Fitbit Customer service experience

[Saritamac]

I am upset with how my claim was handled today. My original Vera watch had the HR stop working and then stopped keeping a charge. They sent me a replacement one and now after less than 6 months the replacement did the same thing. Since the watch was over $200 this is totally not acceptable to me. The watch should last more than 6 months at a time!! It also had the same thing go wrong! They will only offer me a discount on a new one. Why would anyone buy another one when the last 2 only lasted 6 months! Has anyone else had this problem? I love the watches but not the customer service.

Moderator edit: updated subject for clarity. 

[Odyssey13]

Hi @Saritamac  the warranty information can be found here - click to read - and Fitbit Customer Support does abide by those rules. I'm sorry you're not happy with the discount offer. Why not think about it and see what options there are for you?

[AndreaFitbit]

Welcome to the Fitbit Community, @Saritamac. Thank you for sharing your customer service experience. 

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. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on what you share here.

I understand you've invested in the Fitbit Family; however, we as any other company have policies to follow through.  While customer satisfaction remains our number one goal, the demands of running a global business require that we enforce our warranty consistently.   

Thank you for your input and comments @Odyssey13.

Keep on visiting the forums. 

[tracey179]

Customer service is shocking! I have tried everything they have suggested and still cannot update my watch. I told them this and now they want me to reset again!

i cannot use my watch as it has gone back to factory settings. They just keep fobbing me off. I have only had the watch since June! 

Very very annoyed!!!

[AndreaFitbit]

I apologize for the delayed response and thank you for your feedback @tracey179. I appreciate all your efforts to resolve this situation. 

Please continue your communication with our Support team and they will provide you with a solution.

Keep on visiting the forums. 

[tracey179]

I got a replacement today thank you so up and running and will see how it
goes

[AndreaFitbit]

Thanks for getting back to us @tracey179. I´m glad to hear that you got a replacement today and that you´re back on track. 

Keep on visiting the forums.