February 20, 2014
To the Fitbit Force Community,
I co-founded Fitbit in 2007 to help people lead healthier, more active lives. We have been thrilled by your response to our products, and are committed to customer satisfaction. Late last year, we began selling Fitbit Force, our most advanced activity tracker. Recently, some Force users have reported skin irritation. While only 1.7% of Force users have reported any type of skin irritation, we care about every one of our customers. On behalf of the entire Fitbit team, I want to apologize to anyone affected.
From the beginning, we have taken this matter very seriously. We hired independent labs and medical experts to conduct a thorough investigation. Here’s what we know:
- Independent test results have not found any issues with the battery or electrical systems.
- Test results show that users are likely experiencing allergic contact dermatitis.
- All Force materials are commonly used in consumer products. However, some users may be reacting to the nickel present in the surgical grade stainless steel used in the device. Other users are likely experiencing an allergic reaction to the materials used in the strap or the adhesives used to assemble the product.
We have now learned enough to take further action. We have stopped selling Force and have decided to conduct a voluntary recall. We are offering a refund directly to consumers for full retail price. For additional information related to the recall, we have set up a dedicated page on our website and a call center at 888-656-6381.
To our Force community, rest assured we’re working on our next-generation tracker and will announce news about it soon.
Thank you for your continued loyalty and support.
CEO & Co-Founder
January 14, 2014
Dear Fitbit Customer:
I am the CEO of Fitbit, and I’d like to apologize on behalf of the entire company for the skin irritation that some of our customers have experienced. While this has affected only a very limited number of customers, Fitbit’s mission is to create products that make our customers healthier, so we’re taking every case seriously and are dedicated to making it right.
We at Fitbit are continuing to work hard to identify the cause. Multiple tests conducted by an independent lab have eliminated the possibility of a problem with the mechanical or electrical functioning of the device. We have also consulted with medical professionals whose assessments are that these irritations are most likely common allergic reactions to nickel, a component of the surgical-grade steel used in the Fitbit Force. If you would like to find out more information about nickel allergies, you can visit a public health site such as Mayo Clinic.
While this issue seems to be impacting a very limited number of our customers, I know that is of little comfort if you’re one of them.
While we continue to look for the cause of the problem and research ways to modify the device so that everyone can wear it comfortably, we’ve created this website to help you find answers to frequently asked questions as well as information for those who would like to request a replacement or refund of their Fitbit Force.
If you have any further questions, please don’t hesitate to contact us at firstname.lastname@example.org or call 877-941-2411, both of which have been set up specifically to address your questions on this issue.
Thank you for being a Fitbit customer and for your patience and understanding.
CEO & Co-Founder