No warranty with unauthorized retailer

[Djy176]

I bought a Fitbit in march of this year.  The band broke after wearing for a few months. Contacted Fitbit for a replacement- after going through all of the details, I was informed that I purchased the unit through an unauthorized retailer (Groupon) and the warranty was void.  I get it - you don't want retailers discounting your product.  I suggest that you quit selling them to Groupon rather than taking it out on the customer.  This was a brand new product in original sealed packaging.  You either stand by the product or not.  I was cheerfully informed that I could buy a $29.95 replacement from Fitbit and they would warranty it.  

Moderator Edit: Clarified subject

[WendyB]

I'm sorry this happened. But they have no way of knowing  where places like  Groupon and EBay got it.

[Djy176]

Sorry -I totally disagree. It is a fairly new model with a serial number and is registered with them to track my activities. They know exactly where they sold it and where. The only reason the seller is "unauthorized " is because they don't agree to the pricing policy of Fitbit .


.

[Djy176]

Sorry -I totally disagree. It is a fairly new model with a serial number and is registered with them to track my activities. They know exactly where they sold it and when. The only reason the seller is "unauthorized " is because they don't agree to the pricing policy of Fitbit .

[USAF-Larry]

Fitbit, like most other high tech companies has a list of authorized retailers, and deals only with them for support of their products.  If a discounter buys excess stock from someone and resells them, that does not make that discounter an authorized retailer.

[Rich_Laue]

We are only Fitbit users like you are, if you would like to ask Fitbit this question, you have their contact info.

[1dizzyblonde]

I am in the same boat as you, I purchased my off ebay brand new sealed box entered all info registered it with Fit Bit. Long story short my band has developed bubbles which is happening to many people if you search this on here. Needless to say they tell me I need to contact ebay. Ebay or not a company should stand by its product and warranty. I am so disgusted

[JohnnyRow]

It's too bad for @Djy176 and @1dizzyblonde, but I would be glad this happened with the band that is now replaceable rather than the central unit. There are many 3rd party colors and style bands available on Amazon and elsewhere, of course without the Fitbit warrantee, at significantly lower prices than the official Fitbit bands. Several people like to buy a variety of different bands, and switch for different situations.

[Rich_Laue]

Most companies only warranty to the origanal seller. Did your Ebay seller by the tracker direct from Fitbit to resale? If they did not, you would be second owner 

[Djy176]

That would be a question for fitbit - they have the serial number of the unit and know where they sold it.  I bought it from a large online seller - Groupon.  The unit was brand new in sealed box.  Fitbit also knows when I registered the unit and started using it.  My complaint is that they won't stand behind a product that they know is theirs.  If they are unhappy with the distributor that sold to groupon, take it up with them.  Why punish the consumer and refuse to replace the defective band on my unit?

[1dizzyblonde]

I have worked in retail sales for over 20 years and I have never ran in to this issue. The person on ebay how ever they obtained the Fit Bit I'm not sure but when I received it, it was a brand new product, never used sealed in a box. I think what really irritates me is it seems like just another company that wont stand by its product. I went to the forums first to see if anyone else had a similar issue and I found several posts with the same complaint so its an obvious defect on the manufactures part. Even if they would have offered me a discounted band I would have accepted but I feel as though they really don't care one way or another. I have learned a lesson in all this at least, before I invest my money in something I better read the fine print in the warranty.

[Rich_Laue]

Groupon is a website that offers coupons to local businesses, shops etc. Normally a person gets a code from Groupn to use at another place of buisness. This business would be the place of purchase.

Sorry @1dizzyblonde but with all the fraud on Ebay,.

[SunsetRunner]

What was Groupons' response to your warranty claim?

[Djy176]

Groupon only provides a 14 day return.  No warranty.  From a warranty perspective - if you read the detail pages on groupon, it indicates that there is no manufacturer warranty.  My bad.  
>From a customer/quality perspective, Fitbit  could have done something to stand behind this product - discount replacement, tell me they are sorry... anything.   This was a new, recently released product in original sealed packaging.  And they do nothing to own up to it.  Fitbit can look up the serial number and track exactly where they sold it.  If I had told them that I received it as a gift instead of being honest, they would have replaced the defective strap, no problem.  
Take a look at FitBit website and try and figure out who is an authorized reseller.  It list a few major chains, but also says "Or look for Fitbit at a retailer near you. Shop in stores or buy online by clicking the logos below..."   Good luck figuring out your warranty with that advice.  And if you buy from Amazon, make sure you buy only from Amazon, or else.

[SunsetRunner]

Was this a UK purchase?

[Djy176]

Hi.  The purchase was in the US.

[SunsetRunner]

Ah. I know nothing of US consumer law I'm afraid, but I do agree that Fitbit should at least offer a discounted replacement as a act of good will.

[MatthewFitbit · Accepted solution]

The full terms of Fitbit's warranty coverage can be found here. Since we aren't involved with unauthorized retailers or their quality control, we aren't able to extend this warranty to cover them. We always recommend making your purchases directly from fitbit.com, or through an authorized retailer.

[SunsetRunner]

Well things are different here in the UK, as our laws state that if something isn't fit for purpose we have grounds for a replacement or repair beit from the manufacturer or more commonly the retailer.

[Djy176]

Thanks Matt.  Please explain to me how quality control is different between retailers.  I will be happy to send you a picture of the box to show that this was a brand new item, made and packaged by fitbit.  I can also send you the serial number and you can look up who fitbit sold it to.  Since this model went on sale in late 2016 and this one was purchased in early 2017, it could not have been anywhere very long. Are you suggesting that the band was defective because it sat in the wrong warehouse for a few days?