Feedback about customer service

[Dragonfly925]

I have a Versa, it’s 10 months old and has stopped working.  After an email exchange, I have been told that I can’t get a replacement as I am in Jersey.  They say “Unfortunately we are not authorized to ship to the country you requested and we are unable to send a replacement.

We are only able to ship replacement products to permanent addresses (business or residence) in countries where our products are sold directly by us or through authorized retailers

We hope for your utmost understanding regarding this matter. Let us know if you have questions”

So I am now stuck with a watch that doesn’t work and the warranty means nothing!!

I certainly won’t be buying a Fitbit again and I am seeking legal advice.

Moderator edit: Subject for clarity

[Rich_Laue]

I would ask Fitbit why? If Fitbit can not ship directly to Jersey then this most likely is an embargoe setup by the USA or Jersey. 

My thought is where did you buy the Fitbit. 

[Rich_Laue]

I would ask Fitbit why? If Fitbit can not ship directly to Jersey then this most likely is an embargoe setup by the USA or Jersey. 

But it sounds like Fitbit has not been able to setup a market in Jersey. 

My thought is where did you buy the Fitbit you might have to go back to them. 

[Dragonfly925]

I was given it as a gift, but it was bought here in Jersey by my daughter.  I have spoken to other people who have said they have had replacements sent to them here so I am at a loss as to why they've refused me.  

It's terrible customer service.

[YojanaFitbit]

Hi @Dragonfly925 thanks for reaching out the Fitbit Community Forum. We appreciate your help @Rich_Laue.

I understand where you're coming from, thanks for sharing your feedback with us. We're very interested in helping you to get back on track, but in this case our team will be checking some important details with you via email.  Please keep communication open with them, they will be glad to keep assisting you.

Keep me posted on the resolution. 

[Dragonfly925]

I am currently waiting for a reply as it's unacceptable that you're not willing to honour your warranty because I am in Jersey, which is a crown dependency of Great Britain!

[YojanaFitbit]

Hi @Dragonfly925, I understand where you're coming from. Please keep me posted on the resolution once our team contact you back. 

See you around. 

[Dragonfly925]

Hi,

A replacement has been dispatched so hopefully will get it soon.

Thanks for everyone's help

[YojanaFitbit]

Hi @Dragonfly925! I'm glad to know that you will be getting back on track soon. Sorry for the delay. Please feel free to come back at any time, we try to take care of all the members of our family. 

I dont' know if you're familiar with our Discussions board, there is a really good chance for you to like it. In case that you haven't do so, check it out! You might be interested in these topics: Get Moving and Challenge Your Environment.

Keep stepping around in the Forums!