Feedback for Fitbit products

[CherryBakewell]

Just a friendly warning to fellow Fitbit owners whose devices develop a problem....

Last year my Fitbit Charge 3 developed what I believe is a fairly common problem - the screen display over time just became a mass of vertical white lines. Somewhat disappointing but it was still well within it warranty period with John Lewis, which for those not UK-based, is a retailer known for its great customer service and for replacing faulty goods without a quibble. 

Unfortunately for me I tried Fitbit support first to see if the problem could be fixed. It couldn’t, so I happily accepted a replacement. Seven months later this Fitbit’s screen display has also gone all fuzzy and is now just totally black. Having spoken to Fitbit’s online chat this also can’t be fixed but I can get a discount on a new model.

Clearly if I’d gone back to John Lewis in the first place I could’ve received a full refund or a brand new device not just a most probably refurbished/returned device face minus strap from Fitbit. 

It would also be hugely helpful for Fitbit to be slightly more transparent as to how long devices are meant to last as in my experience I’ve had apples that have lasted longer!!! If people know that devices will last less than a year/year and a half then they can properly assess whether that is sufficiently good value. 

Moderator edit: subject for clarity

[WilsonFitbit]

Hello @CherryBakewell, welcome to the community forums! 

Thank you very much for taking the time to provide your feedback! I'm very sorry for this and please note that our team is always working to enhance your experience and your feedback is a big part of that process.

I was able to see that you have a case with our Support Team. Currently, our limited warranty provides repair or replacement of products that have a defect while still in the warranty period. For devices that are our of warranty, a discount is provided. If you would like to double check our warranty policy, please click here. 

On a side note, I'd like to let you know that our team ensures that our Fitbit devices go through rigorous testing to ensure that they meet the high-quality standards expected. However, due to some factors that are beyond human control, materials that these devices are made of, also reaches its limitation. Same with other devices, it may encounter a manufacturing issue that we can only determine once the user has experienced it. 

See you around. 

[CherryBakewell]

Hi Wilson, thanks for your response.

I’m just slightly puzzled as to why it says you’ve edited the post’s subject “for clarity”, when what you’ve actually done is completely change the meaning. The original subject was:

“Faulty Fitbits - a warning!!”

Perhaps you’d like to explain why you’ve done that as I think my previous title was more helpful to the community and you’ve sort of proved my point about Fitbit’s lack of transparency. 

Many thanks

[WilsonFitbit]

@CherryBakewell, thank you for your reply! 

I wanted to let you know that I've edited the subject as it was off-topic and not contributing to the conversation. We ask that posts stay relevant, be productive, and follow our Community Guidelines. Thank you for your cooperation in keeping this a welcoming and constructive place for all members.

See you around.