Limited Warranty doesn't cover shipping

[lauried_1079]

I contacted Fitbit today after my Versa went to a completely black screen today. I've owned it less than two months.

They sent an email asking me to reply with my shipping info and after I pay (they suggested shipping it with a tracking number), email them the tracking number and basically wait. 

I was told to only send the Versa Face. It may be the charger? I asked if they wanted proof of my invoice since I bought it from a third party authorized dealer. 

(That dealer only offers a replacement for 30 days). 

I was instructed that I did not need to send anything else and if it is the charger then I can ship the charger once the "refurbished face" arrives. 

I've bought many tech devices from Google and they've always made sure I had a new phone while the return was en route. 

This seems a tad sketchy and I'm wondering if anyone has successfully mailed a part of their watch to Fitbit and received a working one in a timely manner?

advTHANKSance!

[WavyDavey]

Hi @lauried_1079 ,

Plenty of people here have returned their Fitbits for warranty. It's not sketchy, it's just their process.

They probably want to make sure the pebble ("face") isn't the cause of the problem before looking at the charger. It's common practice for them to ask to return only the pebble part.

The other option is to just keep it, but that's not a very appealing choice. 🙂

[lauried_1079]

Is the replacement under warranty?

Laurie DesAutels

[WavyDavey · Accepted solution]

It is, but my understanding is the warranty is valid only for the period of the original purchase. So a two-month old faulty Versa would have 10 months left on the replacement. This is under the US warranty terms.

If they didn't do it that way, I think some customers would get a "lifetime free fitbit", which isn't a good business model.

That's my recollection of how it works. I believe when the warranty runs out, Fitbit will offer discounts on replacements.