My experience with Support

[BunnyLord]

I need some help checking on the status of my case. I'm being told that my warranty will not be kept to since there is no way to fix my device and due to having similar issues a year ago, and it has been replaced, they will not replace it again.

Can fitbit devices be fixed? I'm not asking for a replacement, I'm quite happy for it to be fixed but they've made it quite clear that they're incapable of doing so.

Moderator edit:  updated subject for clarity & removed personal information.

[Guy_]

Hi @BunnyLord - your warranty is that of the original watch. You don't get a full new warranty for the replacement, it only comes with a partial warranty of 90 days.

You can post the fault you are experiencing and may be there is a remedy rather than replacing it.

They aren't repaired as the cost can be can be more than a new watch costs in most cases and there would be no guarantee of success. That's why a new watch with a full warranty is the better option and it gives you the option to choose any more modern watch with additional features.

[BunnyLord]

Respectfully, what I want isn't a new, modern watch.

I bought the sense 2 and within the first 12 months, both watches have displayed the same issue.

The issue being that the screen is black, the information is still tracking but refuses to display on the watch. I've tried resetting. I've tried to charge it in case of low battery. I've tried all the fixes the customer support have suggested.

What I would like is for my product to be working. When told I have a 1 year warranty on my purchase, I expect for my purchase to be protected for 1 year.

I was not told 'a replacement will void your warranty'. They should state that.

Until a year has passed, I believe my product should be repaired or replaced. I didn't come to get a new shiny watch. I came to get my watch fixed. They should stand by their warranty, no matter the cost.

Sent from Outlook for Android<>

[Guy_]

@BunnyLord - if the warranty of the original watch is still valid any replacement is still covered. Contact support and insist on a replacement if they can't get your current one working.

[Triletics]

@BunnyLord as @Guy_ said, the replacement does not start a new warranty. Your original warranty isn't void but also it's not being extended when you get your replacement watch. Suppose your original warranty (since you got your first Sense 2) expired then bad luck. Fitbit has no post-warranty service and Fitbit devices are not subject to be repaired either. You may find some third-party service that does some fixes (they do exist) but there is no official way to do it.

[BunnyLord]

I bought my first watch in December 2022. 1 year later is December 2023.

I'm not suggesting I should be given an unlimited extension every time they break... but I do feel that a 1 year warranty should protect my purchase for 1 year. Even if it takes 10 replacements. They should learn how to fix them instead of just saying 'tough, get over it, we don't care'... which is exactly what they're saying in a blurred, gross way.

Sent from Outlook for Android<>

[nursenordstrom]

Cheetah I feel frustrated for you! And I absolutely agree with you, your original watch had a one-year warranty and as such that watch should continue to be warrantied. End of discussion. They shouldn't then shorten your warranty to 90 days because they gave you a replacement. That's absolutely deceptive practice! I hope that you post this problem everywhere on social media so that other people are aware not to accept their replacement watches but to demand that they repair The Originals so that their original warranties remain intact. And if they can't repair the original then they need to replace it with a new watch not one of their refurbished ones that's only worth 90 days. What a disgusting underhand in practice. I'm so utterly disappointed and disgusted right now I can't tell you. I'm also extremely grateful to you for posting this and I plan on sharing it. My mind is really boggled by this. If I purchase my brand new Fitbit and after 30 days it breaks and they can't repair it, they send me a refurbished watch which only has a 90-day warranty and after that 90 days it breaks I must then purchase a new watch which in essence is 4 months after I purchased the original watch. I can only encourage you to look at your purchase agreements on your credit cards. Some credit cards offer warranty extensions. Additionally, if you have a personal possession that is lost or broken or damaged or vandalized, it might also be covered under your homeowners policy. Please keep that in mind and look at your policies. Perhaps you have some recourse there since it seems that the policies of Fitbit are designed to remove them from accountability. I wish you well.

[Triletics]

@BunnyLord you weren't clear about that but now I see you are still covered under warranty. What is the exact reason Fitbit gives you for not accepting the warranty?

[BunnyLord]

Sorry to say that I have no social media to scold them on. I try to avoid it, which feels like a poor choice recently. I'd very much like a large fan base that I can use to pressure these companies into doing the right thing.

Guess in this day and age it comes down to money. How much can they pilfer before they're caught and have to pretend to stop.

Sent from Outlook for Android<>

[BunnyLord]

It's quite literally 'we can't fix it and we've already replaced it once' is there reasoning for the void warranty.

I never asked for a replacement, I asked for my product that they made to be fixed by them during the warranty period. Frustrating. Ridiculous.

I tried to quote the message they sent but it states I have insufficient permissions to do so.

Sent from Outlook for Android<>

[Triletics]

@BunnyLord Fitbit doesn't fix devices. Once broken you can bin it. You still seem to be under warranty and you should ask to get a replacement because this is the only action they take as a "fix" for broken devices.

[BunnyLord]

I've asked to speak to someone with a 'higher authority' and they too are stating the same thing.

Basically if your watch breaks the day you get it, for whatever reason, and they replace it... your warranty ends there. Its not a 90 day extension or anything like that.

They will only replace your watch once, no matter the issue behind the need for a replacement.

Sent from Outlook for Android<>

[Guy_]

@BunnyLord - I've escalated your issue to a moderator as the information you have been given is incorrect. Once you buy a watch it comes with a guarantee which means you must have a working one during that period.

[AndreaFitbit]

Welcome to the Fitbit Community @BunnyLord. Thanks for sharing the details about the issue with your Sense 2. We‘re taking your comments and sentiments in regards to our products and services into consideration. 

Even though I truly appreciate that you've taken the time to come here and share your experience, please note for this kind of inquiries/cases/process, there's no so much we here in the forums can do for you as this is something that our Support Team handles based on our policies. Nevertheless, please feel free to reach out to them again if you need further assistance or clarification regarding the outcome of your case. 

For more information about our warranty, see fitbit.com/legal/returns-and-warranty or please feel free to contact our team back so they can clarify any doubt. 

Thank you for the heads up @Guy_.

I appreciate your comments and advise @nursenordstrom, @Triletics.