My experience with Fitbit Sense and Customer Service

[Thunderspice]

I regret not viewing this site sooner..

My fitbit face just popped off, and the support crew did nothing to help. After exploring these forms, I discovered over 34 other people with the same issues, and 33 individuals who had the item replaced, more than once!  AND 14 people who had this issue come up days or months after the warranty expired. I honestly wish I knew this, as I would not have invested $300 in an item that seldom lasts beyond a year for consumers. Fitbit should be ashamed of itself for selling faulty products and not providing adequate replacements to people, especially since these items are all having the same defect/issues. Quality control clearly is non-existent with this company.  

Before the face popped off, the watch wasn't holding a charge, and overheating. I should have realised it was going to kill itself, just didn't expect it to jack in the box on me.. Such a disappointment 

Moderator Edit: Clarified subject

[fix_it]

Continuing...

REMEDIES

If such a defect arises and a return authorization request is received by Fitbit within the applicable Warranty Period, Fitbit will, at its option and to the extent permitted by law, either (1) repair the Product at no charge, using new or refurbished replacement parts or (2) replace the Product with a New Product or Refurbished Product. In the event of such a defect, to the extent permitted by law, these are your sole and exclusive remedies. Shipping and handling charges may apply except where prohibited by applicable law. These Limited Product Warranties are valid only in the jurisdictions where the Products are sold by Fitbit itself or through its authorized reseller or agent and is valid to the extent permitted by the applicable laws of such jurisdictions. Any replacement Product will be warranted for the remainder of the original Warranty Period or thirty (30) days, whichever is longer, or for any additional period of time that may be required by applicable law.

So far we have 3 different types of products:

1. New product
2. Refurbished product
3. Replacement product

Each of those has with a different warranty.

My brain hurts.

[fix_it]

Just to be a fraudulent arse about it, thanks to your policy, here's what I will do.

1. I'll buy a brand spanking new FitBit Sense at some store.
2. I'll glue this broken one together with some craft glue.
3. I'll put the defective device in the new box and return it to the store.

Just like that, I have myself a new replacement product.

Would you prefer that FitBit, instead of just fixing the broken thing?

[kimegatron]

👀👀👀 I thought I was mad but you are really taking it to a new level here👀👀👀

[fix_it]

Just making a point, that's all.

It wouldn't be very smart to say out loud I'm going to do that if I were actually going to do it!

But, having said that, think of how many people have already done that because of frustration like we're dealing with.

I'm happy to send them the broken thing and have them check that I haven't tampered with it or anything like that.  But stand behind your product!

[fix_it]

For anyone willing and inclined to repairing their **ahem** device themselves, I found this helpful video:

https://www.youtube.com/watch?v=Qmux3AfwBi4

It says it's for the Versa but it should work just as well for the Sense devices.

Big props to the person who made and shared this video.

[reinoutholland]

Fitbit customer service and comments in this forum are utterly useless. Their intent is clearly not to satisfy any customer need. Just to sell 300 dollar products that are utterly useless.

[fix_it]

I'm just curious if they've become this bad since the purchase by Google, or if they were always this bad with both product quality and customer service.

I'm pretty sure their parent privacy-invading scorpion, i.e, Google, can afford to glue together our craptastic devices for $15 a piece, including shipping, which I will accept paying even though it should be covered.

Anyway, I'm getting the glue.  I'll let the folks here know how the DIY repair pans out for my *not one, but two* busted Jack-in-the-Box FitBit Sense devices!

[fix_it]

One request for anyone still actively monitoring this thread:

If somewhere, on this or any of the other forums, you see the FitBit team respond to a post with a non-generic reply, actually saying something useful, then please share!

I would like to know what particular words - if any - might make it through these thick skulls!

Thanks!

[fix_it]

I've just discovered this item:

2 PCS for Fitbit Versa 2/3/Sense Screen Protector Soft TPU Case Full Body Cover

https://www.ebay.ca/itm/403317496230

Maybe it can be used in addition to the glue, or even instead of the glue?

Has anyone tried this?