I have had 3 Charge units fail in less than a year, I replaced the first failed unit out of pocket as I was apprehensive to be without my Fitbit for any amount of time. The warranty replacement unit Fitbit sent when that tracker failed would not charge on the cradle. Now they will not send another replacement until receiving the failed replacement unit and "processing" it. This will have me without a tracker for a month while the bay area is under shelter in place for COVID-19 and keeping track of exercise and health could not be more important. It took over thirty minutes each time I tried to speak to someone on the phone and when I asked that my case be sent to a supervisor the email I got could not have been more condescending (the phone agents were pleasant and tried to be helpful but are tightly scripted and clearly constrained). I have been very loyal to Fitbit for years and purchased trackers for kids and parents and recommended it to others, I cannot in good conscience continue to do so, if my company treated a customer the way I have been treated we would be out of business. .
