Fitbit Customer Service - Please Help !!!

benp1994

Hi,

i bought a Fitbit Versa 3 for my partner last Christmas. It then developed a fault in April where the battery was draining ridiculously quickly, and as such Fitbit offered to replace the device (in-warranty).

Now, earlier this month the replacement device has developed exactly the same issue and during normal wear, the battery is draining within approximately 1 day again. We have contacted Fitbit Support, and they have confirmed the device isn’t operating as it should, and have therefore once again offered to replace the device (in warranty), or offer us a 50% discount against another device.

My partner doesn’t exactly want a third Fitbit Versa 3 in case the same issue presents itself, and it’s an important tool for her physical and mental well-being that she cannot currently use. We have had numerous discussions with those at Fitbit and have said that we don’t want another replacement Versa 3, and instead she would like to upgrade to another device (Fitbit Sense etc). I’ve had a read of consumer rights law, and it appears that if something’s faulty in the first 6 months, and the repair/replacement has failed, then are we actually entitled to a refund?

My partner wants to upgrade to a Fitbit Sense and hopefully not incur the numerous issues she’s had to date with the Versa 3, but the 50% offer seems unfair (They’re more than willing to replace a £200 Versa 3 like-for-like, but not give £200 towards a Sense … Only £140 - 50% of the value).

If someone could please help and clarify our rights in this situation that would be highly appreciated as the Fitbit Customer Support has been far from useful, and has been rather poor in terms of the Customer service offered. I just want a working Fitbit for her … Like what i paid for !

Aylesbury_Duck

Using the warranty means you're tied to the warranty terms, and if those are to replace it or offer 50% of the cost of a new device, then that's all you're entitled to under the warranty.  It's a case of take it or leave it.

You have the consumer rights route available to you instead, but after this amount of time, the retailer has the option to refund, repair or replace, and if they elect to refund, they can reduce the amount to reflect use to date.  You might try that route and see if the settlement would be £140 or more - enough to buy the sense and have something left over, for example, but it's unlikely to lead to a full refund and they could of course replace the unit, so you're back in the same situation as the warranty.

mattyprice4004

They're entitled to deduct from a refund for the use you've had - so I'd say their offer is fair. 
A deduction of £60 for a year's use seems fair enough to me.