Awful Customer Service

[LockyLu]

Where to begin...

I had a versa 1 which died just after warranty was up. Fitbit offered me a discount on a new watch.

Amazing, what a nice gesture. I opted for versa 4.

The versa 4 has been awful since the day I got it in September 2022. Not synching, not tracking, and now, the battery is faulty.

After much back and forth troubleshooting, I was informed I can get a replacement. Amazing, as I still have 9 months warranty left.

They send me a refurbished watch - which I was NOT made aware was a possibility.

After asking a livechat agent to confirm the warranty, I was sent a link stating refurbs have 90 days.

So explain why, if I have a watch with warranty till sept 2024, I would accept a second hand item with only 90 days warranty?

After much more back and forth trying to return the used item, I am exhausted by how the agents refuse to understand why I am not happy.

Why would I let myself be conned out of 6 months worth of warranty? It's not logical.

Oh, and let's not forget that they accused me of getting the original versa 4 for free - even though I was able to provide a copy of my invoice.

I can only assume the company is losing money due to shoddy goods. 

Either way, not happy with the awful goods and apparently, it appears I am not alone in this.

Now I am waiting to hear back yet again.

I doubt this will be resolved swiftly... 

[Guy_]

Hi @LockyLu - what ever watch you have the warranty runs to the end of the purchased watch warranty or in case of a replacement say in the 11th month, for 2 more months, 14 in all. You don't lose any warranty if the watch is replaced during a warranty period.

In short your warranty still ends sept 2024 if it had a 2 year warranty.

If a replacement fails within 90 days if can be replaced and the next one will come with it's own 90 day warranty.

[LockyLu]

Perhaps they should employ people who can explain this in writing. So far, all emails received from this clown shoes company have been littered with incorrect information. 

Perhaps they should also make it VERY clear that you may received a used item as part of your warranty. I think this is a reasonable request. 

Aaaaaand let's not forget that fatbat doesn't accept complaints in writing. Can't think why...