Warranty inquiry

[Sparklewhizz]

Purchased a Versa in November 2018. Had issues with recording swimming info. Fitbit replaced it in June 2019. Similar issue in last two weeks and left button no longer works. They say they won’t replace it again. I asked about warranty of replacements- they said they go on warranty of initial purchase. Even though the initial purchase is still in warranty, they refuse to replace my faulty Fitbit. Any advice?

Moderator edit: Subject for clarity

[SunsetRunner]

Hi, I brought your warranty problem under the attention of the Moderator Team. One of them will soon contact you, so keep a close eye on your topic. Regards kuzibri

[Sparklewhizz]

Thanks.👍

[GrubbyDuck]

@Sparklewhizz 

Personal experience chat? They will stick & rigidly to a flow chart fault finding process until exhausted, then offer the only resolution left of 25% discount on the same make of or older release tracker.

Telephone support seem to be more sympathetic 'wish to retain you as a client' to FitBit than chat.

Here is link all options for support.  I do not know what country you are in so I hope this will work for you. https://help.fitbit.com/?l=en_US&cu=1&fs=ContactUs

If it does not then please go to: www.fitbit.com.  On main banner click blue FitBit square. You will now see a drop down menu to right FitBit main logo. Select: HELP. Then Product Help.  Then select your tracker. Scroll down to 'Let's Talk' select 'Get Support' & if the option is available 'depending if the telephone support is online' there will be a contact number here as well as chat Twitter & email options.

Took me 16 months 'numerous times in chat & a mere 20 mins telephone support' to get my warranty claim resolved.     

[YojanaFitbit]

Welcome to the Community Forums @Sparklewhizz. Thanks for jumping in @SunsetRunner and @GrubbyDuck, your help is greatly appreciated. 

Sorry for the issues with your Fitbit Ionic. Thanks for the feedback, it's very important to us to have your thoughts in regards our product and your customer support interactions. Fitbit is always trying to provide great products and customer experience. Each scenario is different, but I think that you can use the option available according to your warranty information, as it was mentioned by our support team. 

I've requested a case on your behalf, they will get in touch with your shortly.

I'll be around if you need anything else.

[Sparklewhizz]

That’s great- thanks.

[Sparklewhizz]

So I just received a rubbish reply from fitbit:

Hi  
It is a pleasure to assist you today with regard to your Versa that is not working . 
Upon checking the system the versa was removed from the account last 2019-9-29 . 
Our records show that this tracker was previously replaced. We cannot replace it again. 

Thank you for contacting Fitbit.

Sincerely,

Winonnah D. and the Fitbit Team

[GrubbyDuck]

As said - go to telephone support.

[Sparklewhizz]

I will be doing.