ComplaintsforZepp

• Initial Complaint

  04/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In November I returned a recently purchased Zepp Amazfit Trex to best buy because of *** issues (it kept saying it was expired and wouldn't hold satellites even after updates). I then ordered a *** 4 from Zepp Amazfit (they were nice enough to give me a discount code for the troubles with the first watch). The *** 4 I ordered ended up giving me some type of chemical burn on my wrist if I wore it for more than a day. The *** was also insanely inaccurate to the point that Strava won't even recognize well known segments during my workouts because the gps track is all over the place. Zepp Amazfit sent a new band to see if that would solve the chemical burn issue, it didn't. The watch is still wildly inaccurate and they haven't responded to any of my requests to get a fix. All I want is a watch that works or to get my money back, but the company has not responded to me since January.

  Business response

  04/25/2023

  *o Whom it may concern , 

              We at Zepp/Amazfit have investigated the matter and to resolve the issue sent the customer an email with a shipping label so we can capture the device and research the Customer's claim  as shown in the transcript below, we are still awaiting for the return of the device before issuing a refund , for the customers's convenience we have resent the same shipping label awaiting the return of the device:

  Kieron *oday 10:17
  
  Hi there *****,
        Following up ,we at Amazfit want all our customers to be completely satisfied with their purchase, We have issued an RMA and provide instructions below.
   
  INS*RUC*IONS:
  In return package, please include:
  - All original contents - tracker unit, wristband, charging station / cord
   
  You will receive a  **** prepaid return shipping label attached to this email.
   
  Once we receive your returned unit and review the contents, we will issue a refund that takes 3-4 business days to hit your account. Please let us know if you have any questions.
   
  Sincerely,
  Kieron | Amazfit Support

  Kieron Feb 03 10:02

  Hi there *****,
        We at Amazfit want all our customers to be completely satisfied with their purchase, We have issued an RMA and provide instructions below.
   
  INS*RUC*IONS:
  In return package, please include:
  - All original contents - tracker unit, wristband, charging station / cord
   
  You will receive a  **** prepaid return shipping label attached to this email.
   
  Once we receive your returned unit and review the contents, we will issue a refund that takes 3-4 business days to hit your account. Please let us know if you have any questions.
   
  Sincerely,
  Kieron | Amazfit Support

  ******** ** *****
   
  
  *his didn't end up being a good solution
  Might be the metal in the watch itself. Will order a t ***. *hanks
  
  
  KieronJan 25 11:37(assign)
  
  Hi there , 
     Yes but you have to take off to let you wrist breathe after working out.
   
  Sincerely,
  Kieron | Amazfit Support
  
  
  
  ******** ** *****
   
  
  Hey,
  Got the band. *hank you. Just a quick question: is it recommended I work out **** leather band ? I exercise 1-2 hours a day; that's what this watch is for. I appreciate sending something that won't give a chemical burn, but just wanted to see if ******* recommends sweaty/wet environments with this leather.
  *hanks
  ****************
  I'm fine sending it back too if you need to analyze it. I'd just go back to the * ***.
  Here'sy address:
  ***** *****
  ***************************************************************
  
  
  ******** ** *****
   
  
  I'm fine sending it back too if you need to analyze it. I'd just go back to the * ***.
  Here'sy address:
  ***** *****
  ***************************************************************
  
  
  KieronJan 18 14:51(assign)
  
  Hi there ***** , 
     *hanks for your detailed feedback , this doesn't usually happened as stated an apologize for the inconvenience and appreciate your service. I will like offer a leather band for your G*R 4 , please provide your current shipping address so we can ship the new band out immediately.
   
   
  Sincerely,
  Kieron | Amazfit Support
  
  
  
  ******** ** *****
   
  
  Following up on this.
  I love your devices and have not had this happen with any of my previous Amazfit wearables either. Here are the answers to your questions:
  1. *he irritation will begin after 24 hours of wear. *he photo you saw was after 48 hours of continuous wear.
  2. I do regularly clean the device after workouts (which is almost every day) with mild soap and warm water; rinsing the device until free of residue.
  3. I have not seen a doctor because the rash/burn will heal with removal of the device and will begin to return again if I wear the watch for more than 24 hours. It's a pretty easy rule out.
  
  
  ******** ** *****
   
  
  I love your devices and have not had this happen with any of my previous Amazfit wearables either. Here are the answers to your questions:
  1. *he irritation will begin after 24 hours of wear. *he photo you saw was after 48 hours of continuous wear.
  2. I do regularly clean the device after workouts (which is almost every day) with mild soap and warm water; rinsing the device until free of residue.
  3. I have not seen a doctor because the rash/burn will heal with removal of the device and will begin to return again if I wear the watch for more than 24 hours. It's a pretty easy rule out.
  
  
  KieronJan 11 14:23(assign)
  
  Hi there  *****, 
      My name is ************************* and I'm the head of the After-sales team for North America here at  Amazfit. 
  We received a report of grievance submitted by you about a skin rash/burn you received from the Amazfit G*R 4 , this doesn't typically happen with  any of our devices. 
  
  I will like to gather some more information about the issue .
  
  - How long were they been  wearing the band before the burn started occurring ?
  
  - Do they regularly clean the device ? and if Yes what do they clean the device with ?
  
  - Did they  see a Doctor about the rash/burn? 
  
  Please answer the questions at your fastest convenience , so we may find the best path of resolution for you.
  
  Sincerely, 
  ************************;
  Head of Amazfit After-sales for North America
  
  
  
  ******** *** **** *****
   
  
  Example of reaction from the G*R. I'll need this swapped out for something.
  
  ********************** ***
  
  ******** *** **** *****
   
  
  G*R 4 Metal Sensitivity ?: Hey there,
  I had your * *** and t *** pro and loved them so decided to get the G*R4, but the metal in the watch band seems to irritate my wrist if I wear it more than 12 hours. *his makes it impossible to use all the tracking features like I did on my previous Amazfit watches. Do you have any reports of Sensitivity to these metals ? Or is there another band you could send so I can wear the watch all the time ? Or should I just get another t *** ?
  *hanks so much for your help
  
  
  Sincerely, 
  Kieron | Amazfit Support

  Customer response

  05/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as they follow through with their word of issuing a refund upon receipt of the defective device. 
  
  Sincerely,
  
  ***** *****

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