Disappointed by Fitbit

[Gazella]

We’ve been a Fitbit family for years. My husband, my daughter, and I all use Fitbit devices, and we even own the Fitbit Aria 2 scale. We believed in the brand. So when the screen of my Fitbit Luxe suddenly popped off (see photo), I naturally contacted support hoping for a solution — a repair, a replacement, something.

I explained in my email that we’re loyal customers, and I was honest about my warranty being expired. Still, I expected at least a bit of understanding or support. But no. Their response was cold and impersonal. They simply told me, “Your warranty has expired,” and offered a discount to buy a new one. No repair option. No goodwill gesture. Just a sales pitch.

It’s really disappointing. I wasn’t asking for anything unreasonable — just a fair response for a device that clearly fell apart on its own. It feels like once the warranty is up, Fitbit doesn’t care about the customer experience anymore.

Fitbit, you can do better. Loyal customers deserve more than a scripted response and a discount code. We deserve support, compassion, and the option to repair or replace faulty products.

 

Moderator edit: clarified subject.

[ManuFitbit]

Hi @Gazella. A warm welcome to the community.

I am sorry for the inconvenience you have faced with this device. Please note that Fitbit products are manufactured following strict quality controls to ensure their durability and effectiveness according to the demands of our customers. However, this does not guarantee that in some cases certain features of the trackers will be affected by causes outside the manufacturer.

Also sorry to hear that the representative treated you somewhat coldly and impersonally, as you mentioned. As you also mention, your loyalty to the company and the product deserves respect.

I want to thank you for taking the time to share this feedback, and rest assured that whenever you contact the support team, the advisors will look for the best way to help you.