Charge 3 - Feedback

[ppd417]

In Jan 2019, I purchased a Charge 3 for my wife to replace a defective Charge 2 that was about 13 months old, the display was corrupt.  Today, her Charge 3, which is just 15 months old has the same corrupt display as her old Charge 2, vertical white lines.  I tried resetting, rebooting, doing a hard reset and changing the clock face, nothing worked.

I contacted customer support and explained the problem, but because the device was out of warranty they would not replace it, but offered me a 25% discount on another device.  I’m getting tired of spending money with a company that makes shoddy devices that last barely a year, I think it’s time to look for a different fitness watch and company that supports its long time customers.

Moderator edit: updated subject for clarity

[MarreFitbit]

Hello there @ppd417, welcome to the Community Forums. We apologize for the late response, due to recent events affecting our operations, we're taking longer to respond.

I am sorry to hear that you are going through this situation with your wife's Charge 3. I appreciate your feedback for the Fitbit devices and our Customer Service.

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.   

Let me know if you have any questions present. 

[ppd417]

Hello Marre,

Thank you for the response.  Unfortunately, the 25% off a new device is not acceptable.  This is the SECOND FitBit my wife had that exhibited the exact same screen issue.  With the first one, the problem occurred two months past the warranty expiration, same with this one.  Obviously FitBit has a quality control issue that they need to address.  Until such time as FitBit can make a quality product that lasts, you have lost me and my wife as customers.