My experience with Customer Service and Charge 6

[sschepis]

This is long, so please bear with me. For the last couple of weeks, I've been having issues charging my Charge 6. For some reason, the contacts aren't connecting (the magnet is) properly anymore. I ordered a new charge cord. That didn't help. Ordered off-market ones, those didn't help. Called c.s. last night, the rep told me to press the button on the cord three times. When I did, my battery dropped to 6% within minutes (from 65%). Then it completely died. The rep had no more troubleshooting steps to offer. He said he'd email me a coupon for 35% off a new one. It never came. I called back an hour later. Spoke to a supervisor after another lengthy chat with a rep, followed by a long wait. Apparently, they're having "issues" with the discount coupons and have no idea when it will be fixed. Right! After a lot of back and forth, she finally offered to replace my device. But only if I send it back first. Then they'd send out the replacement. She would not budge on just sending me a new one when I said I'd immediately send my old one back upon receipt. Then when I read the fine print, I noticed that the said "replacement" could very well be a refurbished product. Sorry, not going to do that. I then asked her to at least give me a discount on a new device so I wouldn't have to wait forever for this "exchange" and the possibility of getting a refurbished device instead of a new one. She stated their "discount coupon email" isn't working and has no idea when it will be fixed. Apparently, Google has no IT software engineers or coders to fix this issue. Seriously? In the meantime, I found my old Fitbit Charge 5, which I rebooted to use in the interim. I've been a Fitbit user for over 9 years as well as a Premium member. This is unacceptable. Not going down without a fight. But it's good to know they don't really care about their customers. 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @sschepis. It's nice to see you around the Fitbit Community Forums. Thanks for bringing this to my attention. We‘re taking your comments and sentiments in regards to our products and services into consideration.

If you receive a refurbished product as a replacement, please know that it has been verified by our team. Mostly these are  products that are returned because the users don't like the color, choose the wrong model or size. Click here to read more about it. 

Note that our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy  is set into providing as much coverage as we can. For more information about our warranty, see fitbit.com/legal/returns-and-warranty.

Even though I truly appreciate you took the time to come here and express your feelings towards your experience with your Charge 6 and also want to find a resolution to your situation, my best advice is to keep the conversation with our Support Team. Note for this kind of inquiries/cases/process, there's not so much we here in the forums can do for you as this is something that our team handles based on our policies.

Thanks in advance! 

[sschepis]

Thank you for your perspective. My purpose for posting here was to let others know what issues my device experienced before it "died" with no warning. I'm also wondering if anyone has experienced the same thing.
As per the customer support team, I have called them on four separate occasions now, regarding this matter. I've told them repeatedly I prefer to have a discount instead of a refurbished device. To date, they still have not emailed me the discount code. They are citing that they're having issues generating it. This has been going on for days now. So I don't know who can help me or rectify this situation, but there has to be someone. The "customer support team" sure hasn't been able to. If they don't want to send me the discount code and are just 'making excuses', I'd rather them be up front and tell me instead of just stringing me along.  
I hope you understand my perspective!