We bought a Fitbit watch last September. The band is directly attached to the watch body. The band broke. The watch cannot be used. It is less than a year old and under warranty. We have original purchase data and packaging.
The watch was purchased via Amazon. We contacted Fitbit customer service and Fitbit says Amazon is not an authorized seller and Fitbit is not responsible. We contacted Amazon and they say that we need to go to the manufacturer. Neither will take responsibility.
We want the watch replaced under the 1 year warranty and can't get anyone to listen.
Fitbit advertised a sale in which their Fitbit Sense product included: * A 6 month subscription to Calm Premium * A 6 month membership to Fitbit Premium After I purchased the device, Fitbit failed to provide the Calm Premium subscription as advertised.
Upon contacting the company, they continuously refused to provide the Calm 6 month Premium membership that was marked as "included" with my purchase. Fitbit repeatedly failed to explain why they did not provide the membership while their website clearly indicated that it was included.
I was replacing my old Fitbit with the Charge5 in January. I had canceled my existing premium membership, but my premium services remained on my account through my billing period (which ended January 18). There was a sale that ended on January 15 for the Charge5 devices with an add-on option to "bundle & save" by adding 1 year of premium + 2-year protection plan for $39.98. I tried to purchase that bundle several times, but the Fitbit system wouldn't allow me to add a new premium membership to my account due to my existing premium membership not expiring yet.
After reaching out to Fitbit via chat and phone call (at least 4-5 times), all customer service agents assured me that the system would recognize that I was attempting to purchase the premium plan. They pushed me to purchase my cart as-is and that I would be prompted to set up my premium plan 3 days after my existing plan ended. Even though that was the suggestion I was continually given, that was clearly not a good choice.
Since that purchase, I've reached out to customer service via email, chat, phone call, and Twitter DM and they have completely ignored me. Every time I get in contact with a customer service agent, they direct me to their support email address, which has neglected to respond to any of my emails past the introductory email.
I was tricked into purchasing the Charge5 and 2-year protection plan at full price. I've been a loyal Fitbit user for years, I have even convinced 5 of my family members to purchase Fitbit devises, but this experience has completely tarnished the brand. Going forward, I'd recommend this to anyone considering a Fitbit device: Do not purchase a fitbit if you expect any level of customer support.
The display on my Fitbit Charge 3 dimmed until I could not read it in a dark room. Many features are unusable without the display. The warranty is far less than two years, but surely an expensive electronic device should last longer?
Adding insult to expense, I signed up for Fitbit's forums to see what other users' experiences were, and replied to a post about trouble people were having. I added my issues hoping to find solutions or reasons to buy a replacement: the screen dimming, constant nagging to pay for a subscription to see more of my data (on top of original price), broken wristband, data (non)privacy, frequent unreliable sleep tracking dropouts that last until you eventually notice because the device doesn't report them.
A more engaged company would find this feedback valuable.
"WilsonFitbit" deleted my post, and a second one where I reported the deletion and accused the company of censoring negative experiences.
Needless to say, this cemented a negative opinion of both the company and its products.
I received a Vitbit Versa 2 smart watch/fitness tracker as a Christmas gift in 2019. I mainly wanted it to track my sleeping. It was fantastic and worked perfectly at first but after a year and a half, the heart rate display went blank. Everything else still worked just fine. I went online to see how to troubleshoot it, and I followed all the instructions. First, I performed an update on the watch. That didn't help. I cleaned the contacts, cleaned my arm, restarted the watch. No luck.
I did several factory resets, uninstalled and reinstalled the app several times, turned the heart rate monitor off and on a few times, let it stay on the charger for a few hours. Nothing worked. I did an online chat with customer service and there was nothing they could do to help me. I had not done anything to the watch -- I didn't get it wet, I didn't do anything that increased my heart rate significantly, I didn't bang it on anything or drop it. It just DIED.
These watches have a "one year warranty": "Fitbit warrants to the original purchaser that your Fitbit-branded device and accessories that are new (the "New Product(s)") shall be free from defects in materials and workmanship under normal use for a period of one (1) year from the date of purchase." Normally, if you buy something with a warranty and the warranty expires, you can pay some price out of pocket to have it repaired. That is not an option with these devices. If it dies and is out of warranty, you basically are left with nothing.
It might as well self-destruct on the day the warranty runs out - in fact, I would not be at all surprised if there were some behind-the-scenes shennanigans where the operating system is crashed intentionally, in order to force people to buy new Fitbits. (Because after the technician online tells you there is nothing they can do because your warranty has expired, what do they do? They offer you a discount on a NEW FITBIT!) On top of all this, I have been $9.99 extra every month, because in order to have access to extra information about your heart rate while sleeping, you have to be a Premium Member.
In reading the reviews on Amazon, I was not shocked to find that a LOT of people have this same problem. Their warranty period expires, their Fitbit stops working in some way, and they are offered a discount on a new Fitbit. This is highway robbery and these people should not be allowed to continue to get away with it. I'll bet some class action lawyers are already looking into this - and I'll be joining up as soon as that lawsuit against Fitbit is filed. Meanwhile, I'm telling everyone I know that Fitbit is the worst ever and I'll be switching to Apple or maybe Garmin.
I ordered a dongle to pair their Charge 2 watch to my PC. The order was placed on 10/1/20 with a 5 to 7-day shipping window. I called the company on 10/14/20 to ask the status and they told me it had not shipped yet. The company was very quick to charge my account for the order but now they have my money and I have nothing. The watch doesn't pair with very many devices so it is not worth anything to me as I can keep no record of my training. Do not buy Fitbit!
After filing a report on a damaged 2 year old Charge 3 tracker, I was offered a 40% discount on a Versa Lite smartwatch. I searched the site for the ideal Versa Lite and settled on one. Upon check-out, I noticed that the 40% discount didn't apply as promised.
I reached out to FitBit customer service to see if I could get this issue addressed. The customer service agent informed me that this discount was only applicable to a certain color of Versa Lite. I told the agent that the email outlining my discounts made no mention of a color restriction and asked if they could honor the discount on other colors. At that point, the customer service agent became very obstinate and refused to rectify this mistake.
As someone who spent a majority of their adult working life in retail or food service, I was appalled by the lack of empathy and manners in this customer service agent.
FitBit needs to drastically overhaul their customer service department, because I feel like I was screwed over by them.
Early in January this year, I purchased a Fitbit Ionic through an Australian reseller on Ebay. The unit came in an sealed, unopened box and connected immediately to my Fitbit app: so the product was genuine.
However, the GPS on this expensive device did not work. It remained stuck on "searching" mode. In early February, I returned from Australia to my permanent residence in Prague, the Czech Republic. The GPS didn't work in Europe, either.
I explained the problem to Fitbit Support. They instructed me to do a factory reset - pressing the three buttons on the device. When I did this, the device stopped working entirely. It now just displays a message: "Data not cleared - Sync and try again." I cannot get the device to either sync or start again.
After giving me this disastrous advice, Fitbit Support then asked me from whom had I purchased the device. I gave them the name and address of the company, which operated through Ebay from an address in Melbourne, Australia. They then informed me that because this wasn't an "authorised reseller," I didn't have a valid warranty.
I have been corresponding with them for the past week but basically they refuse to do anything about it - save sending oleaginous expressions of sympathy and assurances that they "value me as a customer."
The most important points I'd like to emphasise here are:
1. I purchased the device new and in a sealed box. It connected immediately to their app and it's definitely their product.
2. Until I followed to the letter the advice their "support" unit gave me - doing a factory reset - the device worked very well, save for the problem with GPS. Now it doesn't work at all. So it's the responsibility of their support team that I have a totally non-functional watch.
I would also like to add that it is clear from the huge number of complaints about the "flagship" Ionic (especially about the non-functional GPS and about its propensity to stop working, usually a suspiciously short time after the warranty expires) that Fitbit knew that the Ionic was a very poor device, subject to serious failures and breakdowns. But they choose to sell it anyway - and then to hide behind the fine print of their warranty to avoid their corporate responsibility.
Called several times and did live chat. error 24. This junk will not sync and all help is overseas. Can’t speak English. No help. No contact from anyone on fixing the issue.
Sad fitbit was the best. Sold out to desert sand. Don’t buy their junk. No help anymore and overpriced.
Purchased 2 Fitbit Zip activity trackers in last 9 months the battery gets drained within a few hours of set up. Contacted Support and got one replacement Zip. It lasted only 3 hours after I synced it.
Fitbit support admitted that there is a problem with the App that is used to sync the Zip. Their engineers are working on it.
Won't give me a refund on the first 2 Zip purchased. Told me there is one year warranty. Go back to the store where purchased and try to return it there.
They admit that they continue to sell the defective product without a repair.
I bought a Fitbit Charge HR after I had Back surgery to help me with my Rehab and keep track of my miles walking.
It worked great and i was really happy with it. Then last week I got a notice that it needed to be updated. So i updated it.
I started having alot of problems the next day. It would not stayed charged and would not track my miles or steps and would only work half the time when i pushed the button. I emailed fitbit and told them what it was doing. Thet said my tracker is defective and keeps rebooting and it defective. It worked great til they did there updates. They told me that my warrenty was no good and all they could do is give me 25% off a new one. Why would i want a new one then they do more updates to make me buy another one? I could see if i did somthing to break it but they broke it by doing there updated when hey have a new model come out. So this is how they sell more trackers by causing the old ones to crash, I really need them to replace it with a working one asap. Thanks
I received a Fitbit Flex as a gift in 2014. I used it for awhile (about 2-3 months), then stopped. Recently, I wanted to start using it but as luck would have it, my barely used Fitbit won't hold a charge. I went online and found that this is a common problem. Well, great.
So I called Fitbit's customer support team and spoke to a poorly trained rep who had nothing to offer in assistance except a 25% discount on a new one. Hmmm....as a consumer, why would I want to purchase a new Fitbit when I've been totally disappointed with this one? And why wouldn't Fitbit want to "make good" on their product, given that this has been a problem that is well documented online and on social media? Sounds like bad customer relations to me.
And since Fitbit can track all of my activity through my account with them, they know exactly how much and how little this Flex Tracker has been used. Sadly, a Fitbit is worthless if the battery won't hold a charge. Shameful.
Well, I have been a Fitbit fan for over a year and half, loved the product however after a year and a half or using the product and regular updates my Fitbit got stuck in the firmware update position.
After numerous international calls (I live in South Africa) to the help line (South African agents referred me to the head office) they say there is nothing they can do but offer me a 25% discount on a new product as the product is out of warranty
I find this completely unacceptable and disgusted that they do not take responsibility for their products. I can understand if it was wear and tear or other issues, but the failure is a direct result of their update that they pushed to my watch. I would like to ask if there are any people in the same situation or similar, as I will simply not rest on this matter.
Please could you respond to this forum or email on [email protected]
I do expect that this post will be removed by Fitbit, as they do not stand by their product
I would like to understand how many other people have the same or similar issues.
Fitbit, Inc. Reviews
We bought a Fitbit watch last September. The band is directly attached to the watch body. The band broke. The watch cannot be used. It is less than a year old and under warranty. We have original purchase data and packaging.
The watch was purchased via Amazon. We contacted Fitbit customer service and Fitbit says Amazon is not an authorized seller and Fitbit is not responsible. We contacted Amazon and they say that we need to go to the manufacturer. Neither will take responsibility.
We want the watch replaced under the 1 year warranty and can't get anyone to listen.
Fitbit advertised a sale in which their Fitbit Sense product included: * A 6 month subscription to Calm Premium * A 6 month membership to Fitbit Premium After I purchased the device, Fitbit failed to provide the Calm Premium subscription as advertised.
Upon contacting the company, they continuously refused to provide the Calm 6 month Premium membership that was marked as "included" with my purchase. Fitbit repeatedly failed to explain why they did not provide the membership while their website clearly indicated that it was included.
I was replacing my old Fitbit with the Charge5 in January. I had canceled my existing premium membership, but my premium services remained on my account through my billing period (which ended January 18). There was a sale that ended on January 15 for the Charge5 devices with an add-on option to "bundle & save" by adding 1 year of premium + 2-year protection plan for $39.98. I tried to purchase that bundle several times, but the Fitbit system wouldn't allow me to add a new premium membership to my account due to my existing premium membership not expiring yet.
After reaching out to Fitbit via chat and phone call (at least 4-5 times), all customer service agents assured me that the system would recognize that I was attempting to purchase the premium plan. They pushed me to purchase my cart as-is and that I would be prompted to set up my premium plan 3 days after my existing plan ended. Even though that was the suggestion I was continually given, that was clearly not a good choice.
Since that purchase, I've reached out to customer service via email, chat, phone call, and Twitter DM and they have completely ignored me. Every time I get in contact with a customer service agent, they direct me to their support email address, which has neglected to respond to any of my emails past the introductory email.
I was tricked into purchasing the Charge5 and 2-year protection plan at full price. I've been a loyal Fitbit user for years, I have even convinced 5 of my family members to purchase Fitbit devises, but this experience has completely tarnished the brand. Going forward, I'd recommend this to anyone considering a Fitbit device: Do not purchase a fitbit if you expect any level of customer support.
The display on my Fitbit Charge 3 dimmed until I could not read it in a dark room. Many features are unusable without the display. The warranty is far less than two years, but surely an expensive electronic device should last longer?
Adding insult to expense, I signed up for Fitbit's forums to see what other users' experiences were, and replied to a post about trouble people were having. I added my issues hoping to find solutions or reasons to buy a replacement: the screen dimming, constant nagging to pay for a subscription to see more of my data (on top of original price), broken wristband, data (non)privacy, frequent unreliable sleep tracking dropouts that last until you eventually notice because the device doesn't report them.
A more engaged company would find this feedback valuable.
"WilsonFitbit" deleted my post, and a second one where I reported the deletion and accused the company of censoring negative experiences.
Needless to say, this cemented a negative opinion of both the company and its products.
I received a Vitbit Versa 2 smart watch/fitness tracker as a Christmas gift in 2019. I mainly wanted it to track my sleeping. It was fantastic and worked perfectly at first but after a year and a half, the heart rate display went blank. Everything else still worked just fine. I went online to see how to troubleshoot it, and I followed all the instructions. First, I performed an update on the watch. That didn't help. I cleaned the contacts, cleaned my arm, restarted the watch. No luck.
I did several factory resets, uninstalled and reinstalled the app several times, turned the heart rate monitor off and on a few times, let it stay on the charger for a few hours. Nothing worked. I did an online chat with customer service and there was nothing they could do to help me. I had not done anything to the watch -- I didn't get it wet, I didn't do anything that increased my heart rate significantly, I didn't bang it on anything or drop it. It just DIED.
These watches have a "one year warranty": "Fitbit warrants to the original purchaser that your Fitbit-branded device and accessories that are new (the "New Product(s)") shall be free from defects in materials and workmanship under normal use for a period of one (1) year from the date of purchase." Normally, if you buy something with a warranty and the warranty expires, you can pay some price out of pocket to have it repaired. That is not an option with these devices. If it dies and is out of warranty, you basically are left with nothing.
It might as well self-destruct on the day the warranty runs out - in fact, I would not be at all surprised if there were some behind-the-scenes shennanigans where the operating system is crashed intentionally, in order to force people to buy new Fitbits. (Because after the technician online tells you there is nothing they can do because your warranty has expired, what do they do? They offer you a discount on a NEW FITBIT!) On top of all this, I have been $9.99 extra every month, because in order to have access to extra information about your heart rate while sleeping, you have to be a Premium Member.
In reading the reviews on Amazon, I was not shocked to find that a LOT of people have this same problem. Their warranty period expires, their Fitbit stops working in some way, and they are offered a discount on a new Fitbit. This is highway robbery and these people should not be allowed to continue to get away with it. I'll bet some class action lawyers are already looking into this - and I'll be joining up as soon as that lawsuit against Fitbit is filed. Meanwhile, I'm telling everyone I know that Fitbit is the worst ever and I'll be switching to Apple or maybe Garmin.
I ordered a dongle to pair their Charge 2 watch to my PC. The order was placed on 10/1/20 with a 5 to 7-day shipping window. I called the company on 10/14/20 to ask the status and they told me it had not shipped yet. The company was very quick to charge my account for the order but now they have my money and I have nothing. The watch doesn't pair with very many devices so it is not worth anything to me as I can keep no record of my training. Do not buy Fitbit!
After filing a report on a damaged 2 year old Charge 3 tracker, I was offered a 40% discount on a Versa Lite smartwatch. I searched the site for the ideal Versa Lite and settled on one. Upon check-out, I noticed that the 40% discount didn't apply as promised.
I reached out to FitBit customer service to see if I could get this issue addressed. The customer service agent informed me that this discount was only applicable to a certain color of Versa Lite. I told the agent that the email outlining my discounts made no mention of a color restriction and asked if they could honor the discount on other colors. At that point, the customer service agent became very obstinate and refused to rectify this mistake.
As someone who spent a majority of their adult working life in retail or food service, I was appalled by the lack of empathy and manners in this customer service agent.
FitBit needs to drastically overhaul their customer service department, because I feel like I was screwed over by them.
Early in January this year, I purchased a Fitbit Ionic through an Australian reseller on Ebay. The unit came in an sealed, unopened box and connected immediately to my Fitbit app: so the product was genuine.
However, the GPS on this expensive device did not work. It remained stuck on "searching" mode. In early February, I returned from Australia to my permanent residence in Prague, the Czech Republic. The GPS didn't work in Europe, either.
I explained the problem to Fitbit Support. They instructed me to do a factory reset - pressing the three buttons on the device. When I did this, the device stopped working entirely. It now just displays a message: "Data not cleared - Sync and try again." I cannot get the device to either sync or start again.
After giving me this disastrous advice, Fitbit Support then asked me from whom had I purchased the device. I gave them the name and address of the company, which operated through Ebay from an address in Melbourne, Australia. They then informed me that because this wasn't an "authorised reseller," I didn't have a valid warranty.
I have been corresponding with them for the past week but basically they refuse to do anything about it - save sending oleaginous expressions of sympathy and assurances that they "value me as a customer."
The most important points I'd like to emphasise here are:
1. I purchased the device new and in a sealed box. It connected immediately to their app and it's definitely their product.
2. Until I followed to the letter the advice their "support" unit gave me - doing a factory reset - the device worked very well, save for the problem with GPS. Now it doesn't work at all. So it's the responsibility of their support team that I have a totally non-functional watch.
I would also like to add that it is clear from the huge number of complaints about the "flagship" Ionic (especially about the non-functional GPS and about its propensity to stop working, usually a suspiciously short time after the warranty expires) that Fitbit knew that the Ionic was a very poor device, subject to serious failures and breakdowns. But they choose to sell it anyway - and then to hide behind the fine print of their warranty to avoid their corporate responsibility.
I want a refund from this company.
Called several times and did live chat. error 24. This junk will not sync and all help is overseas. Can’t speak English. No help. No contact from anyone on fixing the issue.
Sad fitbit was the best. Sold out to desert sand. Don’t buy their junk. No help anymore and overpriced.
Purchased 2 Fitbit Zip activity trackers in last 9 months the battery gets drained within a few hours of set up. Contacted Support and got one replacement Zip. It lasted only 3 hours after I synced it.
Fitbit support admitted that there is a problem with the App that is used to sync the Zip. Their engineers are working on it.
Won't give me a refund on the first 2 Zip purchased. Told me there is one year warranty. Go back to the store where purchased and try to return it there.
They admit that they continue to sell the defective product without a repair.
I bought a Fitbit Charge HR after I had Back surgery to help me with my Rehab and keep track of my miles walking.
It worked great and i was really happy with it. Then last week I got a notice that it needed to be updated. So i updated it.
I started having alot of problems the next day. It would not stayed charged and would not track my miles or steps and would only work half the time when i pushed the button. I emailed fitbit and told them what it was doing. Thet said my tracker is defective and keeps rebooting and it defective. It worked great til they did there updates. They told me that my warrenty was no good and all they could do is give me 25% off a new one. Why would i want a new one then they do more updates to make me buy another one? I could see if i did somthing to break it but they broke it by doing there updated when hey have a new model come out. So this is how they sell more trackers by causing the old ones to crash, I really need them to replace it with a working one asap. Thanks
I received a Fitbit Flex as a gift in 2014. I used it for awhile (about 2-3 months), then stopped. Recently, I wanted to start using it but as luck would have it, my barely used Fitbit won't hold a charge. I went online and found that this is a common problem. Well, great.
So I called Fitbit's customer support team and spoke to a poorly trained rep who had nothing to offer in assistance except a 25% discount on a new one. Hmmm....as a consumer, why would I want to purchase a new Fitbit when I've been totally disappointed with this one? And why wouldn't Fitbit want to "make good" on their product, given that this has been a problem that is well documented online and on social media? Sounds like bad customer relations to me.
And since Fitbit can track all of my activity through my account with them, they know exactly how much and how little this Flex Tracker has been used. Sadly, a Fitbit is worthless if the battery won't hold a charge. Shameful.
Well, I have been a Fitbit fan for over a year and half, loved the product however after a year and a half or using the product and regular updates my Fitbit got stuck in the firmware update position.
After numerous international calls (I live in South Africa) to the help line (South African agents referred me to the head office) they say there is nothing they can do but offer me a 25% discount on a new product as the product is out of warranty
I find this completely unacceptable and disgusted that they do not take responsibility for their products. I can understand if it was wear and tear or other issues, but the failure is a direct result of their update that they pushed to my watch. I would like to ask if there are any people in the same situation or similar, as I will simply not rest on this matter.
Please could you respond to this forum or email on [email protected]
I do expect that this post will be removed by Fitbit, as they do not stand by their product
I would like to understand how many other people have the same or similar issues.