Fitbit Charge 2 Replacement

[luvgolfing]

Wow, I am so annoyed.....

I purchased my Charge 2 in November 2016, developed the cracked screen within 6 months but decided to live with it. Now the display has frozen. Call technical support, they can't fix the problem, I am told it can't be fixed. I mention the cracked screen, am told that it's out of warranty, best they can do is send me a link for a 25% discount.

HERE'S THE SCAM....

I open the link, and see that the "discounted" price in the promo store for a Charge 2 is $149.96.

I then open up the regular fitbit store in a different browser, and see that the price is $149.95!!

IT COSTS MORE FOR A 25% DISCOUNTED CHARGE 2 THAN A REGULAR PRICE CHARGE 2!!!

BTW, I did try using the embedded discount code on the regular page, but it wasn't accepted.

What a way to treat a current customer 😞

Moderator edit: Updated subject for clarity.

[joliz]

there customer service stinks!! I replaced my charge 2 less than a year ago, because of the cracked screen. so this spring it started cracking again. I tried to replace it since was less than a year, they said they can only replace it 1 time on warranty. They sent me that same 25% off deal. it wouldn't work for me either. then I notified them, and wanted to move up to a water proof model. they said "sorry" the 25% is only for same model or 1 of lesser value. They really don't care about long time users. I now have a Garmin vivoactive 3, it is waterproof, and I wish I had switched 2 years ago. Guess we live and learn which companies care, and with ones just want more money. 

[NoLifeBen]

Hey there, @joliz.

Welcome to the Fitbit community! 

I'm sorry to hear that your experience with customer service wasn't great. However, your tracker's warranty only covers one replacement; not two.

Unfortunately, you also cannot upgrade from your Charge 2 to a Versa or other waterproof tracker, as they are not the same tracker. Fitbit's Charge 2 has never had a waterproof version of itself, so I don't understand why you tried to upgrade to a waterproof Charge 2, when that doesn't exist. Thus, it seems like it was not the Customer Support Team's fault for your error.

If you need anything else, let me know, and I'll try to get back to you as soon as I can.

- Ben

[NoLifeBen]

Hey there, @luvgolfing.

Welcome to the Fitbit community! 

I'm sorry to hear your experience with customer service wasn't great. However, Fitbit's warranty only covers one year within purchase, provided you purchased your tracker directly from the Fitbit site. Fitbit's money-back guarantee only applies within 45 days of your purchase. Once again, to be covered, you need to had purchased the tracker directly from their site. All of this is stated on the purchase page for the Charge 2, so it leads me to believe that it was not customer service's fault they aren't allowed to refund you or provide you with a free replacement tracker.

Assuming you're telling the truth that when you put in the 25% discount for the tracker and didn't do your maths incorrectly, Fitbit offered $149.96, while the regular price is $149.95, it doesn't seem to be a scam considering the difference is within one cent. Furthermore, assuming you'd still have to pay shipping fees, both would come to around the same pricing.

However, I do understand that a 25% discount is not the same as a 0% discount, so I am sorry that Fitbit did not abide by their word in providing the discount. Unfortunately, this is not an issue forum members can solve, and thus I would recommend trying once more to contact Fitbit's support team.

If you need anything else, let me know, and I'll try to get back to you as soon as I can.

- Ben

[luvgolfing]

Fitbit offered me a 25% discount, but in fact it was NO discount....that's a scam!!

If the regular price is now $149.95 on the Fitbit website, then a 25% discount would make the price $112.46. Fitbit is engaging in a deceptive business practice, plain and simple!

And, it is appropriate to mention this on this forum. People will use these forums to make purchasing decisions, so mentioning the deceptive business practice is appropriate. Also, mentioning the design flaw of the Charge 2 is also appropriate. It was the inward pressure caused by the charging device that causes a disproportionate number of Charge 2 devices to develop a crack in the glass. 

When the Charge 2 works, it does its job well. However, I purchased a $200 fitness tracker that lasted only 18 months. During that time it developed 2 separate issues, The response of the company was to lie to me and not provide any assistance.

It costs a lot less money to retain current customers than to recruit new customers,  but unfortunately Fitbit doesn't seem to get it.

[NoLifeBen]

Hey there, @luvgolfing.

Welcome to the Fitbit community! 

I'm sorry to hear your experience with Fitbit's customer service wasn't great, and I apologise for the way I reacted earlier, as that is not how I should have responded.

This sounds like an issue that our Support Team would be able to handle. I'm glad you're sharing your experiences, so that Fitbit can take notice and use this knowledge to improve their trackers. Unfortunately, if you're uncomfortable with contacting our Support Team, this issue may not be able to be resolved, as there doesn't seem to be a way that forum members could help solve the issue.

If you need anything else, let me know and I'll try to get back to you as soon as I can.

- Ben

[ashwolve]

@NoLifeBen Hi - I think you have got the wrong information in some of your posts so to give you a little more information the 45 day money back is if you change your mind (this is called rejecting the goods) - when you purchase goods it also comes under the consumer rights act 2015 which allows for the provision for a replacement or a repair of a product if it is believed the quality is at fault ie strap bubbling/screen cracking for no reason, buckle breaking, etc. it should also last for a reasonable amount of time - a warrantee lasts normally for a year but different companies have extension programmes of between a year and 3 years on top of the initial purchase warrantee - all in all the right approach in the correct manner can produce more favourable results. - this is not all the definitive information as there are various sites and laws depending on type of purchase

please don't take this as a criticism on your post as it is informative but be sure to look into the whole information stream and not just what's posted on site as this can be the basic requirement and may not give in depth information and can cause a misunderstanding

hope you continue to give insights as the more experiences people share the better

you may also want to exchange 'our' with 'the' as I see no Fitbit emblem by your name so assume you are not paid by Fitbit and do not work for the company - just to save extra confusion

again this is not meant to be confrontational just adding a little more information albeit a percentage of what is out there

all the best

Regards

Wayne

[Odyssey13]

Hi @ashwolve 

Greetings @NoLifeBen

Looks like a good time to put in the link to How to Identify a Fitbit Moderator or Employee - click

Here's a link for the Fitbit Community Council - click - and you'll see many of us posting around the forums

[ashwolve]

@Odyssey13 Hi

Thank you for the post links I couldn't find them wasn't being nasty was just trying to point out the wording seemed as if it was owned (I know cos I am guilty of it myself) and didn't mean to make anyone feel uncomfortable so I will apologise @NoLifeBen if my response seemed harsh it wasn't meant to be and think @Odyssey13 has explained the second part better that I did ( I should take my own advice and look deeper beforehand).

hope there's no hard feelings to anyone as we are all trying to help and be friendly.

Kind Regards

Wayne

[Odyssey13]

@ashwolve   I agree. Fitbit has the best members and moderators!

Find yourself looking at strange people's wrists and showing them yours? That is part of spreading the Fitbit love!

[Rich_Laue]

@NoLifeBen the warranty, link found below, is for most, one year and doesn't matter how many replacements within the year .As for the replacement has a 30 day warranty, so if they replace your tracker on the last week of your year warranty you still have 30 days .

This is standard warranty jargon. 

@luvgolfing if you notice the the 25% code is not 25% then I would get back to support and explain this to them .

Many have complained that with the 24% discount they can still beet it through third party stores, then i say go for it, sorry but by law Fitbit can not control what an independent store sells it for. In your case it is Fitbit.com compared to Fitbit.com and I feel you are justified with your complaint. 

Unfortunately a community of Fitbit users, not Fitbit employees, we are unable to help you with this.

[NoLifeBen]

Hey there, @ashwolve.

Welcome to the Fitbit community! 

No feelings were hurt, don't worry. I totally understand. I just misunderstood some of the warranty and replacement rules that Fitbit has. (they're confusing! ). Anywho, I'm sorry if I had previously seemed as if I was trying to impersonate a Fitbit moderator. That was never my intention, and I clearly just misspoke. However, I definitely am trying to get to that position! Just give me some time. 

If you need anything else, let me know, and I'll try to get back to you as soon as I can.

- Ben

[ashwolve]

@NoLifeBen No worries Ben , Glad to have you in the community and that you have such passion, keep it up and I am sure you will get to where you want to be.

Never give up on your goals and dreams and once you achieve them set some more.

anyway looks like I have taken this thread off subject for a bit  - hope to see you around

Kind Regards

Wayne

Charge 2

[YojanaFitbit · Accepted solution]

Nice to see that you're digging into the Forums @ashwolve, @luvgolfing and @NoLifeBen. Thanks for the clarification @Odyssey13 and @Rich_Laue, that information is really helpful.

Thank you all for the feedback, it's very important to us to have your thoughts in regards our product and your customer support interactions. Fitbit is always trying to provide great products and customer experience. Each scenario is different, but I think that you can use the option available according to your warranty. 

Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on what you share here.

I'll be around if you have questions about it.

[joliz]

Still a disappointed customer

[AlvaroFitbit]

@joliz sorry to hear that. I would like to clarify that the warranty doesn't mention that you can only get one replacement but it does mention the period your device is covered. This period is usually 1 year (2 for purchases made in the UK and the European Economic Area). You can check the warranty here. This is why Support wasn't able to provide a replacement but still they offered a discount. It is up to you if you wish to use this discount.

I'll be around!

[Sbm123]

The back of my charge 2 disappeared.  It probably came off when I took the watch off and I did not notice it until I tried to charge it.  I was offered a discount code as the part is not replaceable.  This is ridiculous and I am not stupid. Enough to make the same mistake twice.  These are expensive purchased and I will be lookong for alternate product .  there are many dree apps to track food and exercizes and I can go back to an old fashioned watch and pedometer for a lot less!  Very disappointed in fitbit.

[Rich_Laue]

It might be nice for Fitbit to have a repair service, like some of the competition. 

However this means that the user will either get their unit back or a remanufactured unit. Since this kind of damage is not covered under normal warranty I'll assume like the competition, repair service will charge close to the price of a new tracker. 

Now on the other hand, with Fitbit the user pays the cost of the repair and gets a brand new unit of their choice.