Warranty - contact please

[Nowelle]

Hi, I don’t have Twitter, the online 24 hour chat doesn’t appear to work and I can’t afford to call America (I live in the uk) but I have a question about my warranty.

My elderly mother was trying to change the strap on her Fitbit inspire 2 when the (hard) plastic on the Fitbit itself snapped off at one end. This means she can no longer insert the pin to replace one half of her strap.
There is no way my mother has enough strength to have forced the plastic. The Fitbit must have been defect. It was purchased on 30th June 2021 and has not been intensively used. She (and I) are so disappointed.
I assume this falls under the Fitbit warranty? Can I return the Fitbit and have it replaced? And how do I do this? I look forward to hearing from you.

Kind regards

[SteveH]

Whether it's covered by warranty depends on whether Fitbit support think it's accidental damage or not. Best thing to do is to call them as you need to call them to arrange a replacement under warranty anyway. There is a UK number: 0800 069 8505

[Nowelle]

Thanks for the information Steve. I will try the UK number.

[DramaQueenDiva]

It also depends on where you got the device. Fitbit cannot honor replacement warranties of third party retailers.

[Nowelle]

Oh I see. So would that include if you bought it from Amazon?

[Nowelle]

Well here is an update. I called the UK number that Steve recommended. There was no issue with Fitbit dealing with a watch bought from Amazon. The customer service guy I spoke to was friendly and helpful. I have sent him a photo via the e-mail and he will get back to me about whether the damage will be covered by the warranty. Fingers crossed!

[Nowelle]

Just to update everyone on the process. Customer services was easy to reach and really friendly. Firstly they requested that I send a photograph of the broken Fitbit for them to access the damage. I explained that I dont live near my parents and that this would be difficult for them to do (they are not computer literate). Customer Services told me that this was necessary so I talked my parents through taking, uploading a photograph and attaching it to an e-mail. After that I was asked to send a second photograph of the Fitbit with the casenumber hand written on a piece of paper next to it. This wasn't mentioned in the first request and I found it a bit strange in this day and age, certainly as the case number was stated in the e-mail anyway. Such a task maybe simple my generlation, but for my parents it was a whole procedure and quite stressfull. Unfortunately my parents were unable to make a clear photograph of the Fitbit with the piece of paper; it was hard to see the damage in a photograph anyway. I sent the second photograph but suggested to the customer services person that we send the FItbit itself to them to access the damage.

Following this, with no further questioning or contact, my parents were sent a reconditioned Fitbit (without strap). We were happy with the result, just a bit bemused about the process which appeared to have been made more difficult than necessary.

I am interested to know what other peoples experiences are.

Kind regards.