How to report a faulty Firstbeat Sports device

This article explains how Firstbeat Sports customers report a faulty Firstbeat Sports Sensor or strap to Firstbeat with the faulty device report.

Before you start

• The warranty period is one (1) year from the date of original purchase. If the warranty has expired, contact your account manager.
• The warranty covers defects in materials and workmanship, the product software and the battery. It does not cover ordinary wear and tear, misuse, or products that someone other than Firstbeat has opened or modified. For the full terms, see Firstbeat Sports hardware warranty information.

Steps

1. Look for a solution first. Before you fill in the report, look through the Troubleshooting & FAQs articles and ask the Customer Agent chat on this page about the problem.
2. Fill in the faulty device report. Open the faulty device report and describe the defect in as much detail as you can and give the Sensor serial numbers and your contact details (name, address and telephone number). One form can include several Sensors.
3. Wait for Firstbeat to contact you. Firstbeat contacts you after receiving the report and tells you what to do next.
4. Do not send the device. Do not send any devices to Firstbeat. Firstbeat asks you to send a device if needed.

Result

Firstbeat receives your faulty device report and contacts you with further instructions.

Need more help? Ask the Customer Agent chat on this page or email support@firstbeat.com.