Charge 3 heart rate not working properly

[Shazza74]

Hello

I bought a new Fitbit charge 3 and the heart rate monitor didn't work properly so did not record my sleep. I have had it replaced twice but same issues. I'm now told that it's a Fitbit problem and they are working on a fix but it's been ages and no indication as to when it will be fixed and no offer of a 50% reduction on a different Fitbit like they offered before with the replacement offer which I took twice. I'm now very frustrated and it's a lot of money to spend on a Fitbit that don't work properly

Please advise what is happening

Thanks 

Sharon 

Moderator edit: updated subject for clarity

[MarreFitbit]

Hi there @Shazza74, welcome to the Community Forums. 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. 

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.

However, as mentioned in your support cases, replace the device will result to the same issue as this is an ongoing issue. Our team are currently working on this to resolved this matter as soon as possible.

If you have any questions regarding the situation, please reply back to the last email you received from our Support Team. 

[Shazza74]

Hello

I have changed back to my Fitbit charge 2 and this one has NO ISSUES with the heart rate monitor so I do not understand why you telling me that if I replace the Fitbit charge 3 to a Fitbit Versa 2 that this will have the same heart rate monitor issues. Surely if it a problem across all Fitbits then the heart rate monitor would not be working on the charge 2 

Please advise

Thanks 

Sharon