Fitbit not honouring warranty T and Cs

rubyjones13

MattMattMattUK said:

rubyjones13 said:

MattMattMattUK said:

rubyjones13 said:

Hi everyone, I bought a fitbit in the Autumn, so it's still within their 1 year warranty. They won't offer a full refund after 45 days, but will offer a refund - 15%. I've tried contacting them directly, and also going through Resolver - but they are literally asking for tens of different pieces of advice asking me to prove it's faulty. It often doesn't deliver notifications as it should (despite me doing all of their trouble-shooting steps), and also it often says I'm running when I'm not. 

I want to return it, but each time I reply to them with the evidence they are asking for, they reply asking for more. It's becoming incredibly frustrating and stressful and I've never experienced such a complicated return process.

Is there any wording / consumer rights I can state just allowing me to return it? 

Thank you! 
Ruby

Which model? The reason I ask is because often the issues are due to the way the device is set up, settings on the phone it is paired to etc. and most can be easily rectified. I am not surprised they are not willing to give you a refund for something you bought 9+ months ago, but they are normally more than happy to replace faulty items if there is a genuine issue (I have had them replace 2 devices under warranty). 

rubyjones13 said:

It often doesn't deliver notifications as it should (despite me doing all of their trouble-shooting steps), and also it often says I'm running when I'm not. 

The notifications are often caused by the power saving being turned on in the Bluetooth settings on the paired phone, or in the power saving settings for the individual app and sometimes via app permission settings. The auto-run kicks in based on movement patterns, it often kicks in prematurely (eg. if I jogged for 50 meters it would put me on a run) but I found that the best thing was to just turn off the auto-run feature as I am always aware when I go out for a jog, I do not feel the need for the watch to tell me and it still records data regardless. 

Thanks for all of the information - i have tried over 30 troubleshooting steps now, it's the Sense model. My mistake though, it was only bought in February, and they aren't offering to replace it either. It did used to deliver notifications and never had an issue with it. Now it's started just dying on me without notification or email that the battery is low, despite bluetooth connection, proximity and all relevant notification settings on, turned off and on again, reset etc. 

Looks like I'll just have to jump through a few more hoops! 

If the device is faulty and it sounds like yours is then do not ask for a refund (you will not get one), but a fix/replacement under warranty. They will almost certainly send you a replacement model and then just digitally deactivate the old one and tell you to put it in electrical recycling (WEEE) which is what they have done for me on both occasions and I know they have done the same for a friend as well. 

I found with them it is how you phrase things, when phrased in the right way (faulty item, needs repair/replacement) then they do just that, they will ask you to confirm you have done all the relevant troubleshooting and then they will replace the watch (hopefully). Good luck!

Thank you! 

born_again

rubyjones13 said:

MattMattMattUK said:

rubyjones13 said:

Hi everyone, I bought a fitbit in the Autumn, so it's still within their 1 year warranty. They won't offer a full refund after 45 days, but will offer a refund - 15%. I've tried contacting them directly, and also going through Resolver - but they are literally asking for tens of different pieces of advice asking me to prove it's faulty. It often doesn't deliver notifications as it should (despite me doing all of their trouble-shooting steps), and also it often says I'm running when I'm not. 

I want to return it, but each time I reply to them with the evidence they are asking for, they reply asking for more. It's becoming incredibly frustrating and stressful and I've never experienced such a complicated return process.

Is there any wording / consumer rights I can state just allowing me to return it? 

Thank you! 
Ruby

Which model? The reason I ask is because often the issues are due to the way the device is set up, settings on the phone it is paired to etc. and most can be easily rectified. I am not surprised they are not willing to give you a refund for something you bought 9+ months ago, but they are normally more than happy to replace faulty items if there is a genuine issue (I have had them replace 2 devices under warranty). 

rubyjones13 said:

It often doesn't deliver notifications as it should (despite me doing all of their trouble-shooting steps), and also it often says I'm running when I'm not. 

The notifications are often caused by the power saving being turned on in the Bluetooth settings on the paired phone, or in the power saving settings for the individual app and sometimes via app permission settings. The auto-run kicks in based on movement patterns, it often kicks in prematurely (eg. if I jogged for 50 meters it would put me on a run) but I found that the best thing was to just turn off the auto-run feature as I am always aware when I go out for a jog, I do not feel the need for the watch to tell me and it still records data regardless. 

Thanks for all of the information - i have tried over 30 troubleshooting steps now, it's the Sense model. My mistake though, it was only bought in February, and they aren't offering to replace it either. It did used to deliver notifications and never had an issue with it. Now it's started just dying on me without notification or email that the battery is low, despite bluetooth connection, proximity and all relevant notification settings on, turned off and on again, reset etc. 

Looks like I'll just have to jump through a few more hoops! 

Had any updated to phone or APP as they can mess with settings.
My Android just came up with a list of APPs that had permissions denied. Had to go back in & reset them all again.

Money_Grabber13579

I didn’t have a good experience with the FitBit I used to have either. Quite often, I’d have been lying in bed in the morning and it would have buzzed to say I’d just had a record workout and walked 987,000 steps (that’s not an exaggeration, it happened on 4 separate occasions).

Then, after about a year and a half, the strap broke and couldn’t get a genuine replacement because they had stopped making them. Yes, I could, and eventually did, get a third party replacement but they only lasted a couple of months.  In the end, I gave up and bought something more reliable.

If they are offering a partial refund, I’d be tempted to take that and buy something else (I’m not sure if the refund is 15% of the purchase price or is the purchase price reduced by 15% but I’m assuming it’s the latter).