FitBit HR Charge shows excessive damage after a year - FitBit is refusing to comply with warranty

Hi there

I bought a FitBit HR Charge from Dion Wired in Cavendish Square on 2 June 2016. In South Africa there is a 1 year warranty on the product. This is really ridiculous considering one would expect a premium sports device to last longer than 12 months and I am by no means an athlete as any data pulled from my FitBit over the last year will attest.

The FitBit is literally falling apart. Now the year warranty may be up but as stated by the FitBit representatives, there is a 3 month grace period after the warranty has expired.

I first contacted FitBit on 10 Sept, so within the grace period only to be told they can't help me. That's really shocking and not the kind of attitude I expect from a premium brand. I have supp**** a number of photos as evidence as a snap shot of my average activity levels over the year.

I have contacted the international FitBit support team, their replay as below on 10 Sept: Despite me insisting on speaking to a senior member of staff I am being ignored. --------------------------------------------------------------------------------------------------------

From: ********** ********** Subject: Re: Charge HR - Damaged - iOS [ ref:_00D40N2lj._5000b1AHxIc:ref ] Date: 10 September 2017 at 8:42:54 AM SAST To: ********** **********

Hello Paul,

Thank you for sending us the requested information. We are really sorry that we cannot offer you anything at the moment.

Unfortunately, as you have also seen, the warranty for South Africa is 1 year. We really wanted to offer something, but we cannot even apply our exception policy for your tracker, since it has been more than three months that the tracker hasn´t been covered by the warranty.

We apologize for the situation and we´ll be really happy to assist you again in the future in case you decide to join our Fitbit family again or if you just have an inquiry.

Let us know if you have any questions.

Have a nice Sunday!

Sincerely, Lina H and the Fitbit Team --------------------------------------------------------------------------------------------------- I have also approached the local FitBit social media team, where I've had a little more success, correspondence as below:

Hi there

Thank you for getting back to me. It's really been a struggle working with the international FitBit support team.

Just so you are also aware of what happened, I know there is a 1 year warranty in South Africa. Which is actually one of few countries that only provide for a year warranty on a sports device. Sports devices, especially premium ones bought from an authorised dealer shouldn't have such a short lifespan. What I find a little disconcerting and has really damaged my perception of the brand is that I'm hardly an athlete. I've been using the FitBit Charge more as a watch and a way to track my caloric intake. I attached a snap of my average activity over the course of a year. This kind of low impact activity really shouldn't have resulted in such excessive wear and tear.

The device was bought on 2 June 2016. Which means the year warranty expired 2 June 2017. There is also an extension period of 3 months. We sent in all the photographic proof and the proof of purchase on 10 Sept. The grace period would have expired 2 Sept. We're a couple days short here. And really the device can not be used, It's beyond repair and even with minimal exercise it's falling apart.

It is logical to make the assumption that a sports device would last longer. I hope you can assist here, because I really feel that an allowance can be made based on all the facts on hand.

I will await confirmation of what the resolution is before I end up in a circular argument with DionWired,

Thanks for the help, I really hope we can get this sorted out, ------------------------------------------------------------------------------------------------------------

Here is the message I got from FitBit support South Africa.

EP 19, 2017 | 01:52PM SAST Harry Alexander rep****: Hi Delia,

Thank you for contacting us through our social media platform - we're sorry to hear that you're having trouble with your Fitbit.

Fitbit is constantly working on improving products and services and they do appreciate all the input we receive from users.

Please take your device with your till slip back to place of purchase if the device is still in warranty. Note a proof of purchase displaying the purchase is essential for a warranty claim.

You may return the device to Dion wired Cavendish to have them send the tracker for a warranty assessment and have your tracker replaced with an Alta HR.

Thanks and kind regards, Harry This message was sent to ********** in reference to Case #: ********** . -------------------------------------------------------------------------------------------------

Cavendish Dion Wired EP 19, 2017 | 01:52PM SAST Harry Alexander rep****: Hi Delia,

Thank you for contacting us through our social media platform - we're sorry to hear that you're having trouble with your Fitbit.

Fitbit is constantly working on improving products and services and they do appreciate all the input we receive from users.

Please take your device with your till slip back to place of purchase if the device is still in warranty. Note a proof of purchase displaying the purchase is essential for a warranty claim.

You may return the device to Dion wired Cavendish to have them send the tracker for a warranty assessment and have your tracker replaced with an Alta HR.

Thanks and kind regards, Harry This message was sent to ********** in reference to Case #: ********** .

----------------------------------------------------------------------------------------------- DionWired Cavendish ********** Delia Woker ********** 491