To ask for a refund

[Filterphobia]

I bought a smart watch from FitBit 16/10/22 it became faulty within the first month, so I contacted them and they offered a replacement, which I accepted.
Today the replacement watch has suffered from the same fault, it won’t sync and it’s stuck on the wrong time and I can’t change it. So basically it’s unfit for purpose as I can’t even use it as a basic watch, the time is out by over 6 hours.
I contacted them again this morning and said I would like a refund. They are refusing, and saying the warranty states they only offer replacements.
I have checked consumer advice and under the consumer rights act 2015 it states that you can refuse a second replacement if the first replacement becomes faulty. Fitbit are refusing to budge.
So AIBU to ask for a refund, and if I’m not any suggestions on how I can go about getting this?
The watch cost £199 and is less than 6 months old.
I tried phoning citizens advice but was on hold for 50 mins and then it cut me off.

It's trading standards you need for something like this.

Outside of the first 30 days (I think, someone with greater consumer rights knowledge will confirm) It's up to them to choose whether they will repair, replace or refund, and any refund could be pro rata over the months you've used it as well.

it won’t sync and it’s stuck on the wrong time and I can’t change it

It's odd they've both had this same problem. Are you completely sure they're actually faulty and this isn't just user error?

In my company we offer a refund only within the first 30 days of the original purchase, and thereafter a replacement and a further replacement. Once the second replacement is reported also faulty we ask to send back for investigation. If the item is found to be faulty, we again offer a further replacement. However, usually at this point the customer (rightly) loses faith in our product and demands their money back despite that being against our company policy. They always get refunded as its not worth the hassle of bad publicity. Keep pushing would be my advice.

No advice but my Fitbit has also done this and I assumed I was doing something wrong and that’s why it wouldn’t sync. Good to know it may not be me, never occurred to me it might be faulty 🤦‍♀️

@Lockheart I did an online trouble shoot with an advisor who has talked me through how to resolve this issue on both occasions they were unable to fix the problem.
If you look on TrustPilot there are over 5000 reviews and over 80% of reviews are rated as 1 star. The company has an average rating of 1.4 stars with many reviewers complaining of the same issues.
@LessObviousName I think it’s a common fault with their app/software.

Just to add I obviously should have read the reviews before buying. My own mistake.
So is my best option to accept a replacement then? I’ve completely lost faith the replacement will last much longer though 🤷🏼‍♀️

I’ve had two fitbits replaced, a charge and a versa, both replacements stopped syncing.

Would never buy again.

You can try for a refund, but they dont have to accept that and as I said could deduct for use.

Replacement and selling it on might also see you at a loss as you wont sell for new price.

Third option, upgrade? Is there a better model? Will they offer a compromise on the price of an upgrade given the issues you've had.

As another said if they won't offer a refund, threaten them with trading standards. If they don't budge then contact trading standards and see what they say x

They're not known as Sh*tbits for no reason.

I ended up getting another replacement, selling it on and buying a Garmin.

For a reason - not no reason 😳

I had sync issues basically I just kept resetting etc and eventually it worked and was fine for ages.

My Fitbit kept doing this, I had multiple replacements until I gave up and brought a second hand Apple Watch, so far (2yrs in) and no issues!

Legally a manufacturer has the right to repair and replace rather than refund.

I think you've been unlucky, I've had fitmits for 9 years now and although they don't last much more than 2 years I'd not really had issues. Their customer service is good too. I once got a rash on ym arm from one model and they refunded me.

Alternatively you could try the retailer rather than fitbit. They might be more willing to refund, unless you bought it directly from fitbit.

I had this problem with mine, I had to do a system reset or something, the term escapes me right now, but it's been fine ever since

Actually, I've just re read and realised this is the replacement thats now faulty. There is probably an argument for a refund at this stage based on this being the second failure.

Which has some interesting points relating to repairs, replacements and timescales. Might be worth an email to the CEO laying out your points:

www.which.co.uk/consumer-rights/advice/what-do-i-do-if-i-have-a-faulty-product-aTTEK2g0YuEy

Your CEO is James Park:
[email protected]

Known as a Shit Bit by my colleagues. We all bought them at a similar time and none of them worked properly for more than a couple of months.

although they don't last much more than 2 years I'd not really had issues

What the fuck? A decent fitness watch should last up to a decade or more!

I've been using GPS / fitness watches since the early 2000s (first Garmin, now Suunto), and can tell you that 2 years is an unreasonably short lifespan.

Tech isn't designed to last a long time. Same for phones. No smart watch works for 10 years. No mobile phone which is much more expensive works for 10 years. At least not well.

Did you buy it direct from Fitbit? If all they'll do is send a replacement, could you then sell that on as it would be a brand new item. You might get a good chunk of your money back.

I've just moved away from Fitbit as they've started removing popular features and I've had a Garmin for almost 2 weeks and love it. The battery life is brilliant.

I'd have got an apple watch if I had an iPhone but I'm an android girl.

A fitness/GPS watch is not necessarily a 'smartwatch' like an apple watch is - you're confusing two things. Most of the fitbit models are pretty basic tech.

I have a Sunnto Ambit3 Peak still going strong from 2015, and I'm not the only one - I've seen mountain guides wearing similar age models. Why would you bin something that works fine?

What did you use to purchase? If credit card just contact them and they should be able to do a charge back for you. I've also had one done by my bank for a purchase on my debit card though.

And FWIW, that 2015 Suunto watch has better GPS and navigation functions than most of the 2023 fitbit models.😂

Buy cheap shit, buy twice. The fact that people call them "shitbits" tells you everything.

I've had two different fitbits over the years, both had issues syncing. I never returned, now wondering if there is an issue with them 🤔 sometimes they'd sync, but less than 50% of the time. I just couldnt be arsed to mess around and stopped wearing it.