Customer Experience Feedback

[JoKeWilkins]

There is a known issue on some Fitbit Charge 3’s that the recurring alarm fails.  Individual alarms set each day appear to work properly, but the recurring (M-F) alarm has had issues (it doesn’t go off when set) on some devices ever since a software update a few months ago.  I specifically bought a Fitbit for the recurring silent alarm.  I work odd hours and wake up at 2:30 a.m. each day; hence the need for a silent alarm.

This happened to my Charger 3 that is still under warranty (purchased April 2019).  On December 21, I called customer service and Fitbit sent an email with a prepaid label to print along with instructions to package everything that came in the original box including the device, the charger and any other accessories.  I complied, mailed it the same day as instructed and was told I would receive the replacement within 2-3 business days.  The next day I received a tracking number that the device would be delivered January 4 (7 business days), a few days later it was updated to January 7, then January 10, then January 14, then January 16.  On Friday, January 10, I called customer service again and since the delivery date was a moving target, was finally able to convince a supervisor to ship (overnight) another device.  I did receive the Charger 3 that was sent overnight on Monday, January 13, however, it was the device ONLY, it had no wrist band OR charger.  When I called customer service again (45 minute call), they informed me I should have only returned the device, not the charger or the band.  Apparently on December 21 the email they sent was auto-generated and it had the wrong information, so it was MY fault because I didn’t follow instructions (again, I did what I was asked and returned everything).  I had this escalated (again) to a supervisor in order to get a charger and wrist band sent overnight and she was adamant that it was MY fault, that I should have only sent the device.  Let’s hope the charger and band are received in a timely manner.  The takeaway is I do not recommend a Charger 3 if you depend on its alarm; Fitbit’s customer service is a joke, and their warranty is terrible.

Moderator edit: updated subject for clarity

[MarreFitbit]

Hello there @JoKeWilkins. I am sorry to hear that you are going through this situation. I appreciate your feedback for the Fitbit Charge 3 and our Customer Service. 

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.

We apologize for the missing accessories when your replacement was delivered. Our team is already taking care of this situation in your support case. Please make sure to keep an eye on it for new updates. 

Let me know if you have any questions present. 

[SunsetRunner]

I have to hop on this post as I have the same situation and circumstances. I purchased mine in June and had the same problem where silent alarms only randomly work. I also rely on them to not wake my spouse up.

A few months after purchase I contacted Fitbit with the problem and was told it was a known issue and they were working on a fix. Numerous months later, still nothing. Not working. I contacted support again today and they are asking me to wait an indeterminate amount of time for a “fix”. I said I have waited long enough, I want a replacement, refund, or credit so I can have a device that’s fully functional.

I’m very disappointed with Fitbit and their lack of understanding or unwillingness to work with me on this. This is my third Fitbit and will probably be my last. I can’t wait forever for a fix.

[JoKeWilkins]

After several phone calls to customer service and weeks later, I finally received a new device. I was originally told it would take 2-3 business days. I sure hope this one doesn't fail.

[laura1156]

I too have had recurring issues with Charge 3 silent alarm. I have had two pebble replacements since my initial purchase in august 2019 and none of them worked consistently.  The last straw was last week when the display suddenly had white line streaks in the back round in addition to my m-f recurring silent alarm having to be reset once a week.  I have had enough, no more Fitbits for me. I have owned flex and HR with no issues and was very loyal to Fitbit until Charge 3 purchase.

I purchased a Garmin last week.  

[SunsetRunner]

Ditto. It’s my last fitbit. Apple Watch is what I’ll get next. Guess fitbit support, development, and warranty honoring really tanked when Google bought them. Shame.

Tired of all the premium junk in the app too, if you want this to be a subscription model then the devices need to be cheaper. 

[JoKeWilkins]

I feel your pain. It took several weeks to get a replacement and I was told to return my device and everything that came with it, including the charger. When I received the (hopefully) new device they didn’t include a charger or band. I had to buy those separate which I thought was a total ripoff since I was still in full warranty.  My replacement device had its first alarm fail this week and I was 45 minutes late to work. I hope it was a fluke because if it happens again I too will switch to a different brand.  I need a reliable silent alarm.