Charge 4 - Received a Refurbished piece instead of new one

[mafaldabb]

Hello,

This topic is related to - damaged frame of my Charge 4 -  that I am sending you emails since April 1st. 

I received the "new" fitbit on April 1st, but is just the capsule (in attach) . I don't understand why you tell me to choose the colours that I want, when you are just sending me this, and this is a refurbished piece, not a new model of charge 4 that you told me you'll send. 

There must be some mistake on this order, that I would like you to confirm me please. 

Look forward to your reply. 

Regards, 

Mafalda 

Thank you. 

Moderator edit:  removed personal information

  updated subject for clarity

[Odyssey13]

Hi @mafaldabb  these are the community forums where we're users of Fitbit, but not customer support. I've asked a Fitbit Moderator to stop by to address this with you. As for receiving a refurbished pebble, it is what is sent when it's all that is available in the warehouse at the time. With the Charge 4 retired, it's no longer being manufactured, so they are probably low with inventory. click to read the warranty terms

[sslivitzky]

When my charge 4 broke, they sent me a refurbished one with a big scratch on the the screen, they never wanted to replace it. 3 weeks after the refurbished broke and they sent another refurbished one after sending the broken one to fibit. I don’t have a big expectation with this one. If it break again, I will probably look for another brand.

[JuanFitbit]

@Odyssey13 , Nice to see you around. Thank you for the info shared. 

@sslivitzky @mafaldabb . Thank you for your messages and feedback. 

If you received a refurbished product as a replacement, please know that it has been verified by our team. 

Mostly these are  products that are returned because the users don't like the color, chose the wrong model or size 

Should you have any difficulties with it, please don't hesitate to contact Support so that they can have a coser look at this. 

More about this can be found here: Fitbit Limited Warranty

See you around. 

[Leannek18]

they always send a refurbished one because the Charge 4 has been discontinued. I received a replacement yesterday with a battery that won't hold a charge.. in 8 hours i went from 100% to 6%, majority of the time i was sleeping. They are sending another replacement, that will definitely be refurbished. 

[mafaldabb]

Thank you for your help @Odyssey13! 

[mafaldabb]

Thanks for your help!