14 JANUARY 2014
DEAR FITBIT CUSTOMER:
I am the CEO of Fitbit, and I’d like to apologise 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