Warranty difference in markets, no repair offered

[wclay915]

I purchased my versa 16 months ago. Last week it started rebooting itself. I followed the process to "soft" and "hard" reset. I also followed the process to do the factory rest. Nothing worked. This week the touch screen stop working. So now I have a Versa watch with nothing else.

I contacted customer service to see what my options were. The only thing they could offer was a 25% discount towards a purchase of limited fitbit product (the Versa 2 was not an option).

During my conversation with customer service I discovered when you purchase the Versa in the US market you get a 1 year warranty included. If you buy the Versa in the European market you get a 2 year warranty. The customer service could not tell me why the warranties differ in the two markets. You can buy the second year warranty in the US market for $34.99. I wonder if theirs a price difference in the two markets. Do thye charge the European market more to cover the 2nd year cost on the extended warranty?

I also find out that you can not send your Versa in for repair? They do not offer repair on their product?

So basically, they have designed and marketed a "throw-away" product. When the product goes bad, I my case...two products failed within 6 months of the warranty lapsing you replace...interesting business model....this is terrible!!!!!

Please let your markets know of this practice. I plan on informing mine.

[SunsetRunner]

Hi @wclay915 , I bought my Versa in the Netherlands with a two year warranty. What I understood regarding this "extra year" that this is European law versus American law and you, nor I, can anything do about that. I understand your frustration, I would be frustrated too. As far for pricing, I payed the same price as you do in the US. I can even further insure my Versa 2 for one year extra for almost no costs, which I usually do not do, cause I always buy the newest version. Hope this helps in some way, regards kuzibri

[wclay915]

Hi @SunsetRunner , thanks for the response. I didn't realize the difference in the laws. 

Since you buy the new version of products, are you finding any difference in the life-span of the products? I'm not a happy camper with the short life cycle of the product.

All the best...

[Odyssey13 · Accepted solution]

Hi @wclay915  Garmin and Samsung have the same one year warranty for the US and two year warranty for European Countries as Fitbit. Apple has a one year warranty for both the US and European Countries. Will you be asking them why?

This blurb is from Garmin: "For products purchased in Ireland: the Sale of Goods Act, 1893, the Sale of Goods and Supply of Services Act,1980 and the European Communities Regulations 2003 (S.I. No. 11/2003); for products purchased in the UK: the Sale of Goods Act 1979 (in particular Section 12), the Supply of Goods and Services Act 1982 (in particular Section 2) and the Sale and Supply of Goods to Consumers Regulations 2002."

Fitbit is following the laws set forth and has to in order to transact business to sell products. Looks like Garmin and Samsung are also abiding by the laws for those countries in which they do business. Not sure why Apple is only giving one year for their watch.

If you feel strongly about this, then contact customer support again and if that fails, decide if you want to use the offered discount. Sorry you're having problems.

[SunsetRunner]

Hi @wclay915 , no I do not experience any difference in the life span of each Fitbit device, I only want always the newest one. I use Fitbit products since the Surge and never had any problems with them, nor needed Customer Support for one of them, and owned each device at least one year. Some people say that I'm just a lucky guy, but all I can say, once you run out of luck and your device gives up on you. But 5 years without any problems at all in pure honesty, seems to me to be no luck at all anymore. Maybe my provider does research on the products before they sell them, I do not know. Regards kuzibri