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Fitbit please respond to thousands of customers with screen issues

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‎10-23-2020 06:03

‎10-23-2020 06:03

Dear Fitbit, if you look at the first page of this forum and search the internet, there are thousands of posts of customers with fitbit charge 3 screen issues (including me). Over 90% of complaints are about completely black screen or very dim screen.

 

So far fitbits reaction to this problem is on a per enquiry/post basis instead of taking care of a widespread quality issue that more or less makes the product unusable.

 

The approach that fitbit has decided on is the same for everybody that has the problem:

1. Try to change settings

2. Do a long reset

3. If your warranty is valid, replace the tracker. 

4. Since your warranty has already passed (most users encounter the problem after a year), buy a new fitbit product 

 

This is bad customer service and product development ! 

 

There is a quality issue with the product that is completely on the manufacturers side. Instead of wasting your time and money on thousands of customer interactions that end with customers dissatisfaction and bad PR which lead up to loss of sales , speak with the community!

 

Own up the problem, share with us what you are trying to do to fix it and according timetables. If there's no possible fix in the future, find a way to make your customers happy after taking their money for a problematic product! 

 

The way Fitbit has decided to face this problem is appalling and is a big sign of a downward trend of a once promising company and will cause you to lose customers that will go to companies with higher or equal quality products with far better customer service and better prices. 

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8 REPLIES 8

‎10-23-2020 06:44

‎10-23-2020 06:44

I couldn’t have said it better myself ! Well done 👏🏻👏🏻👏🏻
Fitbit have a habit of putting everything on the customer and passing the buck .There are huge issues with the Charge 3 at the moment and instead of the tech / software department communicating with the forum...they ignore ! Service is not what you’d expect from such a well known brand ! I’m disgusted and bitterly disappointed!!!

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‎10-23-2020 07:14

‎10-23-2020 07:14

I whole heartedly agree, there is no response from Fitbit what so ever, sticking their heads into the sand does not make the problem go away. With so many complaints an acknowledgement would not go a miss.  I am too starting to loose faith but cannot see the reason why we have to dip deep into our pockets to replace it. It all seems to have gone wrong with the last update. Can they not revert back to solve it. I think there will be many many more complaints to come. We need to keep it at.

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‎10-23-2020 08:27

‎10-23-2020 08:27

Omg this is so true. Those words right here are the ones they need to keep
in mind. This company if they don't do what they suppose to do they will be
in bankruptcy very soon. Ever since I commented in this post all I've been
reading is the same, problems with different products and I haven't seen
none of the company itself. Is a shame they don't reply nor help us with
different issues with the products we own.
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‎10-23-2020 08:55

In response to Barbelw

‎10-23-2020 08:55

I won't purchase an additional fitbit product to fix the problem. They have lost me as a customer for the time being. I usually update my electronic divices every 2 years and in 2021 I'll purchase a new tracker or Smartwatch, after this experience I am very sure that it will be from one of fitbits competitors.

 

I wonder how much future money fitbit (or alphabet that purchased them) are missing out on because of the way they develop their products and their customer service?

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‎10-23-2020 13:09

‎10-23-2020 13:09

I was gifted my Charge 3 and within a month the screen died completely. I am still using it because the tracker (mostly) works. Sometimes the heart rate does not work, or the sleep tracker takes the night off, and the step counter gets less accurate by the day.. with that kind of failure I would not buy another Fitbit product. The endless list of product issues and the standard response of turn it off and on again, or you are not wearing it correctly are just a cop out from the brand.

 

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‎10-23-2020 19:13

In response to Barbelw

‎10-23-2020 19:13

Agreed. My screen was already getting faint but it became unreadable after the recent update. After 5 years as a proud FitBit customer I’m considering jumping ship to the competition. The charge 3 was great...until it wasn’t. 

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‎10-23-2020 19:39 - edited ‎10-23-2020 19:41

‎10-23-2020 19:39 - edited ‎10-23-2020 19:41

Well said. Mine blew up too. Was absolutely fine before I did the firmware update. Oh and after thousands of complaints fill this thread it will be “closed” by a fitbit monitor. 

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‎10-23-2020 19:42

‎10-23-2020 19:42

So is it all Fitbit charge 3's that now has a blank screen? 

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