Fitbit wearable device causes ‘burn’, ‘deep tissue pain’ claim users

A WOMAN says a Fitbit burnt her wrist and can’t get a refund because she won’t destroy the device. Her story’s shared by many.

Connie Tzouvelekas says her Fitbit Charge HR burnt her wrist. Picture: Simon Bullard

A WOMAN who says a Fitbit burnt her wrist has been unable to get a refund because she refuses to destroy the device.

Another woman has asked the company to explain “deep tissue pain” she believes was caused by her Fitbit.

Meanwhile, every week, scores of users are reporting failures and labelling the devices “Unfitbit” and “Shitbit”.

But it is claims the trackers cause injury that are of greatest concern.

Connie Tzouvelekas, of Sydney’s Brighton-Le-Sands, said she felt sharp pains on whichever wrist she wore her Fitbit Charge HR. Then she got a burn mark.

Do you have a legal question you want answered for FREE? Click on this link and post it in the Expert Q & A section and our gurus will reply from 1-2pm

She told Fitbit what happened and asked for a refund. It said, in writing, it would “require a proof of destruction” first. She refused and instead contacted leading consumer group Choice.

“It’s not the money,” Ms Tzouvelekas said. “It’s such a new technology — and I don’t want to sound hysterical — be we don’t know what kind of health effects there are here.”

Emma Schouten, of Adelaide, also told Fitbit her Charge HR had caused “unbearable” pain.

“I believe my product to be faulty and dangerous,” Ms Schouten told Fitbit on Facebook. She wants a recall.

Fitbit did not answer News Corp Australia's questions about its devices allegedly causing burns or pain. It denied a customer would be told to destroy a device, despite other users also making the claim on the internet.

It has, however, admitted “a very limited number of users reporting skin irritation” which has led it to develop “stringent standards” — for new products.

Fitbits account for nearly half of the country’s “wearable technology” market, according to a new report by Telsyte. That suggests about 2500 Fitbits a day are being sold here. They are favoured by US President Barack Obama, actors Ryan Reynolds and Christina Applegate, singer Britney Spears, sports stars such as Shaquille O’Neal and Australian model Elyse Knowles.

It is not only their safety that is in question, but their durability. In the past week alone, 61 Australian users have complained to Fitbit via its Facebook page. That’s out of total of 82 comments — negative or positive — some of which are from overseas.

They report software issues, band breakages and dodgy data, as well as a failure by Fitbit to respond to their problems. That being said, no state consumer affairs authority has received significant volumes of complaints.

One who has complained is Sydney woman Lisa Chikarovski. She calls them “Unfitbits”.

“While it may only be a fitness device people still have the right to expect their product is fit for purpose, and operates consistent without faults,” she said.

Her mother Kerry Chikarovski — the former leader of the New South Wales Liberal Party — has had problems with her Fitbit too.

“My brother-in-law has as well,” Kerry Chikarovski said. “And my nephew is on to his third.”

So too is Hobart’s Liz Smith. She calls the device a “Shitbit.”

The band of the first one fell apart. The second’s battery didn’t last.

Choice spokesman Tom Godfrey said: “Obviously a product that markets itself for use during fitness needs to be durable and fit for purpose.

“If you have a problem with your Fitbit, exercise your consumer rights and seek a remedy.”

Australia has mandatory consumer safety reporting laws that are triggered when products cause injury. It is unclear whether Fitbit should have reported the burn and pain claims. Neither it nor the Australian Competition and Consumer Commission would say.

After publication deadline passed, Fitbit also said:

"Fitbit is aware of Ms. Tzouvelekas’ concern – we have taken and will continue to take any further steps required to address these concerns (noting that a full refund has also been offered).

"We also confirm that Fitbit is mindful of reporting obligations in Australia in respect of any instances of serious injury or illness and is committed to taking all necessary steps to ensure those obligations are met in applicable cases.

"In relation to destroying devices, while we typically require that a device be returned to Fitbit in the US before we issue a refund, for many customers we suggest destroying the device instead of returning it so as to avoid overseas shipping.”

Prior to publication deadline, Fitbit had said:

"Customers are not required to destroy their faulty devices or return them to Fitbit." 

Like this reporter’s work on Facebook

Follow John Rolfe on Twitter