Inadequate warranty policy

[stevetagg0830]

Dear Fit Bit:

The first watch we purchased only lasted eight months. You did replace it, under warranty. The replacement was also defective and only last four months, yet you refuse to replace it. Would have gladly purchased the extended warranty at the time of replacement, but no notice and no option for that was given notice to us, your customer. 

How long do you expect your watch to last? Given you warranty, one year would be the legal and reasonable standard. Yet, we have had two watches within one year and 4 months, both defective. 

Unacceptable to not either make a product that lasts one year and to honor your own warranty.

I would have gladly paid the extended warranty fee if I had known the replacement would also be defective. This is still your watch and you need to replace it.

OR: prove to me that the replacement was not refurbished or otherwise rebuilt, that is, how do you prove that it is a new watch? 

Fooled twice. And I want the recording of my customer service call. Case #XXX.

Take responsibility and stand behind your product.

Moderator edit: Removed personal information, format, subject for clarity.

[Odyssey13]

Hi @stevetagg0830  the warranty information can be found here - click to read - and Fitbit Customer Support does abide by those rules. I'm not sure a copy of your call is available. You posted on the community forums and you would need to get with customer support.

[GraceGFitbit]

Hi @stevetagg0830, thanks for posting your inquiry here and Welcome to the Fitbit Community. Many thanks @Odyssey13, for bringing this to our attention. 

@stevetagg0830 I greatly appreciate your feedback, it is always useful. I'm really sorry to hear about those inconveniences you experienced with your Fitbit Ionic and I would like to thank you for the time you took to share your thoughts with us. Fitbit is always reviewing your responses to provide feedback to the team in charge.

As you have already an open case, I recommend you to keep in touch with the Support Team because they have the proper tools to provide you more details about the warranty policy.

Please let me know if there is anything else I can do to help you.

[Iain_K]

@stevetagg0830 

Many people are in the same boat unfortunately.

Despite Fitbit insisting they treat all the same, they dont.  My out of warranty Ionic was replaced, but then I flagged my misgivings here BEFORE the firmware update was inflicted on me.

Did you buy using a credit card? 

Best bet might be the extended warranty offered by that. For example

FOR VISA

https://usa.visa.com/supporting-info/extended-warranty-protection.html

In addition to the claim form, you will need the following:

• An itemized sales receipt for the purchases—if you don’t have this, the store where you made the purchase may be able to print a duplicate receipt for you 
• Your Visa billing statement showing the purchase—your bank can usually make a copy for you
• A copy of the original manufacturer’s warranty—a copy can usually be downloaded and printed from the  manufacturer’s website
• The Benefit Administrator may ask you to provide additional information, such as repair estimate (if applicable)

If you have any questions or are experiencing difficulty obtaining documents, simply call 1-800-551-8472. If outside the United States, call collect at one of our toll-free numbers. 

For Mastercard

https://www.mastercard.us/content/dam/mccom/en-us/documents/Cardholder%20Benefits/GTB-Extended_Warra...

E.How to file a claim:
• Call 1-800-MasterCard to request a claim form. You must report the claim within sixty (60) days of the
failure or the claim may not be honored.

AMEX

https://www.americanexpress.com/us/credit-cards/features-benefits/policies/extended-warranty/faq.htm...

CLAIMS PROCESS
If You experience a Loss for which You believe a benefit is payable under this Plan, You must provide both
Notice of Claim and Proof of Loss.
To insure prompt processing of Your claim, report any Loss immediately following the date of the Loss,
including for gifts purchased on your Account. Retain Your receipts and Your damaged property (if
applicable) until the claim process is complete.
All States, District of Columbia, & U.S. Virgin Islands, Excluding Stats below Back to top
EW-DOC 09/17 Tier 1
We will decide whether to do one of the following: 1) have the product repaired; 2) have the product replaced;
or 3) reimburse You up to the amount of the item purchased on Your Account.
Notice of Claim
During the Extended Warranty Period, Notice of Claim should be provided to Us within thirty (30) days of the
Loss. You may contact the Company by calling toll-free stateside 1-800-225-3750 or, if from overseas, by
calling collect 1-303-273-6498. You may also write to Us at Extended Warranty, PO Box 981553, El Paso
TX 79998-9920.