Hello
My name is Rabih Farah, I bought a Fitbit Inspire HR around 18 months ago. This is the fourth Fitbit we have at home. All other three units are more than two years old.
Four weeks ago, after I charged the Fitbit, the screen went blank, and nothing appeared on it since. I took it to the technician where I bought it from, he confirmed that the unit is charging, the green light is flickering, and the smiley face appears when plugged in. But other than that, nothing else appears. Apparently, there is a black patch appearing on the screen and the technician believes that the screen is damaged. He said it can't be repaired and that I should contact Fitbit support.
I had a long chat today with one of your customer support agents Nicco. He was very helpful and took me through several steps to try to get it to work including cleaning the charging point with a toothbrush and alcohol then drying it with a dry cloth. Nothing worked, the screen is still blank apart from seeing the smiley face when plugged in then it disappears. At this point Nicco has done everything he can but after that he wasn't able to provide further support. He said that the unit doesn't have anymore warranty and suggested to look for another one.
This is very frustrating that a Fitbit that is a year and a half old to break like that. The quality of the product is surely not to the standard of the other Fitbit types. The screen should not stop working in this short time. And since your warranty policy doesn't cover any repair beyond one year then I'm left with a device that is not working after a very short time of using it. That will surely stop me from buying a Fitbit again.
According to Nicco, I won't get anywhere with repairing the unit and I must buy a new one. This is not good customer service and a device like this should be designed with better quality.
Any recommendation would be appreciated.
Thank you
Rabih
