I purchased the ionic Adidas edition on June of 2018. My watch does not work anymore. I called customer service. They tried everything to fix my watch but it was unsuccessful. I was happy with the efforts they made to fix my watch.
The only option I had was to get a refurbished watch of the same model. The issue I have is, the warranty on the refurbished watch is only the reminding time from the year mark of the original purchased. Please see below the warranty policy:
Limited Product Warranty
LIMITED PRODUCT WARRANTY
Fit-bit warrants to the original purchaser that your Fitbit-branded device and Fitbit-branded device accessories (collectively, the "Product") shall be free from defects in materials and workmanship under normal use for a period of one (1) year from the date of purchase, except that if you reside in the European Economic Area (EEA) and you purchased your Fitbit product in the EEA, the warranty period is two (2) years from the date of purchase (the "Warranty Period").
REMEDIES
If such a defect arises and a return authorization request is received by Fitbit within the applicable Warranty Period, Fitbit will, at its option and to the extent permitted by law, either (1) repair the Product at no charge, using new or refurbished replacement parts or (2) replace the Product with a new or refurbished Product. In the event of such a defect, to the extent permitted by law, these are your sole and exclusive remedies. Shipping and handling charges may apply except where prohibited by applicable law. This Limited Product Warranty is valid only in the jurisdictions where the Products are sold by Fitbit itself or through its authorized reseller or agent and is valid to the extent permitted by the applicable laws of such jurisdictions. Any replacement Product will be warranted for the remainder of the original warranty period or thirty (30) days, whichever is longer, or for any additional period of time that may be required by applicable law.
Now, when I read this policy, you are not warranting the watch, you are warranting the time of 1 year of the original purchase. When you think about it, you are just warranting for a customer to have a working watch for only one year. Because the watch does not work, fitbit will send me a refurbished watch, that might not work in 3 months but it does not matter because I passed the year mark by 2 months. This does not make sense. Why doesn't the refurbished watch also not have a 1 year warranty? if the new watch did not last a year, should i expect a refurbished watch to last longer?
When i read the policy, I read that you are not concurred of your product, you just want a customer to be happy for one year. After that, it does not matter because if your product stops working, like my watch has, and it is pass 1 year, or in my case 10 months, you only cover my refurbished watch for 2 more months. regardless if it stops working within the year when i received my refurbished watch. How do you guarantee my refurbished watch will work ?
Here is what customer service replied:
My name is Oscar and I am a supervisor at Fitbit Customer Service.
I gather you contacted us regarding the Ionic that was not syncing. I appreciate that you went through the troubleshooting steps provided and that you took the time to review our policies.
I see your point and apologize for any inconvenience the situation experienced has caused you. Our devices are made to last; however, there are some instances in which they reach their limitations. While I gather you would like to have a new warranty cycle for your replacement Ionic, the policy is established for a year from the date of purchase.
While you feel wary of the replacement Ionic, Indeed the warranty doesn't renew with replacements. The warranty is established for a fixed period of time based on the purchase, the replacement isn't a purchase but a continuation of the original product which had a manufacturer's flaw. Hence, it is covered by the remainder of the original warranty period. Your replacement should work correctly as this product is tested and determined to work.
This is disappointing. This is not a warranty policy, It's a, "let cover our-self's for 1 year and after that , who cares about the customer." A wast of $300.
I replied back with this:
Good afternoon Oscar,
Is the ionic that I purchased not tested or determined to last before it was sold?
I invested in this product and it lasted less then a year.
Now, I’m getting a refurbished product, which is possible that the watch also had a manufactured flaw. And if it does stop working after a few months you are suggesting:
“you can contact us if the experience any situation with it.
When I do call, you will reply and say, it’s out of warranty.
I get it. The product should have a warranty, it costed over $300. But in my case, my product was not made to last and now I’m getting a refurbished product without any warranty. I know it’s not a purchased product , but it was not purchased because that product is not new, it’s refurbished. Which you do not warranty.
You only warranty time of one year. After that, with a replacement/refurbished product it does not matter. You do not care if it works, or if it’s built to last. Because all you are concerned for your customers are, for the product to last one year or let’s just make the customer happy for one year and after that it’s not our problem.
In my case, I’m getting a refurbished product and after 2 months, if it stops working you are ok with that because you completed your policy of one year.
It makes no sense. How do you not warranty a used product, to replace a new manufacturer flaw product for a year?
Fitbit customer service replied:
Hello Luis,
"The Ionic you purchased is meant to last and to function. There are some events that may present along the way; therefore, we have our warranty policy to provide replacements for these flaws.
Although, you are receiving a replacement product, it is meant to function well. I gather and appreciate you are aware of our Warranty Policy, the replacement product will be covered by the remainder of the warranty period.
The warranty is for a year from the date of purchase. I apologize for any inconvenience this has caused you. If you have additional questions, do not hesitate to ask."
-My conclusion is that Fitbit does not care if your product fails as long as it last a year. This is a terrible warranty policy.
I should of gotten an Apple Watch.
