Feedback about my replacement Versa 3

[OurPeg]

I had problems with my Versa3, bought from Amazon approximately 3months ago. Contacted Amazon who put me in touch with Fitbit. They agreed that I could return my watch and they would replace it. I was happy with that and, after 10 days or so, received the replacement watch. I was surprised to see that it was not a new watch but a watch that had .been refurbished. When I contacted Fitbit they told me that their policy was to replace with whatever they had at the time. Mightily unimpressed.😡😡😡

Moderator Edit: Clarified subject

[Odyssey13]

Hi @OurPeg  it's been Fitbit's policy for all the time I've been around the forums. You can read about it here. Isn't it better to get your replacement sooner than having to wait for a new device for a longer period of time? Right now, supplies worldwide are tight with many items and I'm thinking Fitbits are not exempt from what's going on.

[Fitskytizen]

I also had a versa3 replaced because the face plate (frame?) just separated!  It was good to get it replaced, BUT:

The device was just sent in a regular envelope! YIKES! I saw the the deliveryman just toss it onto my porch! If it had been shipped in a box, it could have been secure through transit...

How you treat your own products says a lot about the pride you have in your products and your company. I expected Fitbit would ship it in a box, at the very least. ESPECIALLY if the supply chain problem you cite is pervasive.... Regards.

[steveo2303]

i too had the same problem 

replacing my faulty device with a refurbed one and the refurbed one when arrived was faulty too 

i didn't buy a refurbed device to start with i bought brand new and it wasn't cheap.

there policy doesn't seem right to me.

any customer that has a broken device through no fault of there own should be offered an upgrade or compensated (this is what happens with good  customer service in other companies not fobbed off with a refurb)

[LizzyFitbit]

Hi there, @Fitskytizen and @steveo2303.

Thanks for the detailed information. Let me explain our team will work on each case and depending on the available inventory, you might receive a factory-certified refurbished product as a replacement as stated in our Warranty Policy. However, please know these products are tested and determined to work like new, with minimal wear and tear.

I understand your point of view and I'm sorry for this inconvenience. Every feedback shared in the forums helps us to evaluate our procedures, and improve our services. Your feedback is appreciated and please know it won't go unnoticed. While I don't have access to your cases, if you have issues with your replacement, let me suggest  getting in touch with our Support team one more time so they can help you out. Click here to get connected with them via chat or phone.

[steveo2303]

“However, please know these products are tested and determined to work like new, with minimal wear and tear.’

explain how all refurb watches are tested when they have just sent me a faulty replacement that would not power up or charge with a power button that was stuck in ????

what you say just isnt true otherwise my replacement would have been working would it not ? 

it seems your response is a generic response  that seems to be posted when someone has a problem with a repair or replacement 

fitbit has a very bad rating on trust pilot that i have only become aware of today 

your uk and ireland facebook page tells a sad story as well

it seems customer after customer is un happy with the way they are treated when there device they paid a lot of money for becomes faulty 

[LizzyFitbit]

Hi there, @steveo2303.

Thanks for taking the time to review my previous post and share your feedback. While all our replacements are tested by our team so they can work correctly, I understand where you're coming from and I apologize this wasn't the case with yours. This isn't the type of experience that we want you to have and because you already have a case created, my best advice is to keep an open communication with our Support team. That way they can evaluate your details and continue helping you with this matter. Your comments will also be passed along so our team can have them on hand.