My experience with Customer Service and Fitbit Warranty Polices

[Jorgepino]

having so many issues with this watch it is only 15 months old.. 14 when I started having problems when I called with my Charge 5 Frozen with the fitbit logo, I  was first offered 30% and when  I called again I was offered 50%. other people with the same problem and expired warranty are getting replacement, for what I was told by customer service is a case by case basis, the rep did not give me an answer when I ask about "why them and not me question", I am guessing my "CASE" did not fit Fitbit business' practices. 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Jorgepino. Thanks for stopping by in the Community Forums. I'm sorry to hear that you've been having so many issues with your Charge 5. We‘re taking your comments and sentiments in regards to our products and services into consideration. 

Even though I truly appreciate that you've taken the time to come here and share your experience, please note for this kind of inquiries/cases/process, there's no so much we here in the forums can do for you as this is something that our Support Team handles based on our policies. Nevertheless, please feel free to reach out to them again if you need further assistance or clarification regarding the outcome of your case. 

For more information about our warranty, see fitbit.com/legal/returns-and-warranty or please feel free to contact our team back so they can clarify any doubt. 

Thanks for your understanding. 

[Jorgepino]

@MarreFitbit I have contacted the "support" team without much help. first time I called I was offered a 30%, when I called again, I was offered 50%, without help with any trouble shooting, which makes me wonder how much of a KNOWN issues is the current Frozen Logo, when I ask for clarification on why some people with expired warranty still get a replacement but other don't, when I ask what makes my situation different. I was told it is a case-by-case basis.  when asked again why is my "CASE" different i got a non-answer. I am sure you can access my chats history with your support team. and take a look it.

@MarreFitbit I noticed you change the subject of my post, is it hide something from FITBIT business practices?

[Kmcadkins]

I just have to wonder if any of these "fixes" are tested before they are rolled out.  I have had problems with syncing, I can't get the calories to be tracked on today, calories keep going to tomorrow, the sleep tracking is jacked... I have restarted on the fitbit, restarting on the charger, reinstalled the app...  It's pretty sad.

[Jorgepino]

if you complain now and your watch is less than a year old you could get them to send you a replacement or if it is older they will try to give you a 50% discount to get another Bitfit, I think I am done with the fitbit. their customer service is not very knowledgeable on their own products. the solution seems to be get a new watch  without doing much troubleshooting.