Charge 2 Fitbit - 3rd replacement - Cracked screens and no set up!

[Jules33]

Ok so I am so incredibly frustrated and disappointed. Since my original purchase through Amazon my Fitbit screen split, Fitbit support were very helpful and sent a replacement.  The replacement screen then split and so I contacted them again (again the support team were great and sent another Fitbit). This time the buTton to the side of the Fitbit doesn't work so I couldn't event set it up so I contacted them again. This time after going through all the tests and many many emails back and forth they asked me to return the faulty Fitbit and will send another, Given my experience, I asked if the replacements are reburbised and they responded to say that they maybe but only based on a return due to wrong colour, model etc. hmmmmmm. After many emails back and forth this time, it seems They cannot guarantee I will get a new one back - doesn't sound right or reasonable to me, particularly given the horrendous experience I have had, I asked for my money back but they say I would have to go back to Amazon, the least you would expect is a new replacement or even the upgraded Fitbit Charge 3 version as only £10 more than I paid for the Charge 2.  i also need to change the wrist band soon :(.  Poorly designed screens and no quality control it would seem urggghhh. Have a feeling I will go through the same nightmare with the replacement if they send another Charge 2. If I do I will need to seek professional advice I reckon.  Has anyone else had such a bad experience as me? 😳😓   

[SunsetRunner]

The Charge 2 has been out of production for a while now. It is likely they do not have a new one to send you. Given that cracked screens are usually not covered under the warranty, it would appear they have been more than generous. If they are offering a refurb as a replacement, I would take them up on that.

[Jules33]

HI Patruns,

thanks for the response. Actually there appears to have been a manufacturing flaw with the screens judging by other posts and the customer services team were very happy and quick to replace two of them. This last one however is not the screen, it's the button and I can't even set it up. Went through all the processes and troubleshooting but no joy. A lot of inconvenience having to send various messages. After paying £119 you don't expect to have a product to have any faults but having to go back 3 times doesn't give much confidence in the product. Why should I accept yet probably another refurbished product ? I cannot get a refund now and the Fitbit 3 I would hope would be an improvement on the 2 and is actually only £10 more at the moment. I don't mind if they could guarantee to sent a brand new Fitbit 2 or 3 but I am sure if I am given another refurbished Fitbit 2 I will be back with yet another problem no doubt! It begs the question as to whether there is any quality control?! The customer service team have said the warranty process system doesn't allow them to send a 3 even though they would like to. Whate ver I get I just want a product that works without faults!

[SunsetRunner]

@Jules33 I understand what you are saying but if they don't have any more new Charge 2 trackers in stock they can't send you a new one. I would take the chance on a refurb. You have absolutely nothing to lose.

[Stoop]

Sorry I disagree! The cracked screen is covered under warranty as long as you haven’t dropped/caused it or fitted a screen protector. I should know as both my wife and I had ours replaced under warranty for cracked screens. Many many others have as well.

This is a well known fault in the charge2 and Fitbit should be offering an upgrade to everyone who has bought one and suffered from the screen cracking.

Theres a big thread on here about replacing cracked screens. Do a search and you will find it (usually near the top).

[Rich_Laue]

@Stoop  have you read that warranty, this is the legal document that was agreed to during the setup of the tracker.

In it we see the following: 

Product at no charge, using new or refurbished replacement parts or (2) replace the Product with a new or refurbished Product

The warranty link may be found at the bottom of every page. 

I'm not sure of which point of @SunsetRunner. post that you disagree with since you mention screen and he refers to the logistics of handling replacements. 

The Charge 2 has a plastic screen and will only handle so much impact.