My experience with Charge 4 and Customer Service

[cting]

Pretty disappointed with fitbit as my Charge 4 that is only 1.5 years old no longer pairs with my android phone and after troubleshooting multiple times the best they can offer me is 35% off a new product?? Really fitbit?? I do not wear my device in water/ the shower and I take it off when doing yardwork to help protect it. The most frustrating part is that now not only does it not pair with my phone but the time is wrong!! It would be one thing if I just couldn't see my previous data but there's no point in having a watch that is 7 minutes slow!! I really enjoy having my fitbit but with this issue and issues I've had in the past I'm very skeptical to purchase another. Fitbit should really do better for their customers.   

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @cting. Welcome to the Community Forums. Thanks for the details provided in your post about the issue with your Charge 4. We‘re taking your comments and sentiments in regards to our products and services into consideration.

Thanks for your question about why we offered a discount towards a new Fitbit product instead of a replacement of your existing Fitbit product. Our limited warranty provides repair or replacement of products that have a defect while still in the warranty period. Your device is out of the warranty period, and therefore is not eligible for repair or replacement, but we want to offer you a discount to thank you for your loyalty to Fitbit. Nevertheless, please note that the discounts we offered are never applicable for the newest Fitbit devices, in this case, the Charge 5.

For more information about our warranty, see fitbit.com/legal/returns-and-warranty.

[MichelleA1971]

My Charge 4 suddenly won't hold a charge for 24 hours. They offered me 35% off. I have to use within 30 days. I wanted to buy a Versa 4 but call features on Versa 4 say .....coming soon. They can't tell me

[cting]

Hello,

I wasn't asking why that was offered to me, I was saying that fitbit should really do better for their customers. I am 6 months out of the warranty window. Fitbit doesn't have faith that their products will last longer than a year?? That's pretty bad. Also so nice that your "thanks for your loyalty to Fitbit" discount comes with stipulations. What a joke. I've had multiple fitbit products and they've all had issues. I'm done with your company.  

[DevilGirl13]

I’m beginning to think the same way! Might be time to just give up on the whole line of Fitbit products. There are much better options for about the same price point or less.

[Gloved]

I've not had very good longevity from the Fitbit trackers.  Each one that I've owned seems to stop working for one reason or another in about 14 months -- just long enough to no longer be under warranty.  In this instance, the plastic piece connected to the body of the tracker -- which allows it to connect to a strap -- sheared off spontaneously (e.g. no trauma).  I filed a complaint with Fitbit and yesterday they offered a "35% discount" on a replacement even though I am slightly out of the 12-month warranty period.  But the conditions for the discount are laughable:  The nearest replacement to Charge 4 is a Charge 5.  On the Fitbit site (and everywhere else that the Charge 5 is sold) the sales price for the Charge 5 is $100 (i.e. $50 off of the regular price $150). But on the Fitbit site, when I apply the "Discount Code" for 35% off of the Charge 5, the system reverts the price back to the full $150 price, and then takes off 35% thereby bringing the price down to $100 -- e.g. no actual discount because my $100 "discounted price" is the same price they are offering Charge 5 to everyone -- even people who don't have a discount code.  Not only is the 35% Discount worthless on all products with a sales price, Fitbit excludes use of the "Discount Code" on the Inspire 3.  So this "Discount Code" seems to be a tricky ploy.

[MichelleA1971]

They gave me the same useless coupon code.The Versa 4 is $10 less at Costco in store than fitbit sale right now. Regrettably I purchased one. If this one dies like the last I’m done. It’s truly a holiday scam. Also I can’t activate my Fitbit yet because I am not eligible for the free 6 month premium membership until the one I paid for expires. They literally punish loyal customers who have payed close to 2 years for premium by disqualifying them from free trial that is included with new device. So I now have a new Fitbit I can’t activate until Friday at which time I’ll be a returning customer for Premium. If I’m still denied free trial, I will be returning device. Also after buying my Versa 4, I spoke with a friend who bought a Versa 3 last year and I asked if he was happy with it. He informed me that it no longer charges, was out of warranty and he threw it in the trash. I’m not feeling very confident about my purchase. Lol!

[cting]

Such a scam and such a lousy company! I won't be buying anymore of their crappy products. 

[Callme_Mom]

Curious if your updated your Fitbit with this month's latest firmware update.  

[MichelleA1971]

Yes I did. At first it went from 6 day battery life to one day, to a few hours, to not charging or turning on. I tried 2 separate chargers to be sure it wasn’t the charger I generally used. I reluctantly bought a Versa 4 the other day because Costco had it for $10 less that Fitbit sale price.This is my second device. If I experience the same nonsense with this one in a short time period, it will definitely be my last. The last was a gift. I payed for this one myself so last chance.