Why are replacement units refurbished and not new?

[step2it]

I don't think it's fair Fitbit is sending out refurbished units to replace defective new units becuase:

• People bought new units at full price.  They are losing money by taking a refurbished unit.  Had they bought a refurbished unit at the store, they would have paid less.  A refurbished unit does not make teh buyer whole.
• The refurbished units are still problem prone based on the comments on this forum.  The refurbished units aren't an effective solution.  It's just recycling the problem.

Any thoughts on how to get fitbit to send you a new replament rather than a refurbished one?

[Odyssey13 · Accepted solution]

Welcome to the forums @step2it

The warranty information can be found here - click

If you go to the Remedies section, it states that Fitbit may send a refurbished unit and that repairs may also be made of refurbished parts.

You still get the same warranty time period and they do check out these units before sending them out.

[step2it]

"May" doesn't mean "must" and I think it's apparent on this forum that despite fitbit saying they check the refurbished units, people are having to go through 2 or 3 or more refurbished units because they don't work either.

At this rate customers are better off returning or exchanging the units at the store they bought it at. At least those will be new. It just doesn't seem like fitbit is solving the problem effeciently of they just don't care.

[MikeF]

That is the point, though. On anything, the first call should always to the store that we bought them from. Only once we're past the end of that warranty period should people be turning to manufacturers since otherwise they risk diluting the return rights with the retailer thereafter (as a number of threads on here illustrate).

[bbarrera]

Fitbit, and Fitbit alone, provides a 1 or 2 year warranty (depending on where you purchased). The warranty does not require calling the store where purchased. The only requirements are:

- warranty valid to original purchaser only

- purchased from authorized reseller or channel

- proof-of-purchase

https://www.fitbit.com/legal/returns-and-warranty

[11butterscotch]

@MikeF Maybe that's UK thing. Here the return to retailer is generally for cash back within their period but exchange to manufactute under their product warranty can be done anytime, and I for one fully agree should not be fulfilled with poorly refurb product. Inventory return could still be tracked against original seller if receipt proof of purchase provided

[11butterscotch]

Does Fitbit sanitize refurb replacements?

[Outcasted2003]

I had a defective Surge and Fitbit replaced it free of charge under the warranty with a brand new Surge in a sealed case. I have no problems with their warranty policy.

[MatthewFitbit]

@step2it All replacement units are carefully inspected to ensure they are working as expected, and undamaged. If a refurbished device is sent to you, it will be indistinguishable from one purchased new.

[Philippe_C]

I had a defective Surge and Fitbit replaced it free of charge under the warranty with a brand new Surge in a sealed case. Thx Fitbit ...

[Caroline321]

I received a replacement and the metal part of the strap fell off every time I took watch off. I had to swap the one from my faulty fitbit and the replacement doesn't hold its charge for as long as my old one. It needs to be charged a lot more frequently. 

[Caroline321]

Mine wasn't . See below

[anMon]

Why does fitbit not trust its own replacements to give full warranty?

Its very odd that you will only give warranty on replacement from the date of purchase of original product. Do you not trust that replacements will last (at-least) as long as original product? If you do then your policy is in a contradiction to your own beliefs.