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

[DeeK2b]

I’m having this problem with my hr too I usually do 150 in cardio on my exercise bike it actually went down to resting hr even though I was clearly in cardio . It’s put me off using the bike this week 

[snoyola]

I agree! If it’s under warranty the whole thing should be replaced. They’re doing the same thing to me!!!

[Maisiecatgsy]

Mine died at the weekend and they are sending a replacement pebble. 

[hopegray123]

you can just detach the wristbands off the old fit bit and attach them to the new one

[Maisiecatgsy]

I was perfectly happy with just the pebble, it came in 3 days by DHL. My strap is aftermarket anyway and my charger works fine.  

[snoyola]

Yes, I know that. It was the principle of the matter. First rep told me one thing, second one told me something different. Very frustrating when customer service doesn’t have their act together.

Sent from my iPhone

[Cinders64]

My screen is cracked right down the middle. I don’t even do any sport I bought it to monitor my sleep. They r sending me a replacement pebble...

will it it be a refurb?

will it happen again?

[Maisiecatgsy]

My pebble came sealed in a pouch and looked immaculate, I have no reason to think it was a refurbished one. 

[cyprien]

I bought my Charge 2 in October 2017. The strap broke after 3 months and the same has happened again after 5 months. This time, my tracker dropped off and has chipped. 

I have been offered a replacement pebble and strap which is fair enough but I completely object to the fact that the warranty is only valid from the purchase of the original watch. 

My Charge HR lasted over 2 years and I had no issues at all. Everyone I know has had this problem with the faulty strap but there is no acknowledgment of this from Fitbit.

I too too will be looking at the Apple Watch because I’ve completely lost faith due to this model.

[MichaelAAA]

So you cracked your charge 2, they give u a free replacement and you **ahem**. Wow. They should have refused a replacement of any kind since you broke it. Unbelievable. 

[Cinders64]

It is never used for sport only steps and sleep.
--
Mrs Sharon Omand

[Catharinezion]

My fitbit flew off my wrist one day because of the defective bands that kept coming off and my peble and the other band flew off my wrist and hit the concrete and cracked it and now it dont work and has a battery life of maybe 10-30 mins i luckily contacted fit customer service and have an email with an incident # just days before my limited warranty ended how do i go about getting a NEW charge 2 because "refurbished" stuff like phones have never stood up to time and i hate calling customer services because i have difficulty understanding what is said thru some of the agents accents 

[Catharinezion]

Hi how did you get a NEW in the box replacement...i luckily have an email from a customer service agent just days before my warranty was up. I was running one day and somehow when I was running I seen this thing coming flying out front of me out going out towards the street and it was my Fitbit and half the band and the screen cracked and now it doesn't stay charged and this is a fight that I'm willing to fight and choose as a battle if you could get back to me I'd appreciate it

[Satman]

I've had similar experiences.  Charge 2 Screen cracked; it died.  I've had 6 or 7 Fitbit's over the past 4-years.  All failed.  I got a couple as gifts, and Fitbit sent several replacements (including wristband).  I accumulated (4) broken Fitbit's, and returned them in a box with a letter saying I didn't want a replacement, but they sent one anyways!  It came; new in the box with wristband, and it will not stay charged for even one day!  😞    On and on . . .  I think the target market must be those who buy and don't use things, or gifting.  I'm in my 60's and very active (biking, mountain climbing, hiking, etc.) and the Fitbit's can't keep up.  When this replacement fails; I'm moving on.  BTW; I notice in today's paperwork that they are just sending the 'pebble'.

[SunsetRunner]

If the pebble is damaged then they're doing the right thing .. replacing the pebble only. What's shotty?  Your expectation is far too high, they've done and honored your customer service request.  Be thankful and not leave selfish comments.

I've had the same issue with a cracked screen, replacement of the pebble is awesome!!  Thank you FITBIT amazing amazing amazing with customer service, response rate, patience and resolving a problem. 😉

[Satman]

Imtal,
My words may be a little harsh, but targeted at a product that doesn't survive daily life!  Maybe I was frustrated because I returned many fitbit's, complete with the wristband, and replacements came with wristbands until now.  I've spent hundreds $$$, plus hours of disappointment on fitbit's, and now I'll probably get an Applewatch.  I bought a nice 3rd party wristband for the recently replaced pebble, so I'll use this Charge 2 till it fails.  Do you work for fitbit?  I don't understand how expressing my opinion and feelings for the benefit of others is 'selfish'. 

[NickK]

I had a Charge 2 fail in a few days. Wouldn't charge or light up no matter what I did. Fitbit is replacing the pebble under warranty with no problem. My Honda automobile had a part fail under warranty and they only replaced the offending part and not the whole car. I'm very happy with the new pebble. They also stated that a "refurbished" pebble is unused. Be happy they are performing under the warranty.

[801]

Yep, same issue. These things keep falling apart. Mine cracked on both sides of the screen AND the strap broke where it attaches to the "pebble". To top it off when I ordered the replacement it allowed me to choose the gunmetal color then the next day I got an email saying as mine was a stainless steel that is what they are sending. They are sending me a new strap so at least they got that right. The only reason I am not wearing an Apple right now is Fitbit is smart enough to keep sending me replacements. If mine turns out to be a refurb they will be hearing from me for my original purchase price back. They know these devices are worn all day every day but refuse to make them tough enough. I hope they look at these messages and get it!

[801]

There is no such thing as a refurbished not being used. They claim they are returns for bad fit or other reasons so that makes it used. Plus if a brand new unit is faulty from the get go then they may actually BE REFURBISHED. 

[Chandrika]

Hi, can you tell me whether you managed to get a refund. I am 2 years, 3 separate issues later and have had enough! Thanks.