Replacement doesn't work right out of the bag

[marenholmes]

So I'm still waiting on my feedback survey so I can fill that out honestly, because this policy is ridiculous. I had a charge 2 that had the screen split right down the middle while I was sleeping. It was towards the end of warranty, but I was within that 12 month window so I was able to get a replacement. Now the replacement has arrived and right out of the bag it doesn't work. It won't pair with my phone or my laptop, I worked with the chat support for over an hour to try every possible way of getting it to function, only to find out that the fitbit is defective. But now I'm outside of the warranty, so I'm out of luck. 
If I'm sent a product that is faulty from day 1, that's a problem. A problem the company that sent it to me should fix. Not offer me 25% off. I would've been willing to upgrade to something more expensive and more current had the discount been worth looking at, or perhaps if they'd been willing to apply the cost of a charge 2 to the price of a new device, but now I'm looking at other complaints and realizing that these products seem to have a working life of just over 12 months so that the customer is forced to buy a new one once every 18 months or so. 
I can't bring myself to spend money on a product that's just going to have the same problem over and over again. And the fact that this is a replacement that doesn't work, I mean, that's nonsense.

[WendyB]

Did you remove your old from Blue tooth??

[Rich_Laue]

"known problem" doesn't describe the issue and not knowing the model of the phone isn't helping us

[MatthewFitbit]

@marenholmes I took a look into your case, and it appears that you received the replacement device about 18 months ago, in late 2018. I'm sorry that it now isn't working as expected, but I'm not sure it's accurate to call that "right out of the bag." Let me know if I'm misunderstanding the specifics - I definitely want you to continue enjoying a device, and a discount offer has been sent if you'd like to apply that to a future purchase.

[marenholmes]

That's true, I did receive it a while ago. But I didn't open it. After my
first Fitbit cracked it started acting up which is why I asked for the
replacement. While I was waiting for it my original fitbit returned to
normal, so I kept the replacement in the bag and continued to use the
original in case the problem came back. When it did, I opened the
replacement for the first time and tried to connect it. It did not work.
Right out of the bag.

[MatthewFitbit]

Thanks for the additional details @marenholmes - that makes more sense, and does sound appropriate per Fitbit's warranty policy.

[marenholmes]

Yep! The customer support agent and I tried it all.