Feedback about Fitbit Versa

[Natalie311]

In the last few years, I have had a very unpleasant experience with customer service regarding two different watches.

My most recent experience was exceptionally bad. My husband purchased a Fitbit Versa for me for Christmas, even though I had advised him not to. He knows I really value fitness, and found it on sale, so bought it, despite my feelings about the way this company treats their customers. Only three months later, I reached up to open a cabinet in my kitchen, and my versa tapped the handle and cracked all the way through the watch. I contacted customer service again, and even though my watch was under warranty, they claimed I had physically damaged the watch and would not replace it because their "warranty procedures" would not allow it. I was confused because a watch's screen should not crack when you tap in on a surface. It wasn't as though I threw it across the room or someone stepped on it - it tapped a handle on a kitchen cabinet. I spoke with two different agents, one on the phone, one via messaging, as well as a manager, and they  all refused to take responsibility for this clearly defective product, claiming the watches damages appeared to be "spider web crack", even though I have images that show a crack that goes directly down from the point of impact (I saved the transcript of this conversation and I have evidence of the agent contradicting his definition of "physical damage". I spent over an hour, explaining I did not damage this watch, but they said they had to stand by their warranty procedures (to replace watches that were defective), which to me is complete garbage since their product was defective. I know of others with the exact same watch that have dropped it many times, and their watches are in perfect condition. They only offered a replacement watch at 25% off, which I can't afford and regardless, refuse to purchase after only 3 months of use.

If  anyone knows how I can formally file a complaint against Fitbit, please advise.

Moderator edit: Updated subject for clarity.

[SunsetRunner]

Hi, I flagged your post to bring it under the attention of the Moderator team. Hope you will soon get a reaction from one of them. If you think I really helped with my post, see my signature, thanks. 

[Natalie311]

No one has contacted me - do you know the process or who I contact to file a formal complaint with the company? This is not the first defective watch they are refusing to replace. 

[YojanaFitbit]

Thank you for reaching out to the Community @Natalie311. Great to see you again @SunsetRunner, thanks for  your help.

We're glad to see you around, thank you for the thorough feedback about the Fitbit environment, customer service and devices. This has not gone unnoticed and be sure that I will pass this along.

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. A Fitbit representative will be contacting you shortly to help you with your request. Please keep an eye on your email inbox. 

I'll be around. 

[CaitBridg]

I would like to submit a Formal Complaint.

I am extremely disappointed. We got my daughter the Fitbit inspire as birthday gift. It broke and she hasn’t been able to wear it since November the band won’t stay on. After looking at your fitbit community this seems common. I was told I could buy a new one, so every three months I need to buy a new one if she wants one? They told me the warranty was "limited". Well, that is ridiculous. I don’t want to purchase a new one if it will break again, that makes no sense. I can see if it has been years and your year "warranty" was up. But 3 months come on, Since you wouldn’t send a replacement one, I tried gluing it today with gorilla grill, well that didn’t work either.

I am very upset with your customer support on this. I would appreciate someone getting back to me on this. We would like a replacement one sent out to her, you can have the old one back. Since it is no good,

This is my 3rd fitbit from you, I had the charge, now I have the Blaze, which I was thinking of replacing because it is out of warranty and the battery doesn’t stay charged. But I think we might be switching brands, since you don’t stand behind them.

Customers shouldn't have to replace the device if it is faulty, after wearing it for a year. We were offered 20% off or 40% off the newest ones. It was used for 3 months.. I would like an email address or someone to send a complaint to.