Feedback about Charge 3 and Customer Support

[Anner16]

I have been on before with my problems with my Fitbit 3 and my father's.  I bought my father one for Christmas last year (2019)  bought myself one last spring.  My father had trouble with his but I thought he just didn't know how to work it.  I then bought myself one to replace my Fitbit 2 that died.  To make the story short (er) mine had trouble syncing, I had trouble with the swiping, starting/stopping exercise.  And then the display got dim and finally stopped showing at all.  My attempts to get help with this got me a lot of how to reset your fitbit responses.  I tried every one of them. 

Meanwhile, my father's band broke, and then his charger.  So, I gave him my band and charger since mine was useless.  I also found someone who had a Fitbit 2 they didn't want.  I bought it off of them.  Very happy with it.  Very unhappy with Fitbit support.  I started contacting them the beginning of November about both issues.  After several non helpful emails, - mixing up which one needed the band, telling me how to reset,  asking several times for emails, addresses, receipts etc.  I sent all the information to them. 

Finally, a couple of weeks ago they said they were sending a replacement for mine, no band or charger just the fitbit part.  I asked about my father's band and they eventually replied that they needed a picture of the band with the support ticket #.  I did send pictures of the band before, with the receipt.  But no support #.  So, with all the chaos around the holidays, I didn't get it pictured until a few days ago.  About 3 days past the year warranty.  Apparently, if they stall you long enough you don't get what you need. 

They said I was past warranty and all they could do was give me a discount on a new purchase.  I let them know that I would NOT be buying a new fitbit and I first brought the matter up 2 months ago.  They said they hoped I would be a customer again.   So, no replacement band ( I told them about the charger but I don't have it so I didn't push it)  I now have a 3 without a band or charger.  My Dad does have a complete one but I have little faith in it lasting. 

If this isn't a common problem why are the 2 posts pinned at the top about display problems and watchband breaking????  I do know I can get a cheap band but I will not deal with a company with this type of customer service.  It is hard to reach them.  

Moderator Edit: Clarified subject

Moderator Edit: Formatting

[RicardoFitbit]

Hi @Anner16, welcome to the Community Forums.

Thanks for taking the time to share your thoughts and personal experience with your Fitbit device, I understand your situation and how frustrating this matter can be for you. I'd like to let you know that we are always striving to improve the Fitbit experience with our products and services, therefore, the feedback that's shared here in the Community Forums is always appreciated and really helpful for us to evaluate our procedures and make sure that we are delivering what our users want and need.

Since you already received assistance from our Customer Support team, I’d suggest you contact them back if you require further assistance or if you have any additional questions about the outcome of your case. Also, for a better understanding of the information they provided to you, please check our warranty policies here. 

Let me know if you have any additional questions, I'll be around.