My Versa died on 20th August. I am a UK customer. I was told to post it the Netherlands for assessment for repair or replacement. I sent it 25th August as instructed. It never made it and it is currently sitting in the Heathrow sorting office waiting to be located and sent back to me. There seems to have been a problem with the address Fitbit gave me. The support team did not do anything to help me despite many emails and tweets asking for help. I bought it from the UK Fitbit store. I emailed them proof of posting (£13.05). They did not reply to my emails. My tweets to them just asked me to wait for an email.
I sought legal advice yesterday. I was told that under the consumer law of 2015 a problem with a product or service has to be dealt with within a reasonble period of time. I sent the support team an email telling them I do not consider posting it on 25th August and no action taken by 12th September a reasonable length of time. They appeared happy to just wait until the parcel eventually made it to them. I was told to tell them time was of the essence and gave them a week to sort it out. I got a reply the next day. I'm out. I'm getting a refund. Finally! In 7-10 days time though. My postage costs will be refunded in 2 to 3 working weeks!
I had emailed a formal complaint on 8th September. It was never replied to. Yesterday Fitbit emailed me to say they don't have a formal complaints procedure. I'm amazed at this. No complaints procedure for a company of this size?
I post this to say don't just sit there and take it if you are having similar problems. Know your rights. This morning I got one of those automated 'how did we do?' emails. Consider this my response.
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