Not Happy with Fitbit Customer Service/Warranty

[JustWrong]

I am (was) a long time supported of Fitbit.  My most recent purchase was in May 2018 when I purchased my Fitbit Versa (this I believe was my third Fitbit product).   Earlier this month (August 2019), my fitbit versa quit working.  All I get are colored lines across the screen.  This is the second time this has happened.  The first time, which would have been approximately May/June 2019.  Fitbit Support was able to walk me through the steps to try and resolve the issue - and it worked, which left me completed satisfied.  However, this time round, Fitbit Support has not been able to resolve the issue; and they also advised that the 1 year limited warranty has passed, so there is nothing further that can be done.  All I have been offered is a discount on another Fitbit product.  This is not satisfactory to me.  When I completed the satisfaction survey, I was advised that Fitbit trackers are made to last, however due to some factors beyond human control, materials that these are made from reach their limitation.  It's only a very small % of products that actually experience such anomalies.  Fitbit will always extend or exhaust all possible means to meet Customer's expectations and will continue to aim towards nothing less than your rightful satisfaction.  I would think that if my situation was such an anomaly, and that Fitbit exhausts all means to meet customer's expectations, I would have been offered/send a replacement - no questions asked.

BASED ON MY EXPERIENCE WITH FITBIT, I CAN CONFIRM THAT THEY HAVE NOT EVEN COME CLOSE TO REACHING THE CUSTOMER SATISFACTION STATEMENT THEY SENT OUT TO ME!      

[lbaker0916]

I had the same issue with my Alta HR! They had already replaced it because it bricked within the warranty. Then it broke AGAIN a few months later when it was outside the warranty. When they offered me the discount, I didn't even ask for a replacement after I heard that my warranty had expired. I was 100% ready to BUY a replacement, and just asked that they cover the extra charge for the two-year warranty, so I could rest assured that if I bought it, I wouldn't have this problem again in a few months. My representative, Ricardo, refused. When I asked if there was anything they could do to reassure me that this wouldn't happen again, he again refused. I asked him why--thinking it was a pre-set thing in their computers--and he said, "Be-caauuse." I said, "Wow," and he said "Mmhmm." It was the weirdest customer service experience of my life. Not only was I out on my Fitbit, but here I was talking to this dude clearly living out his wildest 2nd grade mean girl fantasies. It's a rare day when I'd rather be dealing with Comcast's customer service people. Oh well. Moving to Garmin. 

[diehlsdeal]

Just spent an hour on the phone with Fitbit and my experience is exactly the same. Out of warranty and offered a 25% discount. I'm off to Garmin also. 

[Cecemajor]

I can definitely agree with these statements! I was also ready to buy a new watch as well. The literal screen popped out of my versa and the warranty was gone. I've had fitbit products since 2008+ and I've never seen anything like it before. The discount they offered was an insult. They said that they would give the versa lite for 40% off in a specific color. When I checked on their website it was already being sold to everyone at 35~% meaning that the price everyone was paying was $99. With their "40%" it came to $95. When I brought it to their attention they said, "this is the best we can do". Definitely not satisfied with them right now, considering their "made to last" made it just past the warranty. 

[DMRK]

They are terrible!!!! I jus got the same response from them!!! No thanks to 25% off your crappy misleading product descriptions!