My experience with Customer Service and Fitbit Warranty Polices

[Stellarwarmth]

I purchased my fitbit 11/21 with a 2 year warranty. I contacted them 6/23 to tell them that my fitbit has stopped working. I was told by the first representative through an email that it was "not in the scope of warranty". I contacted fitbit to ask what in the heck that even meant. I still have quite a few months left on my warranty. The next representative acknowledged my warranty and said I would receive an email with what to do next. That email gave me a log in to All-State insurance company where I paid a $30 deductible for a watch replacement. I paid. Then I receive an email that says I need to take my watch to a repair shop. Pay in full for my repair and then wait to be reimbursed. What type of customer service is fitbit providing? They are not upholding the warranty that I paid for. Why should I have to go out of my way to take my watch to a repair shop (that I'm not sure even exists for fitbit) pay out pocket, then wait to be reimbursed. I paid for the warranty. I paid my deductible. The product was a failure. Replace the watch like a decent reputable company. This the WORST customer service I've ever experienced. If this should happen to appear on a search about fitbit warranties please save yourself the hassle. They are not legitimate. 

Moderator Edit: Clarified subject

[Julia_G]

Hi, @Stellarwarmth I think there is some confusion.  Fitbit does not operate or authorise any repair centres at all.  I would contact Fitbit Customer Support again on Contact.fitbit.com .

[Stellarwarmth]

There is no confusion. The company that handles Fitbit extended warranty is AllState. 

 

[MarkMM]

@Stellarwarmth Hi. I think you need to keep communicating with all State. No Fitbits are designed to be taken apart and repaired. They are replaced. A local repair shop wouldn't even have parts to repair a Fitbit. All State needs to replace somehow or give you a refund. 

A few years ago when they were still square trade, I was offered a warranty while buying a quick set pool. I bought it. The pool developed a leak. Square trade wanted pictures or something. I told them IT'S A SWIMMING POOL! They were like, oh right. And gave me near full refund. 

[JuanFitbit]

@Julia_G @MarkMM , Nice to see you both here. Thank you for your help and for sharing your experiences. 

@Stellarwarmth , A warm welcome to the Community! Thank you for your messages.  As you purchased an extended warranty with AllState, you should contact  them and let them know about your situation. Everything should be handled by them. 
Fitbit does not offer any repair shop or similar services. If you contacted the Fitbit Support Team, they'll check the warranty offered by Fitbit, that's why you might have been notified that the Versa is out of warranty. The extended one, is provided by another company (All State). You should keep in contact with them so that they make sure that the extended warranty purchased from them, gets used. 

More about this, can be found here: Limited Product Warranty