Versa stopped syncing and my warranty has expired

[SunsetRunner]

After 2 1/2 months my replacement versa 2 has stopped syncing with my S9 and my warranty from my original versa has ended. Fitbit have given me a 35% discount but sorry that isn't good enough. Fitbit, you should be able to explain to your customers why your products might stop working, you should have platforms and framework in place for your customers to make formal and more serious complaints!

I need to make a formal complaint as the device I was given was NOT FIT FOR PURPOSE!

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @SunsetRunner, welcome to the Community Forums. We're sorry to hear that your Versa 2 has stopped syncing to your S9. We understand where your concern is coming from. We‘re taking into consideration your comments and sentiments with regards to our products and services.

Thanks for your question about why we offered a discount towards a new Fitbit product instead of a replacement of your existing Fitbit product. 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, but we want to offer you a discount to thank you for your loyalty to Fitbit.

Please note that our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy is set into providing as much coverage as we can.

Keep in mind that every case is completely different from the other's, thanks for taking the time to share your experiences and feedback. For more information about the outcome of your case, please get in touch with our team again or you can check our warranty policies (fitbit.com/legal/returns-and-warranty) for a better understanding of the information that was provided to you. 

Have a nice day!

[RubettG]

Fitbit support won't help at all. They will just send you a replacement that was refurbished and doesn't work. In my year of words iqama mine broke 3 times and I was sent a replacement that was refurbished 3 separate times. Now that I am out of warranty, my 4th one has broken ends only thing they could do for me is give me a 35% off the next 1. The versa is very poor quality and should have lasted longer than a year and a 1/2. It was a waste of over $200. Good luck with yours.

[MarreFitbit]

Hi there @RubettG, thanks for stopping by in the Community Forums. We understand and respect your decision regarding the 35% our Support Team previously offered.

Please know that when a Fitbit devices is deemed defective we review eligibility using the one year warranty option. For our full warranty terms and conditions, see our Return Policy and Warranty.

Fitbit does not warrant that the operation of the Product will be uninterrupted or error-free. See the Fitbit Terms of Service for details of your rights with respect to use of the software and related services.

Let me know if you have any questions present. 

[SunsetRunner]

Dear Maria,

Given the price of your products they should be made to last, I understand that some products do develop problems. However, once a customer has developed a problem with their device it has now been made clear that Fitbit does not issue a new device, as they appear to to the customer, but a device that has had previous problems. These previously 'defective' products are then being sent back out to customers which is disgusting because it would seem that they are not actually FIT FOR PURPOSE! 

Under UK Consumer Rights Act 2015 states that any goods I have purchased from a trader during the course of a service being provided should be of satisfactory quality and be fit for purpose. Furthermore, Fitbit should have analysis for why may have developed syncing issues, unless it can prove that the customer has not looked after their device, the customer should be entitled to a new device when the it is clear the device has failed due to its components etc.