Fitbit sense and versa 3 overheating issues.

troberts

Hi,  I have a fitbit sense that is purchased in December 2021.  I contacted fit it regarding this issue of overheating and was informed that mine was effected by the problem.  They decided to replace it (bonus) but the device they have replaced it with has had the updated software, this update will have a hige negative impact on the battery longevity, down to 2 days from 6 days,  to add insult to injury the replacment did not arrive with a charger cable, so have been unable to use it even if I wanted to.  So my problem is the replacment device is not the same device that I originally purchased.  My main reason for thw sense was the battery longevity.  So with this updated replacment it is over 60% less effective.  I am after some assistance on this. The update has been forced upon all owners of these devices by fitbit, so they can rectify a problem that was existent before myself and anyone purchased these products. They are offering a $50 recompense for this downgrading of the product.  Personally I extremely unhappy with this outcome as it is very inconvenient to charge the device every 2 days.  Considering the device has been replaced by fitbit is there a case to be taken against fitbit under the consumer rights law. The fundamental operation of the device is now no longer the same as the original purchase.   I have rejected the replacment and requested it be collected ASAP and and blocked my payoneer account from receiving any refunds.  Is there a case to be brought against fitbit under these laws.  If so all the effected owners in the uk should start this.  If Martin Lewis himself would assist I have no doubt that all us owners of the said devices would be very grateful.  I look forward to anyone's reply and info.  Cheers,  

elsien

Just checking are you in the UK, because you reference the compensation being in dollars?
And what specific outcome are you looking for? If you are after a completely new fitbit, I am fairly sure that is not going to be happening, 

troberts

Hi Elsien,  I forgot to add that after.  Yep I am in the uk. Me personally would be looking for a refund to be honest. But it is more than that for me, it's about large cooperations in this case Google not stepping over the people that have actually put them where they are in the first place.  

elsien

You have had three years use from it. They are allowed to reduce any payment to you by a proportion to represent that usage. How much did you pay for it in the first place? 
How do you know that the battery usage will reduce by so much if you've not tested it - is that from information that fitbit gave you? I have a versa 3 which has just had the new update and it is still lasting for longer than two days. 

ETA - I can see some blurb after a quick search which says that battery life may be reduced but I can't see any confirmed information from google to say it will reduce to 2 days. Just going off my own experience where this hasn't happened yet although that is obviously anecdotal.

Slinky

Having had Fitbits replaced twice under warranty, when, thanks to us being covered by EU legislation the warranty was 2 years rather than the 1 year we have now because of Brexit, I never bothered replacing it when the third one went wrong at 3.5 years after the original purchase.

Not fit for purpose IMO.

Aylesbury_Duck

troberts said:

Hi Elsien,  I forgot to add that after.  Yep I am in the uk. Me personally would be looking for a refund to be honest. But it is more than that for me, it's about large cooperations in this case Google not stepping over the people that have actually put them where they are in the first place.  

You’re not entitled to a full refund.  Who replaced it?  Fitbit themselves, or the retailer you purchased it from?  Or did you buy it directly from Fitbit?  Any consumer rights must be exercised with the retailer, so if the replacement was issued under a warranty claim, then you need to check the warranty terms to see if they’ve acted correctly.  

I doubt that Martin Lewis is going to be taking up your case, I’m afraid.

powerful_Rogue

Slinky said:

Having had Fitbits replaced twice under warranty, when, thanks to us being covered by EU legislation the warranty was 2 years rather than the 1 year we have now because of Brexit, I never bothered replacing it when the third one went wrong at 3.5 years after the original purchase.

Not fit for purpose IMO.

There has been no legislation in the UK that enforces any warranty to given, let alone of any duration.

Think you're getting confused with this 15 year old myth - https://blog.moneysavingexpert.com/2010/12/the-eu-goods-must-last-a-minimum-two-years-rule-is-a-myth/

Grumpy_chap

troberts said:

Hi,  I have a fitbit sense that is purchased in December 2021.  I contacted fit it regarding this issue of overheating and was informed that mine was effected by the problem.  They decided to replace it (bonus) but the device they have replaced it with has had the updated software, this update will have a hige negative impact on the battery longevity, down to 2 days from 6 days,  to add insult to injury the replacment did not arrive with a charger cable, so have been unable to use it even if I wanted to.  So my problem is the replacment device is not the same device that I originally purchased.  

In my experience, the life span of a fitness tracker is only around 3 years or so and the battery life reduces.

Your device was three years old and you now have a brand new device, albeit with a lower capacity battery.  Is the functionally really downgraded versus your three-year old tracker (not what the three-year old tracker gave when it was brand new)?

If Fitbit identified a fault with the original device and that is discontinued, they can only replace with the nearest equivalent from the current model range.  In any event, I suspect they can't simply give out a new replacement of the original model as that would have the inherent fault that causes the overheating.

Can you use the charging cable from the original device that was returned?

troberts

elsien said:

You have had three years use from it. They are allowed to reduce any payment to you by a proportion to represent that usage. How much did you pay for it in the first place? 
How do you know that the battery usage will reduce by so much if you've not tested it - is that from information that fitbit gave you? I have a versa 3 which has just had the new update and it is still lasting for longer than two days. 

ETA - I can see some blurb after a quick search which says that battery life may be reduced but I can't see any confirmed information from google to say it will reduce to 2 days. Just going off my own experience where this hasn't happened yet although that is obviously anecdotal.

Hi,  fitbit/google are aware of countless issues regarding very low battery longevity and also display issues with this update.  They clearly have an issue here but are refusing to admit the problem.  I seen to remember a problem ba k in 2017 with another devi e having the same issue with the battery.  This looks to be a pattern with fitbit.  Poor design and manufacture.  

troberts

Aylesbury_Duck said:

troberts said:

Hi Elsien,  I forgot to add that after.  Yep I am in the uk. Me personally would be looking for a refund to be honest. But it is more than that for me, it's about large cooperations in this case Google not stepping over the people that have actually put them where they are in the first place.  

You’re not entitled to a full refund.  Who replaced it?  Fitbit themselves, or the retailer you purchased it from?  Or did you buy it directly from Fitbit?  Any consumer rights must be exercised with the retailer, so if the replacement was issued under a warranty claim, then you need to check the warranty terms to see if they’ve acted correctly.  

I doubt that Martin Lewis is going to be taking up your case, I’m afraid.

Firbit replaced directly and I purchased based direct from fitbit.  The device has been fundamentally changed from the device i originally purchased due to an inherent problem with it from manufacture.  

troberts

Grumpy_chap said:

troberts said:

Hi,  I have a fitbit sense that is purchased in December 2021.  I contacted fit it regarding this issue of overheating and was informed that mine was effected by the problem.  They decided to replace it (bonus) but the device they have replaced it with has had the updated software, this update will have a hige negative impact on the battery longevity, down to 2 days from 6 days,  to add insult to injury the replacment did not arrive with a charger cable, so have been unable to use it even if I wanted to.  So my problem is the replacment device is not the same device that I originally purchased.  

In my experience, the life span of a fitness tracker is only around 3 years or so and the battery life reduces.

Your device was three years old and you now have a brand new device, albeit with a lower capacity battery.  Is the functionally really downgraded versus your three-year old tracker (not what the three-year old tracker gave when it was brand new)?

If Fitbit identified a fault with the original device and that is discontinued, they can only replace with the nearest equivalent from the current model range.  In any event, I suspect they can't simply give out a new replacement of the original model as that would have the inherent fault that causes the overheating.

Can you use the charging cable from the original device that was returned?

Hi,  fitbit asked for the charging cable back so it was sent back to them.