Defective Charge 3 not replaced by Fitbit

[Chi_gal]

Received the following from FitBit Support - We identified a hardware issue with your device that could affect its ability to work properly. To ensure the best possible Fitbit experience, we’d like to provide you with a replacement free of charge.

When I contacted support, they refused to replace my FitBit.  So disappointed in support.

Anyone else have this experience?

Moderator Edit: Clarified subject

[Odyssey13]

Hi @Chi_gal  how did you receive the replacement offer from Fitbit? Did they send you an email? It seems odd because normally customer support doesn't initiate the contact with the customer. I've asked a moderator to stop by to assist you with this.

[Chi_gal]

I did have a customer support initiated email.  I verified it through Twitter that it was real.  



Sent from myMail for iOS

[AlvaroFitbit]

@Chi_gal Welcome to the Fitbit Community.

Sorry to hear about your defective tracker and that Support wasn't able to replace it. I reached out to them and was informed that there was a confusion when reviewing your tracker's information. While they wanted to replace your device, the warranty has expired so they can't provide a replacement for it.Still if you wish you can reach out to them to see if there is anything they can do for you or to review your case as they are the only one who can replace a device.

@Odyssey13 thank you for your help in this thread.

I'll be around.