Replacement Charge 2, only the pebble not the entire tracker

[lopo16]

The screen of my charge 2 cracked and when I got the replacement they only sent the pebble, not the entire charge 2. In the past when I had gotten replacements from Fitbit this was never the case. I just think it's a little shotty customer service. 

Moderator edit: updated subject for clarity

[USAF-Larry]

@lopo16, when you say they only sent the "pebble", do you mean they sent the Charge 2 tracker without the wristbands?  If so, that is not a problem - simply remove the bands from the original tracker and put them on the new one, since they are interchangeable bands. If you are not familiar with changing the bands, check out this help article, How do I change my wristband?

[SunsetRunner]

I ordered a Charge 2 in May 2017 and the screen cracked right down the middle. They are only replacing the pebble for me as well. I don’t really have a problem with this but agree that their customer service has taken a down turn. I really have not had much luck with Fitbit products and was about to try the Apple Watch when I was offered a discount on a new Fitbit. Not sure now I made the right choice after reading that your screen also cracked. 

[SunsetRunner]

I ordered a Charge 2 in May 2017 and the screen cracked right down the middle. They are only replacing the pebble for me as well. I don’t really have a problem with this but agree that their customer service has taken a down turn. I really have not had much luck with Fitbit products and was about to try the Apple Watch when I was offered a discount on a new Fitbit. Not sure now I made the right choice after reading that your screen also cracked. 

[SunsetRunner]

When my Fitbit Charge 2 was not working as intended, it was replaced with the pebble as well.  Sadly, the replacement does work either.  The inaccuracy is insane: overstates when I am not moving, understates when I am moving.  I just did a cardio session that involved HIIT.  I was running over 3 mph and the Charge 2 was reporting my heart rate as 97 bpm.  Right, I can run that much without increasing my heart rate from standing level.  I agree, the customer service is not good and the product has become worse.

[SunsetRunner]

Agreed. Time for a switch to Apple. Anyone I know who has the Apple product is happy with their trackers.

[Mymanhood]

Hi All,

I am sorry to hear even more loyal FITBIT customers suffering from the same issue i am so desperately trying to have FITBIT resolve.  The reason this screen cracking keeps happening is simply because they have done nothing to find out why the problem is happening and therefore have not resolved it.  I have simply refused to have a replacement and am requesting a full refund as the are Selling a Product that they know to be "UNFIT for Purpose". Therefore there is nothing to prevent the replacement tracker doing the same, like already mentioned above, the replacement trackers also have problems, do you know Why?  Do you know why only the Pebble?  See this caption below from an email to me from Fitbit:

4. Depending on available inventory, we sometimes issue factory-certified refurbished products as warranty replacements. These are typically products that were returned to Fitbit unused for reasons like wrong size and wrong color. This product is tested and determined to work and look like new, with limited wear and tear. In most cases however, warranty replacements are brand new products that we package without accessories for easier shipping.

Therefore when you receive the replacement (Note i carefully avoid the word New) it is likely to be second hand and very likely to still suffer from the problems from which it was returned to FITBIT in the first place.

[SunsetRunner]

As I said, Fitbit’s level of customer service is dropping and Garcinia, Apple and the rest are ready to pick it up. When my replacement ‘pebble ‘ cracks, I will be done with Fitbit And moving to Apple. I have an IPhone and a ten year old IPad still working like new. Can’t beat that.

[Mymanhood]

I am with you!!! Only i will fight to get my money back out of principle from FITBIT prior to going to Apple!!!

I am not going to accept someone else's Tracker as a replacement for my Cracked one!!!! I have had mine about 6months and over 3 months have been fighting trying to get a refund from Fitbit!!!!

[SunsetRunner]

Check out Polar.com

Polar has been in the business of sports devices for over 40 years.  They know their stuff and there are lots of devices to choose from.

[WendyB]

Question to you: When its the pebble that is not working why would they ship and entire model with charger to you?

I Have never had this happen to me before where they shipped an entire new unit to me before.

The band and charger are not bad the Pebble is..

If the charger was bad and not the pebble then you would get the charger not the entire unit again

[Mymanhood]

Here is one for you WendyB:

Why would you buy a Fitbit Charge 2 with a 1 year warrentee, to after 3 month accept a replacement second hand Pebble with 1 month warrentee?

At the very least you should have a new unit and the remainder of the warrentee or a retail boxed unit with the full 1 year warrentee.

[SunsetRunner]

...add to the frustration already voiced by others that, per FitBit, it takes up to 5 business days from the date the RMA is issued via email and then you the customer provide your shipping details before you can expect your 'new' pebble to arrive by USPS.  I could have returned the defective unit (7 weeks since purchase) to the store where I bought it today for less than $3.00 in gas and had a brand new unit with band and charger.  

[Justeasy]

Maybe I'm just unlucky.

Every Fitbit I have bought (even those as presents for others) has suffered from the typical problems of the model; from the original Flex, Charge and Charge HR, to the Alta, and Charge 2. All except the original flex have all been deemed replaceable under warranty by Fitbit. I didn't mind so much because the replacement has always been new. (Btw, my first Charge 2 never charged out of the box but that was an easy Amazon return).

Now with my second Charge 2, I received only the pebble, listed as "RMA, REFURBISHED, CAPSU" on the Account Order document that came in the package. Not that I think I'm special, or trying to be scornful, but if I wanted a used/refurbished item, I would have bought a used/refurbished item! I've seen other forum users try unsuccessfully to get a clear answer from Fitbit as to the 'sanitization' process  for refurbs time and time again.

My issues are:

• I don't want someone's used tracker.
• I want Fitbit to sell me a new device that lasts at least as long as the warranty period.

A few posters have mentioned the Apple alternative. There are also several cheepo trackers in the $25-$30 range that will last the same 3-6 months with no issue.

Why then am I paying in excess of 500% premium for the Fitbit? The app alone cannot be worth it!

A refurbished item should be my choice. I think I've had enough.

[honglong1976]

why is that shotty (is that even a word?) service. You have a charge 2, cracked screen, they sent the pebble. Just remove your old straps from the broken one.

[honglong1976]

Please read the warranty first. It states:

Any replacement Product will be warranted for the remainder of the original warranty period or thirty (30) days, whichever is longer, or for any additional period of time that may be required by applicable law.

[earthcaroleanne]

They haven't changed, exactly this has happened to me 3 months later.  A new pebble without straps.  Yes, I would have just swapped the straps but they broke first and apart from that they haven't actually sent a Charge 2 so the straps I have don't fit.   Don't know what model it is to buy one either.

[Techlady4160]

Wrong. The whole device should be replaced and come complete in a box. Anything less is a rip off and substandard customer service. Fitbit really is third rate.

[Techlady4160]

I fought and got a full, new replacement. This is about my sixth or seventh warrenty replacement. Once this device starts to malfunction, I’m quitting fitbit and finding a better tracker.

[Mrklunk]

Looks like they're sending me a 'refurb' now? Only came on this thead after it was arranged with their support people? It's only 9 months old so I'm kicking myself I didn't just return it to Amazon for a new boxed replacement.  Will be moving to Apple next time.