Charge 3 has broken 3 times - missing pixel lines

[Bobloa]

Dear Fitbit,

I have just had a conversation with one of your support representatives regarding my broken Charge 3. This time there are missing lines of pixels in my screen. I have been given a replacement offer to get a new Charge 3 or a 50% discount for another device. While I appreciate the offer this no longer seems a reasonable solution for me any longer. This is the third time I have dealt with a broken Charge 3 (in a time span of roughly 18 months) and I lack the confidence that the 4th one will be any different. I can imagine a random product failure once, or perhaps even twice, but three times does not seem like a coincidence to me any longer. Twice I had a white screen (similar to what is posted Solved: Charge 3 screen white - Fitbit Community), and this time there are missing lines of pixels.

Your support representative told me that the offer I have gotten is the only one possible. I sincerely hope that this is not the case since that would mean I would have to spend extra money to get a properly functioning product for which I already paid. That does not seem right.

I really like the Charge product line, and hope that a better solution will be made available.

Kind regards

Bob

Moderator edit: subject for clarity

[WilsonFitbit]

Hello @Bobloa. Welcome to the community forums. 

I'm very sorry for any inconvenience caused and thank you very much for taking the time to provide your feedback. Please note that any feedback posted in the forums is always welcome as it helps to improve our products, services and overall environment.

At this time, I appreciate your patience and understanding but if your original Charge 3 is within the warranty period, we're only able to provide a new replacement Charge 3 or a 50% discount percent. In this case, if you have questions or inquiries about the outcome of your case, my best recommendation is that you please contact them back and they will be able to provide further information. 

Please note that our team is always working to enhance your experience and your feedback is a big part of that process.

See you around. 

[Bobloa]

Dear Wilson,

Thank you for your reply, but I am not sure I fully understand what you are saying.

'my best recommendation is that you please contact them back' : If both you and the support desk tell me the same things regarding the replacement offer and that seems to be the only option, what chance does this have?

'if your original Charge 3 is within the warranty period, we're only able to provide a new replacement Charge 3 or a 50% discount percent' : that seems to suggest things change when the warranty is over. Can you clarify?

Kind regards

Bob

[WilsonFitbit]

@Bobloa Thank you very much for your reply. 

I appreciate your attention and thanks for your questions. In your case, you were offered with 2 options, either a 50% discount or a new replacement device. These options were offered since your Charge 3 is still within the warranty period, but I can't guarantee that a different resolution can be provided for your case. 

Nevertheless; since you still have questions about the outcome that was offered for you, I recommend contacting our Support Team one more time and they will be glad to provide additional and further information about it. 

In regards with your second question, let me explain that replacement devices are provided for products within the warranty period. If in case a Fitbit device is no longer under warranty, a 35% discount could be an available option (this is the only option that could be offered) but some conditions and requirements should be met. For questions about our warranty, you can check the link that was provided above: https://www.fitbit.com/global/us/legal/returns-and-warranty. 

See you around. 

[Bobloa]

Dear Wilson,

as you suggested I contacted the support staff once again.

Unfortunately I got the answer that could be expected. No other solution beside just trying once more with a new Charge 3.

So, my only course of action is to keep on making use of the warranty period by requesting new Charge 3s untill I get one which does perhaps work. And if the warranty period runs out, its pray or pay

This is a very disappointing purchase and even more disappointing customer experience!

Bob

PS: why has the title on my forum post changed? It used to be 'Charge 3 broken 3 times in a row'

[WilsonFitbit]

@Bobloa Thank you very much for your response. 

I understand how you are feeling and I appreciate the feedback provided. As mentioned above, our team is always working to enhance your experience and your feedback is a big part of that process.

In regards with your question about why the subject on your post was edited, please note that we ask that posts stay relevant and related to the issue experienced. This way other users with a similar experience can find a faster response. 

See you around. 

[Bobloa]

Dear Wilson,

My main issue at this point is certainly NOT this particular Charge 3 breaking down. My main issue is the poor customer service and apparent flawed design of the Charge 3. Keeping that in mind I would say that the previous title is more helpful to other people since it doesn't just focus on the particulars of this case but takes a broader perspective. 

Kind regards

Bob

[WilsonFitbit]

@Bobloa Thank you very much for your reply. 

I appreciate your understanding, but posts currently need to stay relevant and related to the inconvenience that your Charge 3 is experiencing, therefore, the subject of this thread was modified to reflect this. This way other users with a similar inquiry or concern can find additional information or provide additional comments. 

See you around.