Incorrect warranty- false pairing claim

[MoStarr]

Hello. I have been speaking with fitbit customer service about this strange issue. They are claiming my device was initially paired on May 2019 and therefore out of warranty effective May 2020. The curious thing is that I received the device as a gift from my husband on Christmas 2019 in original packaging, (he purchased it from Wal-Mart, and unfortunately no longer has a receipt). So how can they claim it had been paired in May when I didn't even own it then? They can see my pairing to my phone on December 25th but they are claiming a suspicious earlier pairing?? I was attempting to receive a replacement fitbit charge 3 since mine won't hold a charge and has been having other issues rendering it unused for months. I asked fitbit to possibly investigate the alleged "initial pairing" to either invalidate it or figure out what is going on. I would just like for my gift from my husband to not be a major disappointment as I was really happy about the gift and used it every day until it stopped working. The real bummer about this is we know our facts but have no way to prove our case without a receipt, or if fitbit can look into this curious mistake. They are offering a discount on a new device but I'd like to be offered the services I know I deserve.

[JuanFitbit]

Hi @MoStarr , thank you for sharing your experience and your feedback. I gladly forwarded it to the right department. I've also informed support but in order for them to investigate your case, please reply to the last mail they sent you and explain this situation again. I'm sure they will help you further. 

Please don't hesitate to post again, if you want to share something else or need further assistance. 

[MoStarr]

Hi JuanFitbit, 

Unfortunately they seem to not be willing to look into what they are claiming as a initial pairing. This is just insane that the company can just claim an initial pairing months before I ever owned the device and just because I can't provide proof of purchase then it stands as binding. Fitbit has either made an embarrassing mistake or there is something more crooked going on here. I have asked them multiple times to look into the "initial pairing" to verify that it is false, incorrect, or perhaps just not me, and they have not done so. What good would a receipt do? Would it make this false "pairing" go away? No, but it would apparently be stronger then my word which is already supported by them seeing my December 25th pairing (when I again, received it as a gift in its package). This has all been too stressful and I feel like I'm being gaslighted. That a company can just claim you owned a device and start a warranty when you never even owned it. My husband and I are literally going insane over this. We don't make tons of money. This was my big ticket Christmas gift I got from him last year. My only gift that I got from him. And he feels awful that all this has happened. 

[MoStarr]

It's not letting me attach their email response but I was trying to share it with you to see if it would help. (Says html detected, then won't let me post after it's removed because it thinks I'm trying to post the same post twice). But anyways the response is from Kaycelyn C. and the fitbit team. She says they are basing the warranty on the first user therefore cannot provide me with a replacement.

[JuanFitbit]

Hi @MoStarr , thank you for your reply and further feedback. I've forwarded it . From this end I can only do that as I don't have access to that information. 

Let me know if you want to share anything else

[MoStarr · Accepted solution]

Hi @JuanFitbit 

Fitbit has gotten back to me and has decided to offer me further help. Thank you so much for all of your assistance. I feel like a pain but I honestly knew something to be wrong. In the future I will be more careful to keep documentation of my purchases so as to handle issues more smoothly. Thanks again. 

[JuanFitbit]

Hi @MoStarr , thank you for your reply. No need to apologize. I'm glad to read that your case was reviewed. 

Please don't hesitate to post again, should you need further assistance.