Fitbit versa special edition stopped working and Ive been offered a refurbished product not new

[SigneU]

Hi, 

I have Fitibit versa special edition, bought a year ago, and a week ago it stopped working, first the screen had a white line, then it went completely black and the next day stopped syncing and working at all. 

Now, I have still warranty left for 10 months and contacted the customer service. They are all very polite, but cannot answer to this day, if i will be sent a new watch as I explained to them that I do not wish somebody's used and old one, specially as I have paid 240EUR for my new one, just for fitibit to cover themselves until the end of warranty time.

Now my question is - can I request a new watch or even minimum 50% refund, as I was told that 100% refund is possible only until 45 days after the purchase?

Thanks in advance. Please also share in what condition your replaced versas came?

[SteveH]

If you bought direct from fitbit then you have 45 days from purchase to return it for whatever reason for a refund. This is separate from the warranty.

The warranty runs for 12 months from purchase (24 months in Europe) and provides only for a replacement in the event of a defect, not a refund. And if it is replaced then it will be with either a new or refurbished unit.

The relevant clauses in the warranty are:

"If you are unsatisfied with your purchase from Fitbit.com for any reason, you have 45 days from the date of shipment to request a full refund"

"If such a defect arises and a return authorization request is received by Fitbit within the applicable Warranty Period, Fitbit will, at its option and to the extent permitted by law, either (1) repair the Product at no charge, using new or refurbished replacement parts or (2) replace the Product with a new or refurbished Product."

The full terms can be found via the link at the bottom of this page or direct via: https://www.fitbit.com/legal/returns-and-warranty

So, to directly address your question: you can't ask for a new replacement and you can't get a refund under warranty

[SigneU]

Thank you! I understand all this and have been copied this text by the customer service. But I wish to have a new watch as a replacement and confirmed that it will be new one sent, as it is not my fault the one I bought broke/is not working. So why should a customer be punished with somebody else's used watch?

[SteveH]

All you can do is to ask them again but they have no obligation to provide a new replacement given they are sticking to the terms of the agreement.

I've had a quick search of the community and it seems that you are not alone in your concerns over refurbished trackers but Fitbit clearly do not see it as a punishment. One post I found had this from one of the senior moderators:

"All replacement units are carefully inspected to ensure they are working as expected, and undamaged. If a refurbished device is sent to you, it will be indistinguishable from one purchased new"

From: https://community.fitbit.com/t5/Surge/Why-are-replacement-units-refurbished-and-not-new/m-p/1152697

[SigneU]

Thank you for the research. I feel really disappointed and let down, especially considering the price paid, shouldve bought apple instead maybe then from the start. I though that it would be a quality brand...