Faulty Fitbit, Avoidance of responsibility, and NO COMMUNICATION

<p>I am writing to make a now public complaint as to the handling of my case by the smart device division. It seems that 5 months of patience is not enough.</p> <p>I have been a loyal FNB customer for 14 years, since I was 16 years old, and this mistreatment from FNB bank and is actually making me seriously consider a move to Capitec.</p> <p>I purchased a Fitbit Charge HR through FNB in July/August last year. In February 2017, the device ceased to function - I contacted the Fitbit people and was told that, because FNB was not an AUTHORISED seller of Fitbit, they could not help (a fact that I was not aware of and would have prevented me purchasing through the bank had I known).</p> <p>After doing research, I found that the issue I was having (the Charge HR was showing a software download bar, but was not syncing to computers or apps and would not reset) was so common, it had even earned a name - the halfbar of doom. Having discovered this, I decided that I would rather not continue with this device and asked your cancellation department to assess the device for cancellation. They returned a D rating because of a crack on the screen. I was not willing to pay in for that, especially as the screen damage is also a relatively common issue. So, I asked for the device to be sent in for repair to THE SOFTWARE. I was contacted once after this to ensure the device was received and never again. This was on 13 March that I instructed the device to go for repairs.</p> <p>Since then, I have attempted to locate my device multiple times and have been told that the warranty was voided because of the screen damage. I did not ask for the screen to be fixed - I wanted the software fixed. I had to be the one, each time, to contact FNB. The attempts to avoid repair of the device by FNB were never indicated to me at any time in writing. At five months after sending it for repair, I have STILL NOT RECEIVED ANYTHING IN WRITING, I have not received the reference to where in the warranty it expressly states that a cracked screen equals voiding of warranty. FNB has kept my device, made no attempts at offering a solution and continues to deduct from my account. </p> <p> </p> <p>It appears that customer care is NOT the forte of FNB and I would rather move to a bank that does not charge me so much in fees and which has consistently overtaken yours in service ratings. This absolute digging in of heels at the thought of paying to repair my device or provide me with one that is not faulty, which would have cost FNB less than the R2000-R3000 I am paying, will now cost them the loss of a customer and the thousands of rands in bank fees they probably would have got out of me in my lifetime. </p> <p>Prior to this, I had not even considered moving. 5 months of me constantly having to follow up is simply outrageous though. My reference is FNB334445. So long FNB.</p>