Charge 3 feedback

[SunsetRunner]

I just received a Charge 3 with a defective band. When I contacted Support, they told me to fill out a claim for a broken band!  Whaaaat? This is a brand new device and I expect it to be in perfect condition when I receive it! I almost lost the Fitbit twice as it fell off randomly and would not latch.

After some discussion with Chat Support, I told them I just want a refund on the device so they told me to send it back. 

I did not realize that this would be at my own expense ($16.98). What an unfair policy. 

Sure, they later told me that they would replace the device free of charge (right...), but why should I have to shoulder the cost of returning the defective one? 

Not a happy customer.....

Moderator Edit: Clarified subject

[Odyssey13]

Hi @SunsetRunner  there is a form to fill out for a band still under warranty. Did you want that? Click here to file a claim 

[SunsetRunner]

No, that's not what I want at all.

The brand new Charge 3 ARRIVED with a band that would not stay on.

I didn't know if it was the band or the end of the device that was
defective. It isn't my job to fill out any forms for a band that 'is still
under warranty'. It is Fitbit's responsibility to send me a product that is
in perfect condition.

What I want is my return postage paid on an item that arrived defective
through no fault of my own.

[MarreFitbit · Accepted solution]

Hi there @SunsetRunner, welcome to the Community Forums. We acknowledge the limitation we have on our part particularly on what you have experienced. We‘re taking into consideration your comments and sentiments with regards to our products and services.

I understand that the outcome of your case with our Support Team is not fulfilling your expectations, but keep in mind that every case is completely different from the other's. For more information about the outcome of your cases, please get in touch with our them again and also, you can check our warranty policies here for a better understanding of the information that they provided to you. I've also seen that you contacted our Support Team a few minutes ago and they explained to you what happened.

I appreciate you tried helping out here @Odyssey13!