Complaint

[helenpr]

I would like to make a formal complaint. I was on the chat forum afew minutes ago, and I was given this link and told that this is where I should direct my complaint.

Initially, I was on the chat at 5pm This afternoon. I told the Fitbit operator that the settings section on my phone was blurred out.this afternoon. I told fitbit operator that the settings section on my phone was blurred out. I also explained that the exercise function kept reverting back.The operator told me to do a number of things to my watch and my watch stopped working altogether. I told the operator that this had happened and he told me not to worry and that he would send me an email with further instructions. The email apparently says that there was nothing they could do and that they would offer me 35% discount on a new watch.  I have STILL not received this email despite another request. This is completely unacceptable because my watch was working, until the Fitbit operator told me to do things which has now subsequently damaged my watch irreparably.  I do not believe that 35% discount is acceptable in all of the circumstances.I look forward to hearing from you. 

[Guy_]

Hi @helenpr - unfortunately if they get you to factory reset your watch and that fails (due to faulty software) they won't accept any responsibility outside warranty, even though they caused it to fail by following their instructions.

This is only a user forum where other users try and help and people can share information.

The 35% discount email may have not been sent yet due to Google cutbacks and staff shortages. You may find cheaper in the shops or online, or go with other makes.

Just in case, you don't say how it stopped working and it may possibly be fixable if it wasn't a failed factory reset. There's no harm in making a post about the fault.

[SunsetRunner]

DO NOT CARRY OUT A FACTORY RESET IF INSTRUCTED TO BY AN ADVOCATE UNLESS YOUR DEVICE IS STILL IN WARRANTY.