My experience with Fitbit Versa 3 and the Customer Service

[Amnothappy]

I had my Versa 3 fitbit face fell off while travelling. Finally returned home and contacted Fitbit... twice. The first time they told me my fitbit was still under warranty. They asked me to send a photo of the damaged product but I explained that the face fell off when we landed in Mexico at the start of our vacation so I placed a drop of glue to hold it together. They promised to "expedite" the claim within two days...nothing happened. So I contacted them again and was able to send a photo of my fitbit, to which they sent me an email stating that the $282.48 fitbit I had purchased does not qualify for replacement or anything else as it was 1 1/2 year old. I had an Ionic fitbit which gave me problems and in frustration, I ended up throwing it out now there is a recall for it citing the same reasons I had, also the bands breaking off.

Then I had a Charge 4 which band broke completely off (luckily I had bought a 3 year plan through Geek Squad so they will replace that one with a Gift Card for Walmart...waiting to see). I loved my Versa 3 but because of all the problems I have experienced, and the less that satisfactory after service I have received...I will NOT be purchasing another Fitbit, even if it states that it is willing to do my exercises for me!!!

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Amnothappy. Welcome to the Community Forums. We‘re taking into consideration your comments and sentiments with regards to our products and services.

Please note that 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.

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

If you have any further questions or concerns regarding the outcome of your case, please feel free to reach out to our Support Team once again so they can clarify any doubt.

Thanks for your understanding. 

[RaraC111]

I think this response is horrible. What are you doing to improve your products? If you replace a new product with your refurbished product and the face falls off it too, it's a defective product. We pay for a product to last for more than just a **ahem** year! Your response sounds like smoke being blown up a butt. Just useless!

[Maroon]

Yes my limited contact with Fitbit customer support (so called) was much the same ie the customary process to drive attrition and wear you down, promise the world and the actual outcome much less a globe. All the best. 

[Amnothappy]

Hello MarreFitbit: Sorry for this delayed response... After my complaint and a few follow up letters, Fitbit company sent me an email saying that they were willing to replace my Fitbit. They asked me a few questions about who would really be receiving the replacement and I agreed that it was me. After this communication, within 4 days I received a box and when opening I found a fitbit watch without any bands and the enclosed paper said it was a refurbished Fitbit. I had to go out and purchase a band for it. To date I haven't registered it as I have been pretty busy with other things. Hopefully this refurbished one will give me at least a year of service?  Does anyone know what a "refurbished" Fitbit means? Is it one that had problems and had to be repaired???

I realize that they didn't have to give me anything because my Warranty had expired but ...