Charge 3 - Experience

[scott.a.kumbale]

I have had the unfortunate experience of having 3 FitBit watches that have had quality issues outside of warranty time period. My latest watch was the FitBit Charge 3. It is 14 months since I purchased this watch. It has a black display like so many other reportings in this forum. Tried all of the solutions in forum (change watch face, perform short and long reboots) and nothing resolves the issue. I contacted customer service and their solution is that they will offer 25% to new Fitbit watch and blamed the issue on everything EXCEPT the Fitbit watch. . This is my 3rd Fitbit which has gone bad in less than 2 years There are definitely quality issues with Fitbit watches and Customer Service just tries to get the User to buy the latest watch with a meager discount. This is now my 3rd experience like this. I am going to a new watch (likely Apple) just because of my poor experience with Fitbit Quality and Customer Service response.

Have other people had a similar experience?

Moderator edit: updated subject for clarity

[Travlr]

Yes. My Charge HR developed bubbles in the casing and basically fell apart less than a year in. Replacement under warranty developed the same problem after less than a year. They offered a discount on different model. Got a Charge 3 and it was replaced after less than a year as it did not accurately keep time. I did get black screen on the replacement, luckily changing the clock face fixed it. This is my last Fitbit.

[MarreFitbit · Accepted solution]

Hi there @scott.a.kumbale and @Travlr, thanks for stopping by. I am sorry to hear that you are going through this situation. I appreciate your feedback for the Fitbit trackers.

Please note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. Then, if the tracker is deemed defective we review eligibility using the one year warranty option.

Additionally, 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.

As you've mentioned, you've already spoken to our Customer Support Team  who gave the 25% discount option as per our Warranty Policy. This is the best option to help you get back on track with the Fitbit family I'm sure our team will be more than glad to help you further with this. 

While customer satisfaction remains our number one goal, the demands of running a global business require that we enforce our warranty consistently.   

Hey @Travlr, I'm glad to hear that changing the clock face has solved the issue with your Charge 3's blank screen. 

Let me know if you have any questions present.