customer support communication

[Pattirose]

Hopefully my post will be allowed to stay as the MODERATOR of this forum has removed many of my post stating that I am double posting.  

We have been communicating with a "supervisor" assigned directly to handle our case for the last 2 weeks.  We have an ionic that is totally dead, not rechargeable and have been asking for a refund of our $395.00.  For the first 1 1/2 weeks of communication we were offered 25% on future purchases.  

We did not find that acceptable (as we have already purchased a Versa as we like need to record the daily steps, and use the alarms for medication).

Since we have sent our response saying that there offer is not acceptable and we sent them a counter offer they have not been in contact with us.  

Has anyone else experienced this. 

[SteveH]

I've not had such experiences myself but can I point you to the terms of the warranty as this may explain some of the problems you are having.

There is a link to the full terms at the bottom of this page or directly via: https://www.fitbit.com/legal/returns-and-warranty

Under those terms fitbit offer a replacement for product defects but they do not offer a refund.

If customer service offer a 25% discount that is normally because the warranty has expired. Are you sure your fitbit is still covered? The warranty runs for 12 months from purchase (24 months if you are in Europe).

If you need to follow up your case your best bet would be to chat or call them again. As this is a user community I don't think there's much anyone here can do to help.

[Bigbiker]

Couldnt agree more- renamed fitbit “fits**t! Not charging and support not helpful- all to do with recent software upgrade