Charge 3 pixels on the screen

[MELLOWCRUSH]

So I have a replacement Fitbit that was sent out to me the end of September last year. I was not told that it was refurbished and that it was previously returned for having issues by another customer. The screen started pixelating Monday and has streaks going down vertically. Hasn't been submerged, showered with, dropped or bumped anything. I contacted customer service by phone and they were of no help. I contacted the chat service and they tried to tell me that this was my third "retired"  Charge 3 HR which was crazy. I had to go back and pull up my emails to prove otherwise. Thank goodness I still had them to prove that this was untrue. It actually ended up that they sent me a previously "retired"/defective watch and tried to pass it off as mine and say they can't do anything about it. This is the worst customer service and product quality that I've ever had to deal with from a company. It seems like this screen pixelating is a common hardware defect in Charge 3 that they refuse to own up to. So I'm stuck with a screen that can go out at anytime.   

Moderator edit: updated subject for clarity

[MarreFitbit · Accepted solution]

Hi there @MELLOWCRUSH, thanks for stopping by. I am sorry to hear that you are going through this situation. I appreciate your feedback for the Fitbit Charge 3.

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.