Refurbished inquiry

[Devnicklo]

Just a heads up if you send in your brand new Versa (mine was 3-4 months old when it stopped working). I specifically said to the rep after waiting already 2 weeks for my replacement. “This is not refurbished is it? It’s brand new right?” They said oh yes brand new.

Well 21 days later I got my refurbished Versa. So I called in and complained... I bought this brand new, I didn’t wreck it, it had stopped charging and wouldn’t start. I paid almost 300$ for it and it was a malfunction on the build not me so I want a new one like I had paid for.

So I am told to send it back in. So because of their mistake I have to wait another month to get my Fitbit. So out of the 6 months warranty that’s passed by I will have only had my Fitbit for 3-4 of it. Cause warranty for a product issue (not mine) doesn’t restart with the new product given. (So fingers crossed it doesn’t malfunction again do to builder error In another few months time). Also Fitbit has no compensation program in place so if they screw up it’s an -oh well that’s your problem and your inconvenience cause we really don’t care.

Back to the trusty Apple Watch for me for another month while I wait. I'm really disappointed in Fitbit with their recent customer service. They used to be amazing at their returns but now they could care less. It’s a shame.

Moderator edit: subject for clarity

[AlejandraFitbit]

Hey @Devnicklo, it's great to see you around.

Thanks for sharing this with us. About your refurbished inquiry, depending on available inventory, our team sometimes issue factory-certified refurbished products as warranty replacements. These are typically products that were returned to Fitbit unused for reasons like wrong size and wrong color. The product is tested and determined to work like new, with minimal wear and tear.

I hope your new replacement gets you back on track and thanks for being a Fitbit customer. 

[anMon]

You claim "The product is tested and determined to work like new".

Then 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.

[Devnicklo]

Exactly !!!!

Sent from my iPhone

[Devnicklo]

Couldn’t agree more.  That’s what I tried to say to them over the phone but they wouldn’t have it.   

[FitSpookyGirl]

Fitbit is fooling their customers with their refurbished replacements.  The warranty was supposed to replace the unit with a new one, not a refurbished one without previously you oriented the customer.  I never will be convinced with the definition you have for refurbished.  I'm very disappointed with Fitbit and never going to buy any tracker from you again.  I'm waiting for the new Apple Watch, more money but is an excellent product with an outstanding customer service.  

Fitbit must learn from them.