How can a company the size of Fitbit send out a defective product and expect the customer to be responsible for the return shipping of said product? I have had an Alta hr for 3 years and love it. I recently ordered the Fitbit luxe to upgrade. The heart rate monitor proved to be defective after much troubleshooting. Customer service went out of their way to blame it on user error which was very frustrating. The most frustrating part is that this mega corporation doesn't cover return shipping for defective products. On top of that if I had paid the 16.25 to ship the product back for an exchange I would have gotten a "gently used/refurbished product" that possibly may not have worked properly either, leaving me out even more money. The service rep I spoke to stated that "since we are sending out a replacement for FREE shipping costs go to the customer." Where does my inconvenience at receiving a faulty product come into play for your company? Absolutely shocked at the horrible customer service. I will not be purchasing from Fitbit in the future and have been telling everyone I know about how you treat your customers.
Moderator edit: updated subject for clarity
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