Replacement Versa Fail

[RenoS]

Customer Service Fail

I was having a problem getting a Fitbit app to work correctly on my NEW Fitbit watch and a customer service representative offered to replace it. 

It took six weeks to receive the replacement and when I opened the package it was clear that I was sent a used watch that had scratch marks on the back and a spot where the paint was worn off the face of the watch. Additionally the replacement watch is malfunctioning and does not track sleep consistently.

I was told to email pictures of the damaged areas and received no reply until making another a follow up call weeks later when I was told that they received the pictures but would need more pictures and another email with the case number in the picture before moving forward. 

I was sent a return label and when I called to confirm that I would be getting a new watch I was told that Fitbit reserves the right to send me a new OR refurbished watch.

I declined asking for my NEW watch to be returned and was told it had been destroyed.

I was not told that I could or would be sent a refurbished watch and I would not have returned my NEW watch if I had been told I would be sent a used watch.

Great products but poor customer service limited by call centers in foreign lands with workers that can only read what is on the script or escalate the case which produces a indifferent, generic looking email ending with the sentence below.

"This is a process necessary for this case and we won't be able to provide you with a different resolution".

[Odyssey13]

Hi @RenoS  the warranty information is available on the Fitbit pages - click to read. 

[RenoS]

I have had a similar experience with THE WORST customer service I have ever experienced (great product though).

I was having issues with a fitbit app and a customer service representative offered to replace my fitbit with a new one. My Versa was new but I sent it back with the provided return postage in September 2020 and after 6 weeks I received a Versa with scratches on the back and the paint worn off the front that doesn't track sleep or steps correctly.

I contacted fitbit and was told that they had the right to send me a refurbished watch and I told them that I had the right to be informed of that when fitbit offered to replace the watch and to please send back my watch that was only a few months old. I was told it had been destroyed and my only option was to accept another refurbished watch and after receiving multiple form letters my issue was escalated to the escalation department.

Their response below doesn't make sense saying they have no way to provide me with a new replacement (really?) but most customers get a new replacement.

Hi Tony,
We'll be glad to address your concern regarding the replacement of your Fitbit Versa.
Moreover, there is no way to ensure replacements are going to be a new or refurbish device and this is according to our warranty policies. However, Fitbit replacements can be a new product packaged in a sealed poly bag. The majority of warranty replacements are brand new products like this or a previously owned product. These are typically products that were returned to Fitbit unused for reasons such as wrong size and wrong color. 
We'll be looking forward for your return to be received for us to process the replacement right away.
If you have additional questions about your Fitbit device or service, visit help.fitbit.com.
Sincerely,

Reply directly to this email to update your case

Moderator Edit: Word choice

[Odyssey13]

@RenoS  the Terms of Service, linked at the bottom below, discourage cross-posting, so your posts were merged in this thread with your other posts. It is not bait and switch, as you'd already purchased the Fitbit. The warranty terms are clearly listed and I gave you a link above, too. If the device you received isn't working properly, you'd want to get with customer support about it. Why not try to get your Versa working, so you can use it?

[RenoS]

Thank you Odyssey13 for the link to the warranty page but not helpful or informed in this instance, however your comment count did go up.

I would suggest going back and following the link I provided to more familiarize yourself with what constitutes "Bait & Switch" beyond the initial retail purchase of goods or services but I will break it down for you.

Lets say Carl is working at his fitbit customer service job and Odysseus reaches out with an issue about his fitbit and Carl offers to send Odysseus a new fitbit.

Odysseus loves his fitbit and thinks this is a very generous offer and sends them his new watch.

Fitbut sends Odysseus a used malfunctioning replacement.

Does anyone else find this customer indifference hard to reconcile?

Moderator Edit: format 

[Odyssey13]

@RenoS  you're welcome for the link and I'm not worried about my post count. I read your linked page before I commented and I appreciate your explaining it. Now, here is my link - click - from Consumer Reports about bait and switch. Here is one quote from the article: "The FTC has some guidelines about what is “bait and switch” advertising and what isn’t. Basically, “bait and switch” deals with a disingenuous advertisement. There needs to be an advertisement for the bait in order for there to be a “bait and switch.” "

The warranty information is clearly available and as such, there was no bait and switch when you called support. Did you read the warranty replacement information? Here is a small portion of it: "Fitbit will, at its option and to the extent permitted by law, either (1) repair the Product at no charge, using new or refurbished replacement parts or (2) replace the Product with a New Product or Refurbished Product. In the event of such a defect, to the extent permitted by law, these are your sole and exclusive remedies. "

[RenoS]

Thank you Odyssey13  but I think your conflating two issues and missing the point.

I'm not disputing their replacement policy. 

I'm upset that I wasn't told about the return policy when I was offered a new watch by a live human.

I'm upset that fitbit doesn't have a customer service number other than the help center in Nicaragua which is just poorly paid people reading a script.

I'm upset that it took over 6 weeks to get my used malfunctioning replacement

I'm upset that I got a used malfunctioning replacement and that I am still dealing with this more than five months after first contacting them.

I'm upset that all emails from fitbit look like form letters lacking anything specific and suspect they originate from a similar help center as above.

I'm upset that instead of just sending me a new replacement (as is their option) and telling the fitbit rep to stop telling customers they are getting new watches; they instead just keep pushing me off to different people getting the same indifferent response about the return policy worded a little differently each time.

I should be able to trust the word of the fitbit rep and in my profession if one of my employees makes a mistake I have to correct the employee then take responsibility because they work for me.

[JuanFitbit]

Hi @Odyssey13 , thank you for you help and insights. Really appreciate it. 

@RenoS , a warm welcome to the Community! Thank you for your feedback and comments. 

I've forwarded your feedback and our team is reviewing your case. 

You'll receive a reply via email very soon. 

Keep on stepping.

[RenoS]

Thank you JuanFitbit! 

Its been three weeks since my last email back and forth responding to customer service with no reply so today I surrendered, threw in the towel after more emails than I have fingers so we we'll see what the fitbit gods have in store for me after returning this one. Third times the charm some say.

I did take the advise of many in the community and this time sent it back in a USPS flat rate two day envelope which will allow me to track it and wont take two and a half weeks to travel a little over a thousand miles as with the return postage provided for the last watch.

Fingers Crossed

[JuanFitbit]

Hi @RenoS , thank you for your reply and further information. As you can also track the parcel, as soon as you see it delivered, please reach out to Support with the tracking number and the case number you received. So that the can verify the delivery with you. 

You can reply to the last message you received from Support to inform them . 

See you around. 

[SandraMac67]

The same thing happened to me when my fitbit Sense failed after just 4 months.  I received a used, scratched item in return.  I did not pay that much money to have a used item.  Fitbit is failing it's long time users.

Clearly or not does not make the policy right.

Moderator Edit: Merged replies

[Odyssey13]

Hi @SandraMac67  it's hard to know which one of us you're addressing without tagging us. The original poster put this up in January and didn't return to let us know the outcome. All businesses have policies by which they do things and Fitbit is no different. It might seem answered are canned, but sometimes there are only so many ways to state something. Sorry you're unhappy.