Experience with Fitbit products

[mark_lamarre]

This is my appaisal of the Fitbit products i have used for the last 4 years. I originally purchased a Fitbit One in Jan 2015, this was a tentative attempt by myself to evaluate the product and to quantify my activities. This product was excellent (i am still able to use it over 3 years later), however it only provides very basic information. So by Mar 2015, I decided to buy (the then, top of the range) Fitbit Surge. The amount of information and the phone/tablet/PC graphics are superb however the build quality is appalling. Over the course of the next 3 years I went through 3 different Surges (in fairness all replaced free of charge by Fitbit), the clock face stopped working, the straps fell apart. After the last failure, Fitbit offered me a replacement Surge or £100 off a different product. So in Mar 2018, i decided to buy (the still, top of the range) Fitbit Ionic. Again the information, the display and the phone/tablet/PC graphics are superb however the build quality is still absymal. After 3 months the clock face stopped working (replaced again FOC by Fitbit), and now 3 months later the strap is falling apart. To Fitbit: These products were/are not cheap, the Surge (no longer available) was £200, the Ionic currently sells for £280. I believe there are 3 options - a) Keep the prices as they are and demand superior build quality from your manufacturers. b) Significantly reduce your prices (for example £20 for a Charge), making the product disposable. c) Charge a rental (for example £20 per month) for continual replacement of products and access to Application/Website etc. In summary: I love my Fitbits - the products, the algorithms, the displays etc however the build quality is an issue. I can buy a £50 conventional watch and it will still be in good working order 5 years later, currently i can't get a Fitbit to last over a year ! Please sort this out.

[MarreFitbit]

Hey there @mark_lamarre, it's nice to see you around the forums! Sorry to hear about the inconveniences you've been having with your Fitbit devices. Thanks you for the thorough feedback for the Fitbit environment, customer service and devices. This has not gone unnoticed and be sure that I will pass this along.

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on that feedback.

When a tracker suffers damage while under warranty, you can contact Customer Support. Discounts and replacements depend on tracker model and other factors.

Additionally to this, I'd like to add that the warranty in most of the regions is only for 365 days. (In Europe due to the law, is extended for 2 years). This means that your tracker will be covered for a full year and during this period of time you can receive any replacement in case of a defect. But this warranty does not apply to that new tracker extending the time. The period of warranty would be only applicable on your original purchase until the 365 days have expired.

Also, if you received a replacement within the warranty (365 days) it does not mean it won't be valid after this. So, if your tracker fails again and your tracker is still between the time of the original warranty, you might be eligible for a replacement based on the resolution of our Support Team, this applies until the stipulated time of the warranty had expired.

For anything else you would like to see implemented in the future, consider visiting our Feature Suggestions board. This is a space where Community users can post features, ideas, and suggestions that they'd like to see in future Fitbit products, accessories, and software and top-voted suggestions get relayed to our product team for review. You can learn more about how Fitbit decides what suggestions get released in our FAQs.

If there are any questions present, let me know.