Top critical review
10 people found this helpful
Still doesn't work after sent to manufacturer and charged when said wouldn't be
on August 13, 2016
I loved it initially; I could track my progress and I enjoyed its features: simple and easy to use.
It worked for about three months without any issue. Then it started to have error messages in the middle of workouts: check heart rate signal. It wasn't that often so I could deal with it, but then it couldn't find a heart rate at all after a while. I was even cleaning it after each use and changed the battery in both the watch and strap.
I sent it to the manufacturer since it was still under a year old. I explained I didn't need a battery and that I was receiving an error message every time I used the monitor. They provided me with an invoice for $40 which included $20 for a new strap and $20 for a battery replacement I didn't need. I called to understand being charged for items I didn’t need and that I thought it was under warranty for the first year.
They said the strap wasn't under warranty but I don't know how I was supposed to know this. So even though they say their product is covered under warranty for the first year, the main component that breaks isn't. They said the heart rate sensor transmitted failed so they replaced that at no cost. They said the strap was oxidized and damaged but not covered.
I told the customer service representative I would buy the new strap and I asked if I would be charged for shipping and the woman said no. I repeated to make sure it was clear I wouldn’t be charged for shipping and she said no. I then checked my credit card and found out I was charged $7.50 for shipping. When I called they wouldn’t stand by their statement of not being charged and would not refund me the shipping and handling and just apologized for the misunderstanding. They asked if I wanted someone to contact me after listening to the recorded conversation. I said yes. No one contacted me.
I received an email survey for customer satisfaction. I stated my story again and received a reply that I would be refunded the shipping and handling, which I appreciated.
The worst part is: shortly after receiving the product back I started receiving the error message again. Even after cleaning it after each use. So in the end I paid $20 for something that still doesn’t work.
So not only did I receive poor customer service but the product is practically worthless because it doesn’t perform its main function.