Charge 2 not tracking heart rate when on peak level

[Bodhi729]

So, I have read countless of similar posts about the heart rate tracker on the Charge 2 not recording after people reach their peak level of activity and simply displaying “- -” 

I have had multiple discussions with customer service about troubleshooting the issues, and none of their “solutions” worked. Ultimately they ended up offering me a 25% discount off my next purchase because I was out of the one year warranty period. 

First of all, 25% off is just a generic discount that you could probably get anywhere if the device is on sale at a retailer. So that’s a huge slap in the face. 

Second of all, my first one didn’t work, you’re aware that this is a software issue on YOUR end, you won’t replace my device, and you think I’m going to buy a new one? So that when the next one turns a year and one day, and I’m out of the warranty period, any defect is no longer your problem or responsibility? 

Has anyone gotten anything other than 25% off for a similar issue? It’s almost like they don’t really care for your business one way or the other. Heres a bs little 25% off coupon and go buy another one, sorry not sorry *shrug*

horrible.

Moderator edit: updated subject for clarity

[AlvaroFitbit]

@Bodhi729 Welcome to the Fitbit Community! I hope you're doing well! 

Thank you for your feedback regarding the heart rate. I just wanted to know that the device may stop tracking heart rate if there is excess sweat in the area. You could easily remove the sweat with a sport wristband. Regarding Support, they follow the guidelines listed in the warranty so if your device is outside the warranty period they won't be able to replace it, this is why they offer a discount to help customers in this situation.

Let me know how it goes.