store, there is no Ace 2 for sale. When a style of device is no longer for sale, the only option would be a refurb unit. I'll ask a Fitbit Moderator to stop by to address this with you.

[AndreaFitbit]

Welcome to the Fitbit Community, @mjohnson1 and thank you for the heads up @Odyssey13. I'm sorry to hear about your Ace 2 experience.

As @Odyssey13 mentioned, Fitbit doesn't have a complaint department. Our community is a space designed primarily for peer-to-peer and one-to-many support. We should do what we can to ensure that all of our efforts to assist customers are made out on the public Community Forums where our responses can help more than just one individual.

To get personalized assistance please contact Customer Support. 

Have a nice day.