Feedback about warranty process

[MichelleHamman]

I bought my first Fitbit in December 2018 in Australia. My watch broke in December 2019, I easily received a new watch. The new watch broke in April 2020. It only lasted 4 months! Ridiculous! When I logged the second complaint with the watch, they said I am not under warranty any more. Even though Australia has a confirmed 2 year warranty (https://www.news.com.au/technology/gadgets/wearables/fitbit-forced-to-offer-twoyear-warranty-after-a...

Then after a lot of back and forth, customer care came back to me and told me that my watch is no longer under warranty because the watch has been activated in March 2018 (before I even owned it, which is weird, because I bought it from the Fitbit store as a new watch....).  

Moderator Edit: Word choice

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @MichelleHamman, welcome to the Community Forums! 

Thanks for taking the time to share your thoughts and personal experience with your Fitbit device, I understand your situation and how frustrating this matter can be for you. I'd like to let you know that we are always striving to improve the Fitbit experience with our products and services, therefore, the feedback that's shared here in the Community Forums is always appreciated and really helpful for us to evaluate our procedures and make sure that we are delivering what our users want and need.

Since you already received assistance from our Customer Support team, I suggest you to contact them back if you require further assistance or if you have any additional questions about the outcome of your case. Also, for a better understanding of the information they provided to you, please check our warranty policies here. 

Let me know if you have any additional questions, I'll be around.

[MichelleHamman]

Thanks for your response. I have not yet received any feedback from Customer Service. I have reported you to the Australian Competition & Consumer Commission. The reason why is because you are refusing a 2 year warranty because the watch was activated before I even bought it from you on the Fitbit Online store as a new product. 

[RicardoFitbit]

Thanks for your reply @MichelleHamman.

I appreciate all the information that was shared in your post. As it turns out, I'm unable to check the information that our Customer Support team provided to you in regards your eligibility for a replacement device based on our warranty policies, therefore, I recommend you to contact them back directly if further assistance is needed. 

I'll be here if you need anything else.