Feedback about Customer Service and Charge 4

[albar67]

Hello,

This is going to be a long post as I am a Loyal customer of Fitbit since 2015 with all the Charge family,

I have purchased the Charge 4 after the lunch date and since then I keep on having issues, For now, and looking at the history I had like 6 cases, while one problem was actually solved and the rest remains the same.

Back in September, I started having Synchronisation issues so I raised the issue and after a couple of months, I had an answer on this. The support confirmed the issue and wanted to send me a replacement (that was the 3rd replacement after several issues). They refused to send me a minted box, the least I can expect is that I am a client that bought the original tracker so I don't want to get a replacement in a bag, they refused to allow me to leverage the 50% promo code in order to buy a charge 5 (I was willing to pay extra just to end this nightmare). So I accepted the replacement. 

I received the replacement, in a bag of course, it has a bit of a bump on the side as if it was previously damaged. Surprisingly enough...this replacement doesn't track anything at all! no steps, no heartrate, not even exercises. I have lost the previous tracker and now I keep wearing a Fitbit tracker just to look at the time 🙂

The first time I tried contacting them nothing happened and I stayed on the line (international call) for like 20 minutes. The second time, also on an international call, I stayed on the line for 35 minutes: couldn't agree with the agent on the solution provided which is the pass again, for the 4th time, by the post office to return my tracker, wait for a replacement and we will see if that is solved.... a replacement means another refurbished one maybe just like the one I got. I have asked to have a supervisor and stayed on the line for 20 minutes and I hung up the phone (it was a Sunday and it is unacceptable honestly).

This is really unacceptable, I paid the full amount for a tracker that is not properly working for more than 6 months and agents do not want to really suggest a solution. 

Wishing to reach a Fitbit Moderator. Please advise.

Moderator Edit: Clarified subject

[albar67]

Just an update on my situation.

I finally was able to get a reply and a new case was created. What is not shocking is that they acknowledge the issue yet again and they are sending me yet another replacement 🙂 honestly, this is the last straw if this replacement as well (although I didn't want to have another replacement because apparently, it is not fixing any issue but adding more) if the issues are not fixed I am going to consider that I have wasted my 160€ (initial price of the charge 4) and I'll move to some other brand and never buying from Fitbit again. I just lost hope and even trust that they want -are able- to fix it. 

Albar.

[doncalixto]

Same here, I used the fitbit charge 4 for less than a year, and now it is done. They offered me a discount in any product that is not on sale. Like I would trust again. I am done with fitbit.

[doncalixto]

less than 1.5  years to correct myself.

[DevilGirl13]

Yep this is a common thing going on right now - all Charge4 seem to have suddenly stopped working & they are offering us 35% off a new one - NOT GOING TO HAPPEN! 
Fitbit is a complete joke & waste of time & money!