Bests & Worsts Reviews from Amazon

Save Chat End Chat Willian: Hi Markham, my name is Willian. How can I help you? Me: Hey Willian, am keen to know what options I have to return a Fitbit Surge. The HR tracker is proving to be extremely inaccurate. Me: Like, 20-30% off Me: Which is really significant - makes readings like calories, etc, also very questionable. Me: It was bought via Amazon December 29. Willian: I'm sorry to hear that the HR on your Surge tracker is not being accurate. I will be glad to assist you. Willian: When did you start noticing this behavior on your Surge tracker? Willian: Are you comparing your Surge tracker with another device? Me: Two other devices, actually. Me: I first noticed it when I was wearing the Surge at the same time as a chest-band HR tracker paired with a Garmin bike computer, then a Wahoo chest band HR tracker paired with an iPhone app. Same differential between the two, 20-30% off at peak HR and average HR Willian: Thank you for letting me know that you are comparing your Surge tracker with another 2 devices. Willian: Just allow me a moment to check your account. Me: Thanks Me: I pretty much stopped wearing it of late because it seems rather pointless Me: Wore it religiously for nearly all of January Willian: Please note that the algorithms in the 3 devices is different. Me: Algorithms? Willian: The formula to capture the heart rate is different. Willian: As with all heart-rate tracking technology, whether a chest strap or a wrist-based sensor, accuracy is affected by personal physiology, location of wear, and type of movement. Me: So the fact that these two chest bands are both off by almost the same proportion is... coincidental? Willian: The formulas in each device are different. For example the technology that Fitbit tracker used the Pure Pulse. Willian: Our PurePulse heart rate tracking is the only heart rate technology to offer automatic, continuous wrist based tracking for all-day health insights and workout intensity. It is uniquely designed to measure heart rate all day, with always-on optical heart rate sensors that still maintain extended battery life. Willian: Please check out the following support article: Heart rate FAQs ( [...] ) Me: Right, I understand all that, but my concern is here that the Fitbit reading falls on the low side compared with both bands. So the reason I bought is that I want to zone train on my bike Me: And I can't do that effectively if it's off by like 25bpms Willian: Please note that the Heart rate in your Surge tracker take in consideration your age, gender, weight and height. Me: Yeah they all do that Willian: Thank you for letting me know that you bought your Surge tracker to check your heart rate when you are training on your bike. Me: So it doesn't fulfil the purpose I bought it for, and I'm wondering what my options are for returns/refund Willian: I'm sorry to hear that the Surge tracker doesn't fulfill your requirements since you are comparing it with another devices that use another technology to track the heart rate. Willian: We are happy to facilitate a return for a refund only if your device was purchased within the past 45 days from the Fitbit.com Store. Willian: You can read our full return policy by going to [...] Willian: Since you've purchased from a retailer, you'll need to return your Surge directly to the retailer and follow their return and refund process. Me: 53 days, and from Amazon, so I guess I'm up Fitbit creek, eh? Amazon's policy also 45 days. Willian: Note: Our limited warranty provides replacements for trackers deemed to have a manufacturer's defect within 365 days of purchase. Me: But if I read your carefully-worded messages correctly, you're not saying there's a manufacturer's defect, merely that the algorithms in how Fitbit & other devices record heart rate differ Willian: Your Surge tracker in this case is recording your heart rate properly. Me: Except I am no closer to knowing what my heart rate actually is, because every heart rate monitor is merely an interpretation of what my heart rate could be Me: Because algorithms Willian: Just to make sure are you wearing your Surge tracker as the pictures in the Heart Rate FAQ's article? Me: Yes, read the instructions thoroughly Me: While I was waiting for it to complete setup Me: Then a few weeks later I noticed the discrepancy Me: And then I read the articles about the class action lawsuit Me: And, well, here we are. Willian: We do not believe this case has merit and stand behind our heart rate technology. We strongly disagree with the statements made in the complaint and plan to vigorously defend the lawsuit. Fitbit is committed to making the best clip and wrist-based activity trackers on the market. Our team has performed and continues to perform internal studies to validate our products’ performance. Willian: Fitbit trackers are designed to provide meaningful data to help our customers reach their health and fitness goals. They are not intended to be scientific or medical devices. Me: OK, well thanks for your time and immaculate boilerplate, Willian, I guess I'll just write off that $250 as a costly error on my part Willian: I'm sorry to hear that you are felling this way right now. Me: Seems like there's little to be done about it Me: Other than measure the beating of my sad, sad heart Me: Minus 20% of actual sad bpms Willian: I will be adding all this information to your case and thank you for your feedback regarding the heart rate. Me: *saves conversation*