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Old 04-05-13, 07:26 PM  
preklbt
 
Join Date: Jan 2011
Location: upstate NY
Fitbit-replacement clip

So I received a fitbit one for Christmas & a few weeks ago part of the clip broke, exposing the metal part, making it kind of sharp & uncomfortable to clip to my clothes. Apparently you can't contact customer service by phone. So I emailed them, they responded w/a comment about their 365 day warranty (included a link to this policy) & asked for a copy of the receipt so they could verify it was w/in the 365 days & asked for 2 clear pics of the broken clip. So I emailed all of that a week ago & have not heard back from them. I emailed on tues to inquire & then again today & have not heard anything!

We bought it at best buy & unless we have a protection plan on it they will not do anything for us, they said they checked the manufacturers warranty & still can't help us!

It's all rather frustrating, I love the device but am so sad about the clip & the customer service. I will still use it, but am thinking maybe I could buy a new clip, but I don't see any parts on their site, so I thought I'd see if anyone here knows.

Thanks for the help & for letting me vent!
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Old 04-05-13, 07:30 PM  
Nuggie's Auntie
 
Join Date: Dec 2006
Location: I love that dirty water...
I'm sorry you have had a bad experience! True, their CS is not super fast, but I've had good service from them in the past. I actually just sent them photos of my Ultra, which has fallen apart and is currently being held together by a rubber band. It's outside the warranty window, but I just thought I'd see what they say.

I hope you hear from them soon b/c it really is a great little tool! I'm so addicted! <sigh>
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Old 04-05-13, 08:33 PM  
momof10
 
Join Date: May 2007
Location: Michigan
I got my FitBit One the day before Thanksgiving and my clip did the same thing around the first of the year. It didn't last but about 6 weeks. I had to email all the same information that you did. It took them about a week to get back to me. They said they would send me another clip. I waited about 3 weeks and when I didn't get it I emailed them again. They responded that the clip was on back order. Like they couldn't have told me that earlier. Anyways, it took over a month for me to get it. Plus, I had to pick it up at our local PO because the box wouldn't fit in our mailbox. They mailed it in a huge box, why, I don't know know. There CS is very irritating, to say the least.

I wish you luck with them. Oh yea, you can order a clip for $9.99 on their website. I ended up ordering a clip before I sent them an email,about my broken one, because I was ordering the cord for charging the FitBit. One of my kids lost it from my computer. So, I figured I would just order the clip, too. That way I would have a second one if my new one broke again. I paid for overnight shipping and got it the very next day.

Cheryl
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Old 04-05-13, 08:40 PM  
rosepetals
 
Join Date: Apr 2004
Location: UNITED STATES
It took me 3 months to get mine. They sent me emails when I reminded them they had not sent it. They did nothing at all until I told them I was going to post it on my blog on sparkpeople and here. LOL. It took a threat for them to respond.

HINT, HINT.
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Old 04-05-13, 08:57 PM  
Debbie S.
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Join Date: Nov 2001
Wow, I'm so surpirsed to read these posts. They have been so good to me. Sent me three clips when mine broke, and I received them within a week. They sent me a new Fitbit when mine fell out of the sleep pouch in the middle of the night into the toilet. I received it within a week.

I'm so sorry to hear how frustrating it's been for some of you.
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Old 04-06-13, 03:36 PM  
Seattlefoodie
 
Join Date: Jul 2010
I had a great CS experience at Fitbit

Like another reviewer, the clip on my One broke at the end, exposing the metal inside. I superglued it back together, and then several days later, my One fell off me. I emailed CS that day to tell them I lost it and they got back to me in the evening. They offered to give me a new, replacement One for no charge - all I had to do was email them my reciept (from Amazon). Just over a week later, my new Fitbit One arrived!
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Old 04-06-13, 03:55 PM  
Pratima
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Join Date: Nov 2001
Location: Phoenix, AZ
My clip broke yesterday. I got the Fitbit back in June and am waiting to see their reply to my email.

Stephanie, did you send the photos in response to a request from them, or as part of your original email?

Debbie, I remember you saying they were very responsive and helpful to you and I'm hoping my experience is the same!
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Old 04-07-13, 10:38 AM  
Seattlefoodie
 
Join Date: Jul 2010
Quote:
Originally Posted by Pratima View Post
My clip broke yesterday. I got the Fitbit back in June and am waiting to see their reply to my email.

Stephanie, did you send the photos in response to a request from them, or as part of your original email?

Debbie, I remember you saying they were very responsive and helpful to you and I'm hoping my experience is the same!
They did not ask me for a photo, just a receipt. It was so easy!
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Old 04-07-13, 10:43 AM  
Sue B
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Join Date: Nov 2001
Location: Maryland
When my base station stopped working last year (it was only a couple months old) it took several weeks for them to respond to my email, and several more weeks to send a replacement base. They did give me a free 6-month premium membership.

From what I've been reading, they seem to respond quicker if you just ask for a replacement Fitbit
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Old 04-07-13, 01:46 PM  
Nuggie's Auntie
 
Join Date: Dec 2006
Location: I love that dirty water...
Quote:
Originally Posted by Pratima View Post
Stephanie, did you send the photos in response to a request from them, or as part of your original email?
They requested the photos. I didn't ask straight out for a new one, I just asked about durability of other models b/c this was my second fitbit in two years. We'll see what comes of it. It still works, I just can't push the button anymore to see my stats, I have to wait until it synchs.
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