My experience with Customer Service and Fitbit devices

[clea24]

I have had two Fitbit Versa watches stop working in the past 8 months - The Versa Lite and Versa 2. Both watches stopped working due to the heart rate monitor failing. Both times when I have reported it, I have received subpar customer service, where I’m told absolutely nothing other than to restart my watch, factory reset it or repair it. When none of that has worked, the response has been along the lines of “you will receive an email from us shortly”. Then the email just says that my device is out of warranty and there’s nothing they can do further.

There is something seriously wrong with the way Fitbit are handling situations like this - there is a problem with their watches that they need to address properly. 

Needless to say, I will not be getting another Fitbit watch again. Not just because the watches have failed but because the customer service is terrible.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @clea24. Welcome to the Fitbit Community Forums. Thanks for the details provided in your post about the issue with your Fitbit devices. We‘re taking your comments and sentiments in regards to our products and services into consideration.

Thanks for your question about why we didn't replace your Fitbit device. 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 or doesn't meet the requirements, and therefore is not eligible for repair or replacement.

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.