Luxe gorjana link bracelet - refund escalation

[diamondangel37]

My original Luxe with special edition Gorjana bracelet at £179.99 was ordered on: 21/04/2021 dispatched 17/06/2021 and delivered 21/06/2021. One of the clasps to the tracker which looked loose failed and the bracelet and tracker fell off.  I reportde the fault finally having given up on the  30/7/2021 so within the 45 day warranty. Fitbit sent me a replacement bracelet which I received on the 18/08/2021. However it was mesh not link so I returned the mesh on the 26/08/2021 and the faulty link bracelet on the 23/08/2021. I I received a replacement link bracelet on the 07/09/2021. It was faulty, the design flaw has not been resolved and it is not fit for purpose. I reported the fault on the 11/09/2021 again well within 45 days. Apparently I am not entitled to a refund since it is outside the warranty period. Completely incorrect and unacceptable. Fitbit today would not refund so I am taking it to my credit card company under section 75 as a minimum. 

[Odyssey13]

Hi @diamondangel37  you need to get with customer support about this. This is the community forum and we're users of the Fitbit products, but can't help you with this issue. Sorry you've had problems. I've asked a moderator to stop by to address this with you.

[SilviaFitbit]

@Odyssey13 Thanks for the assistance provided. 

@diamondangel37 Hi there. Thanks for sharing detailed information. 

Your feedback and comments are appreciated. I see where you're coming from.

Note that based in our Return Policy,  you could request a return authorization within 45 days of your shipment date. Learn more about it in our Fitbit Warranty here. Since you already have a case with our Support team, it's recommended to continue the communication with them, this to avoid any confusion or misunderstanding. 

[diamondangel37]

Thank you for taking the time to reply. Both the faults were reported within 45 days. I accepted a replacement initially but when the same fault became apparent after 2 days of wear I requested a return label and a full refund which is within my rights. However Support wouldn't acknowledge this and I got nowhere when I asked for it to be escalated. I have hence referred the case to my credit card company who will pursue it on my behalf. Appalling attitude to loyal customers especially given the premium price of the special edition Luxe. I am not the only one who has experience product failure and a more responsible and reasonable approach would be to recall the faulty products and refund.  

[SilviaFitbit]

@diamondangel37 Thank you for confirming this information. 

I see where your disappointment is coming from. Our Support team will do their best to help you solving any difficulty you might experience. Be sure that your feedback helps us to continue improving. 

Have a nice day.