Poor quality- poor customer service- run don’t walk AWAY from FItBit

[Corcda]

I have been a Fitbit fan since they first started and I have logged many miles with them over the years.  What impressed me most about them was the customer service and that they stood behind their product. Sadly, I have seen the decline in both to such a degree that I will no longer be a customer.  My final experience with Fitbit involves the Versa 3.  I had had a Versa 2 that stopped working a few days outside of the warranty period of one year.  I received a discount so I purchased a Versa 3 in April of 2022.  In December, the face of the Versa 3 was

falling off, only dangling by wires, so I reached out to Fitbit and after a grueling exchange, finally was authorized a replacement.  That whole process took over a

month to resolve.  Fast forward to approx 6 months later and now this Versa 3

stopped working.  Contacted Fitbit on Wednesday and they said I’d receive an email that evening with warranty and replacement options..  I contacted them on Saturday bc I still had not received the email and as I was explaining to them again, I finally received the email I was promised on Wednesday.  The email said my  “inspire” was out of warranty but I’d receive a 30% discount.  I called them back to explain their error and they said they meant my Versa 3 was out of warranty because it doesn’t go with when I received the replacement.  It expired in April after a year from the date i purchased the Versa 3 that they sent a replacement for in December. They aren’t even willing to stand behind their replacements for a full year! 

[SunsetRunner]

The problem isn’t so much Fitbit, they state a limited warranty of 90 days on replacements, it is your countries consumer laws, you need to contact your politicians and ask for stronger consumer laws.  That is all any company is operating under.  Same goes for other companies they replacement is covered for either 90 days or how long your original purchase has its warranty remaining.

[Corcda]

End result —Apple watch 7

[SunsetRunner]

And yet if you don’t demand better consumer laws you will find you face the same problems if your Apple Watch has issues.  It will be replaced with a refurbish watch, and it will only have a warranty of the original watch or if nearly expired 90 days.  Changing to apple accomplishes nothing.  You need to demand better consumer laws. 

[ALHokie]

I posted this in another thread, but I believe it is more appropriate here. First time ever I had a chat operator "hang up" on me. 

I have had my Versa 3 for about a year and a half and now it won’t charge. Contacted FITBIT and they were initially very nice and sent me a 35% discount code for a new watch. Fair enough I thought. However, can’t use the code if the watch is on sale. Which of course they are. So I contacted FITBIT again and the Chat agent said they would escalate to see if they could do anything else. I had requested perhaps a smaller discount code that would work, free extended warranty, something that would help me; to use their words, “We want to keep you in the Fitbit family and working toward your goals. Please accept a discount toward the purchase of a new device on fitbit.com”.

About two hours later got the same email and same type code again. So I thought maybe there was a mistake, so I contacted them again. This time got even less and in the end, the chat agent actually hung up on me. Never found out if it was elevated or not.

I was fully prepared to buy another fit bit, but based on this I think I will be looking at options. Still might buy a Fitbit if I find it is the best value. But had they done something to “keep me in the family” I would not have even looked.

Really sad when customer service scuttles what otherwise could have been a good consumer experience.