Tracker with wristband Issues not longer covered under warranty

[AussieGOer]

 After much consideration and deliberation about spending the large amount of money I purchased a surge in May 2015 thinking this was the best fitness tracker on the market and the right fit for me. After only a few months  (April) the band broke and I had to get a replacement. It was still in warranty (luckily) In the meantime I had purchased a fitbit charge HR for my daughter for Xmas which she also had to get replaced because the band broke... twice! Yesterday after only 9 months worth of wear on my replacement Surge, the display went weird. I emailed fit bit with accompanying photos (after trying all the suggested fixes to no avail) only to be told that Because my Fitbit was out of the 1 year warranty period they could not help. Apparentley it's the original purchase date not the replacement date for the warranty.

The following is their reply

Hello Mel,

We're sorry to hear regarding your Fitbit Surge whose display is not working.

We appreciate your efforts in troubleshooting the issue prior to contacting us. Base from the photo you sent us, we confirmed that your tracker's display has an issue. We also confirmed the restart made which could've resolve the issue.

Upon checking on your account, we found out that your tracker is no longer covered by the warranty. We strive for excellent customer service and in the past often replaced trackers that were not covered under warranty. Though customer satisfaction remains our number one goal, the demands of running a global business require that we now enforce our warranty consistently.

We hope for your understanding on this matter. Should you consider purchasing a new tracker, please visit our store.

Thank you for being a Fitbit customer. Have a great day.

Sincerely,
 

Customer satisfaction? Zilch! Two high end expensive fitness trackers in less than 2 years (that's only mine not my daughters) and both have failed. Not good enough Fitbit. I had put enough faith in your company since 2012 to part with my hard earned money but you can seemingly do nothing to support those who support your "Global Business".

Moderator Edit: Updated Subject For Clarity / Format / removed personal information

[RobertoME]

Hi @AussieGOer, let me start by giving you a warm welcome to our Fitbit Community. I truly sorry you have experiencing this issues with your trackers. Indeed, your tracker's warranty start from the date you pair your tracker for the period of 365 days. In European countries due to law regulations the standard warranty is for 2 years. If you received a replacement the warranty remains on the original purchase. For more information please visit our section: Returns and Warranty.

As many other companies business model, once the warranty has expire the options are very limited and I understand this narrow many other options, specially when has been great customers like you from the beginning. Our customer support team strive to keep every single Fitbit user on track and as part of that position they will motivate the search for alternatives to reinforce a healthy lifestyle. So I wonder if our Support Team offered you an additional option?

Once again thank you for your feedback.

[WendyB]

Most warranties are the same way. My washer went out under warranty and they replaced it. But it did NOT extend the warranty. Its still under the original Purchase date.

[Chris1963]

It's not that fair though when the EU warranty is two years and the rest is one....not sure how that is enforcing warranties consistently.

[RobertoME]

Hi there @Chris1963, I know it sounds unfair, but this policy is not from Fitbit's end. This is based on regulatory laws that exist for countries that belong to the European Union.

See you around!

[AussieGOer]

Australia isn't a member of the EU ! And in our country manufacturers, usually honour faulty products even if they are out of warranty!