[spjwebster]

I've had very much the opposite experience with Fitbit, twice.

1. I had an old FitBit Ultra that stopped syncing to the base station. They sent me a replacement base station but that didn't work, but I forgot to follow it up. Fast forward a year and I find my (now out of warranty) Fitbit in the back of my Man Drawer. I dropped them an email on the off chance that they'd take a look at it for me and instead they sent me a free Fitbit One.

2. My wife dropped her Fitbit One on the school run and didn't notice until later in the day. On the way back to pick up our daughter she found her Fitbit by the side of the road with half of the electronics hanging out due to having been under more than a few car tyres. I suggested contacting Fitbit to see if it could be repaired or if they offered refurbished units, and again they sent her a brand new Fitbit One completely free of charge.

I'm sure the level of customer support varies geographically, but since the above I've had nothing but good things to say about Fitbit UK's customer support.