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No warranty with unauthorized retailer

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‎11-05-2017 20:04 - last edited on ‎11-06-2017 08:36 by Fitbit Moderator

‎11-05-2017 20:04 - last edited on ‎11-06-2017 08:36 by Fitbit Moderator

The button on my brand new ionic fell off after three days of light wear. After chatting with a customer service person online, they said there's nothing they can do as I bought it brand new, in box, but off eBay. So basically, they are not standing by their own product, which I bought brand new and was defective. This happened to my charge, too. Stand by your products, Fitbit. I've been a relatively happy customer until now. If it can't be resolved, you've lost my business. 

 

Moderator Edit: Clarified subject

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22 REPLIES 22

‎11-07-2017 05:39 - edited ‎11-07-2017 05:41

‎11-07-2017 05:39 - edited ‎11-07-2017 05:41

Update:

 

I talked to the person who sold it to me.  He contacted FitBit and FitBit has agreed to at least take a look at it.  I will be sending it back today.  Lesson learned - do not buy FitBit products off eBay as you most likely will need to use the warranty and will not be helped.  Sucks for people who need to sell FitBits.  Thanks to my awesome seller, though.

 

I think I was just really annoyed by the lack of conversation from the particular person I spoke with.  He did not really explain anything, just said there was nothing that could be done to help.  The other frustrating thing is that it was new and I had only had it for three days when it broke in the same way my Charge broke in under a year (which also did not qualify for warranty because I did not keep the receipt from Target, an authorized retailer).  It made me feel like it is a production issue that they will not stand behind fixing.  It was not a user or even wear error; it was a defective product.  I wish that they had done more when I talked with them, but I am happy that they are willing to take a look at it now.

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‎11-07-2017 05:55

In response to SunsetRunner

‎11-07-2017 05:55

lostlogik wrote: 

Fitbit isn't alone with this. Lots of companies have warranties that are "not transferable".

That’s one reason why I’ve purchased a lot of new/used Dell and Apple gear - because they stand behind the product (warranty is transferable). Garmin is too if you ask seller for a copy of sales receipt. 

Aria, Fitbit MobileTrack on iOS. Previous: Flex, Force, Surge, Blaze

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‎05-08-2018 19:17

In response to bbarrera

‎05-08-2018 19:17

I think that Fitbit is sidestepping a lot of customers in this case. Their product are in the wild and cost conscious consumers should not be penalized.  I have an Iconic which was working for 5 months. All of the device data is in the cloud accessible to Fitbit. They know this product and they have a history of the product working for 5 months, all verifiable because the data was uploaded to their servers tied to the device serial number and email address. They are also telling me they won't support the product as I picked it up as a gift and don't have a receipt. Shocking behavior really. I was loyal to Fitbit and now I'm going to tell everyone to steer clear of these devices.  Other consumer electronic products I've owned have all at least offered a path for a resolution of the issue - eg ship it to us and we will look at it, come into the store and we will diagnose it and offer a solution which may/may not cost. Fitbit is simply shutting the door in this case, and offering nothing, no potential path for resolution.  Customer abandonment! Wow.

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