Fitbit Does not Stand Behind Their Products

[katie30]

Please do not support this company. I paid almost $300 for their Versa watch and 13 months later it stopped working. It is only ONE month past warranty and their customer service will not stand behind their products. I was offered a 25% off coupon and told this is all that they can do. I can understand if it was significantly past warranty but literally one month. The watches are on sale for 25% off so the 25% off is no discount.

[Holtzmann]

Ok, but… What if someone came to them 2 months after their warranty is up? They'd say "but it's only a month more than @katie30 's warranty was! She got her watch replaced." Warranty is there for a reason, and usually with a very strict timeline. 

Instead of complaining about the company, complain to your country. In Europe, a private person's warranty for all tech items is 2 years. Campaign for longer national warranty times. FitBit is doing what they are allowed to do. 

[katie30]

Thanks for your viewpoints. I respect different opinions but will continue to hold my own. If you build a great product that typically lasts month longer than the warranty period, is there any value to be gained in solving your customers' problems on your dime after the warranty is up? You bet there is. A great experience helps drive customer retention by building trust, produces less customer complaints and returns and a great experience shared leads to new customers. The trust, credibility, and loyalty that comes from happy customers builds repeat sales and ignites positive recommendations about a product that helps a company reach new audiences. I paid almost $300 for a special edition versa, which I took extremely good care of. Once the warranty runs out, fitbit expects the customers to have the burden of paying for repairs when its evident the quality of their product is not high or they would stand behind it.