An update on this issue -
After making me jump through some annoying hoops (finding original email confirming purchase even though it was bought directly from Fitbit, taking and uploading a photo of the "damage", and generally just doing nothing for a few weeks before contacting me), Fitbit finally responded by saying that because the product was purchased 2 years and 1 month before the overnight reduction in battery life from 4 days to 3 hours, they would do absolutely nothing. Nothing at all.
When I complained, they then came back with a 25% off voucher for a "new" Fitbit "of my choice". I reluctantly decided to go with this, and tried to purchase a new Fitbit Versa - being the closest comparison to a Blaze (which no longer seems to be available). Only to find that the voucher was only valid for an orange and blue Ionic, or some other tracker of much reduced functionality to a Blaze/Versa.
When I complained about this, they told me that they couldn't offer a discount on a Versa, because it was a new product. BECAUSE IT WAS NEW! i.e. they were only willing to offer a discount on an old product (which presumably they want to get rid of, to make space for stocks of new products).
A little known fact: under the UK's Sale of Goods Act 1979, Fitbit as the seller of the product is obliged for 6 years following purchase to repair or replace any defective consumer product. [I bought my Fitbit in the UK; other EU countries have similar protections.]
Yes, I know that the Fitbit "warranty" or "policy" is only 2 years. But that warranty applies on top of the legal requirements. In fact, the Fitbit warranty expressly says that it does not override our statutory rights. Fitbit's legal requirement in the UK is to repair or replace any defective product within 6 years of purchase - end of story.
At no stage in this process has Fitbit offered to repair or replace my defective Blaze. Fitbit is therefore in breach of UK law.
I'm personally disgusted at the way Fitbit treats its (previously) loyal customers. The fact they are doing so in flagrant breach of UK law is even more galling.
Any thoughts on this, Fitbit moderators?
Failing an acceptable solution being offered, I'm going to be taking a claim either via the Small Claims Court, or via my credit card provider. [Another little known fact: if a product is purchased via credit card in the UK, any breach of the statutory warranty by the retailer entitles the purchaser to claim damages directly from the credit card provider.]
I will happily share with other forum members the steps on how to make a claim - it's easier than I expected.
Community Moderator Alumni are previous members of the Moderation Team, which ensures conversations are friendly, factual, and on-topic. Moderators are here to answer questions, escalate bugs, and make sure your voice is heard by the larger Fitbit team. Learn more
