My Sense isn't covered by Fitbit warranty

[keener427]

My Sense died and I had an OK experience with chat support to determine it was faulty. I provided proof of purchase from Amazon. I get an email saying I did not purchase through an authorized reseller???? AND I've got no warranty??? The hilarious part is the link in the email for the authorized sellers has Amazon listed as authorized. Email and screenshot below. How to proceed from here?

Hi Lee, 

Thanks for providing us with your purchase information. 

Because your product was purchased through an unauthorized reseller, it’s not covered by our warranty. For the details of our return policy, visit www.fitbit.com/returns 

The warranty covers Fitbit products purchased directly from fitbit.com or an authorized retailer. We advise contacting the seller from whom you purchased the product for further assistance. 

For a list of popular authorized retailers, visit www.fitbit.com/where-to-buy

We apologize for any inconvenience and appreciate your understanding.

Sincerely,

Mari A. and the Fitbit Team

--

Join the growing Fitbit Community! Get answers. Stay motivated. Find Fitbit friends.

Moderator Edit: Clarified subject

[Odyssey13]

Hi @keener427  I've asked a Fitbit Moderator to stop by to address this with you, but meanwhile, I'll give you my take on it.

Amazon as an authorized retailer would be Sold and Shipped by Amazon. You can buy from Amazon and the seller is not Amazon, but a third party company or individual. You should take a look at the item's listing to see what I mean. When I buy from Amazon, I make sure it is both sold and shipped by Amazon. The few times I've purchased from the Amazon site and it was a different seller, I've had some issues. Always be sure anything you buy from Amazon is sold and shipped by them. Same thing on Walmart.com. Third party places can have Amazon or Walmart present their products, but it's not the same as buying from the true company that makes the item.

Anyway, hope that explains it and I'm sure the Fitbit Moderator will be stopping by.

[keener427]

Howdy, I appreciate you taking the time to answer. I get what you are saying but I don't get how it affects the warranty? It was not Amazon directly but It feels like they are trying to weasel out of replacing a clearly defective product. I think it's unreasonable to expect people to go to that level of scrutiny when purchasing from Amazon. 

    I mean, this whole experience has been terrible. I got my notice that my Ionic was a fire hazard so I returned it as asked and went and bought the Sense. Now 8 months later it is dead and Fitbit is telling my because I didn't buy it correctly I am out of luck??? I just want my watch to work.

Very frustrating. 

[Odyssey13]

@keener427  I can't answer for Fitbit, but it seems they already told you it's not under warranty. Had you purchased from Amazon and not from the other company, there would be a warranty. It won't help you with this issue, but at least you know to check to see who the seller is on any site like Amazon or Walmart. Sorry this happened to you. Why not take this up with Amazon? They might have options for you with the seller you used.

[keener427]

Again, I appreciate your response. I have contacted Amazon, but it is a bit arcane. I still insist that Fitbit should warranty this device.

    Just to recap my great mistake, I went to Amazon, typed in Fitbit Sense and bought one, Turns out it wasn't 'shipped and sold by Amazon', until today I didn't even know that mattered. I wish they would have just given me the option of replacing the Ionic instead of the refund

   It bothers me that you just accept that somehow that the reseller's standing absolves them from warrantying their products. That you accept that a company can behave like this. How are these resellers getting them? Are these some kind of substandard watch that failed QA, being dumped on an unsuspecting public, only to be told no warranty for you when it inevitably dies! This is a technicality that they try to use to shirk their responsibility. If I buy a car, or dishwasher or anything else that I can think of it does not matter WHERE I bought it, It matters WHEN I bought it. 

    You seriously think that this response from fitbit to a Sense with the big red X is acceptable? And that I am at fault here? .

[Clove6060]

Non authorized sellers could sell used, refurbished, counterfeit, etc., so I understand their position. Just be glad they made this determination before you sent it in to them. If you’re looking for a resolution to this matter, I agree that you should go to the seller and/or Amazon. That’s your best bet for positive movement.

Can you post a link to the Amazon vendor you bought the watch from? 

I hope you get it resolved favorably. 

[LZeeW]

@keener427   I agree with @Odyssey13 and @Clove6060 with this.  Amazon is a marketplace.  This business model lets many small businesses sell their products via e-commerce without setting up their own sites.  Did you buy an extended warranty?  I'm very sorry that you are learning this lesson the hard way.

[LizzyFitbit]

Hi everyone, and welcome to our new member.

@keener427 Thanks for the detailed information, and the screenshot provided. I understand your Sense was purchased from Amazon, and as our friends mentioned, we recommend purchasing a product that it's both sold and shipped by Amazon directly as this will ensure you'll receive a legit device that it's covered by our Warranty Policy, and not a device from an unknown source. 

I'm sorry for this inconvenience and I appreciate your feedback about this situation. Because you're in touch with the seller, please keep an open communication with them in order to receive assistance.

@Odyssey13, @Clove6060 and @LZeeW Thanks for sharing your insights and suggestions.