My experience with Customer Service and Fitbit Warranty Polices

[Joannamarie2015]

So the watch still loses time and I contacted fitbit n went through their diagnostics and I was advised I would get an email from them. I did. However because my original watch was faulty and they replaced due to being within warranty this watch the replacement is now out of warranty they will not replace. I did question do I not get a warranty with the replacement watch they are now not responding to my email but offering 35% discount on a new watch? 

Moderator Edit: Clarified subject

[Guy_]

Hi @Joannamarie2015 - unfortunately if you can't get your watch to work it may be faulty.

The warranty for the original watch allows replacements during that time and replacements have a very short warranty of their own which once expired means you are out of sny warranty.

The discount is not available on your model, it is  only available on more expensive models which don't have all the features you had, and have numerous issues.

If you decide to stay with Fitbit the closest model to yours is the Versa 2 which you can still get in the shops (or perhaps online) but you won't be able to use the discount, so can consider other brands that may better meet your needs.

[MarreFitbit]

Hi there, @Joannamarie2015. Welcome to the Fitbit Community Forums. Thanks for the details provided in your post. I understand how you must be feeling. @Guy_ Thanks for your input!

Thanks for your question about why we offered a discount towards a new Fitbit product instead of a replacement of your existing Fitbit product. Our limited warranty provides repair or replacement of products that have a defect while still in the warranty period. Your device is out of the warranty period, and therefore is not eligible for repair or replacement, but we want to offer you a discount to thank you for your loyalty to Fitbit.

For more information about our warranty, see fitbit.com/legal/returns-and-warranty.

Please feel free to reach out to our Support Team once again if you have any further questions or concerns regarding the outcome of your case. Since you have reported this matter to our team, please note there's nothing left we here in the community can suggest other than reaching out to our team again.