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

[cyprien]

Hi,

I didn’t manage to get a refund. 10 emails later, I was offered a replacement Charge 2 or 50% off another model.

I’ve moved to an Apple Watch instead. 

[Chandrika]

Thanks for your reply. I was offered 50% discount which I would have
accepted if it included the Charge 3 in the hope that it is an improved
model. However it seems insane to pay 50% of what i already owned.
Furthermore mine was limited edition at £160.

[Satman]

Hi frustrated FitBit'ers.
I ended up buying a nice leather band (3rd party) for the Charge2
pebble they sent.  It's actually been working for 6-months; About
the longest of the past 6 units.  We'll see.   Fitbit never offered
a refund; They kept sending replacements and discount offers.
I wouldn't buy stock in this company;  They probably won't be
around for long.

[Chandrika]

As far as I've heard, 3rd party bands are better. I've asked that my case
be escalated to management, not that I hold out much hope. I was wondering
how fitbit can survive when the product can't even seem to outlive it's
year warranty and it's customer service, once it's saving grace, is falling
by the wayside.

[NickK]

At this point I have been trying for a couple of months to move into a newer Charge 2. Fitbit replaced the newer one when it just stopped working after a few days of use - will not turn on at all.
The replacement pebble would not communicate with my fully updated Samsung Galaxy S7 via Bluetooth. I have to move my older Charge 2 to a steel drawer in the basement so it doesn't find that one. The newer replacement is not found. Fitbit replaced it with yet another pebble and guess what? Same behavior - not found.
The fight is out of me. Fitbit tried but I'm done dealing with it. I'll keep using my original Charge 2 until it dies and make my decision on what to move into at that time.

Sent from my smart-ish phone

[Chandrika]

It really is a shame they're so terrible these days. I'll let the situation
play out, see where it gets me. All I do know is these products do not last
and I will not purchase a new one. If I were you I would not give up
although I know how tedious it becomes.

[Satman]

Here we go again.

The 'pebble' replacement recently failed after about 6-months  It was a Charge 2 HR, and after a couple days skiing, the HR no longer records.  I wrote a note to 'Customer Support', but am not optimistic.

Anyone know of a tracker that works?

Rob

[Chandrika]

Sorry to hear that. I asked for my case to be referred to management and
was sent a brand new tracker. I decided to sell and upgrade to charge 3,
let's hope it's improved. If not I may well give up on fitbit.

[NickK]

I ended up ordering a new Charge 3. My company subsidizes them so it only cost me $14 including tax and shipping. We’ll see if it works or just ends up getting added to the other 2 Charge 2s that have failed after a few days of use or arrived DOA.

Sent from Mail for Windows 10

[Chandrika]

Let us know! Not so bad if it's virtually free though 😊

[801]

Its a nightmare! They seems to be lying about what the problem is. They claim it's not the unit but the software then they try to make me connect it anyway. I went so far as to ask them for a refund and threatened to take them to small claims unless they sent me a Charge 3 and they just blew me off. So, sending the useless 2 back for yet another. This will be my last. Next time I will pony up for the Apple.

[Chandrika]

Sell the 2 and buy a 3?

[801]

Nope, no more money goes to Fitbit. They know they have a junk product and are scamming us by selling the junk and then asking for 50% more to upgrade to hunk of another junk. I asked for my money back but they won't give it, because part of there scam is giving you another until the warranty runs out. Just another watch that may or may not work. This is #4 and will be my last.

[SunsetRunner572]

Agree! I has a charge HR junk, froze when I got a update. Called them, now my wife spent like $140.00 back like 5 years ago. They said Sir we want to make you deal ? We are sending you no charge the Charge 2 free. I was happy. As **ahem**. Then my favorite thing without a doubt is the vibration to awaken me, so pleasant a great way to wake right up! It works maybe 1day out off 10-12 days. They send out all the “free replacements”, with defective pieces that do not pass final inspection. Who are they kidding they suck.

Sent from my iPhone

[AlvaroFitbit]

Hello everyone. Sorry to hear about your issues with your Charge 2. If you the tracker is showing any physical damage then please let our Support team know so they can further assist you. Also take into consideration that Support does follow the guidelines listed in the warranty so if your device is outside the warranty period they won't be able to replace it. They may have other options for customers in this situation. Still thank you for sharing your feedback. Finally you could ask for a refund if you purchased your device from the Fitbit store and are within the first 45 days from the purchase date.

I'll be around!

[NickK]

Wow, not only is this a really late reply but offers us absolutely nothing. I still have 2 Charge 2s that seem to have no Bluetooth capability and I’m done with trying to do something about the situation. The fight’s out of me and I give up. I got a new Charge 3 only because it was subsidized by my company’s wellness program and I’ll deal with the way this model is set up. Would be nice to be able to see the battery level without opening the app but, hey, it was almost free.

Sent from Mail for Windows 10

[801]

You should be going beyond the warranty is this instance because the problem is with many multiples of Charge 2 units. What many of us are complaining about is NEW units sent to us do not work straight from the box. If SO many 2's are defective you should offer a free upgrade to a 3 OR a full refund for the price of the 2. It is unfair to be relying on the warranty to not give decent customer service. YOU have our money and we have useless Charge 2 watches. All you are doing is building a base of unhappy customers. Continuously repeating that we are out of warranty for a refund when you KNOW that the units being shipped are defective is a scam. The warranty should begin anew when we receive a new unit. The price you are charging for a new Charge 3 is equal or less than the original price paid for the Charge 2.WE ARE NOT STUPID. WE KNOW IF YOU WANTED TO YOU COULD SEND NEW CHARGE 3'S TO ANY CUSTOMER YOU WANT. YOU ARE CHOOSING TO MAKE US WAIT FOR A GOOD ITEM TO FINALLY ARRIVE (IF EVER).I am a multi-year customer. My first Fitbit was the "ONE". I have stuck with you through the issues with all the falling units I bought including the silly wristband that allowed the watch to fall off without warning, ESPECIALLY WHILE WORKING OUT. I did this because you always quickly replaced defective units WITHOUT FUSS. Now it seems your policy is changing and I have been waiting for a WORKING Charge 2 for weeks.Why not create some goodwill for long time customers? SEND A CHARGE 3 TO ME RIGHT AWAY.
MICHAEL THOMPSON

[Satman]

I guess it's good to know that someone from Fitbit is monitoring the forum at least occasionally.  Fitbit support people by email and phone are very nice also.  Doesn't really make up for poor product quality and policies that upset Customers.  These forums are for folks who either care enough to provide feedback or are upset enough to 'vent'.  I wouldn't buy stock in Fitbit.  What's difficult to measure are former Customers Fitbit doesn't hear from ~ who just buy other products and network with their friends about something else they are happy with.
I don't have a reason to post; I've gone thru about 10-Fitbit's of which I purchased 2-3, the rest being replacements; and I have 2-left.  When they fail, I'll move on to Apple or others as I've purchased as gifts for my kids and friends.  Life is too short.

[NickK]

I agree, the support personnel have been very sympathetic and as helpful as they’re able to be. Unfortunately, Fitbit’s customer service model has deteriorated greatly over the past couple of years.
I have been using Fitbits for a long time starting with 3 Fitbit Zips which couldn’t keep the correct time and therefore would reset the day’s activity sometime in the morning or afternoon when it thought it was midnight. Nothing like playing 22 holes of golf and seeing a whopping 259 steps at the end of the round. Very frustrating.
Some have delivered very good service but most have not.
Oh, well, like I said – mine have been either free or under $15. I just don’t care anymore. Not worth burning a hole in my stomach fretting about it.

Sent from Mail for Windows 10

[WarthogARJ]

Yeah, I have been having lots of problems with them about it not syncing.

The Support from both Chat and by eMail was not very good.

All they do is say EXACTLY what is on their web pages.

and they say you cannot get connected to a Supervisor.

Or an actual Expert.

And cannot send you an older App version that might work.

Was a big mistake to buy a FitBit.