Support sent a discount. Without troubleshooting.

[ThumbsDown]

I've had my Inspire HR for 15 months with relatively no issues. It was working just fine up until a few days ago when I simply put it on the charger and it went haywire. It wasn't charging properly and the screen was jumping to a bunch of different things. I tried doing a factory reset according to the instructions on a message board which did not work. When I called for support I was told that my issue will be escalated and I will receive an email with further troubleshooting options. 

Instead, I received an email informing me that my warranty expired (3 months prior) and a discount code to buy a new one. No troubleshooting, no solutions to fix this device that I've only had 15 months, just "you're out of luck just by a new one" and an insulting discount code like they're doing me a favor. Why would I want to buy a new one if I have no confidence that these things last? All I did was try to charge it and it broke and I was essentially told to take a hike by the "customer support". 

After calling several more times over the next couple of days (calls kept dropping and I received no call back), I finally got someone on the phone to express my disappointment and frustration. He couldn't care less. Another round of "tough luck" and when I asked to speak to someone else he said all he could do was "escalate" it and I will get an email response. 

I have no interest in ever spending another dime with Fitbit again. I will go research other companies that actually have functioning products and real customer and product support. I will also find every platform I can to leave a negative review and encourage anyone that can relate to do the same. 

Moderator edit:  updated subject for clarity

[JuanFitbit]

@ThumbsDown , Nice to see you around. Thank you for taking the time to share your experience with Support and your feedback. 

I get where you come from, and apologize that the experience you are having is not the one we want for our users.  Your feedback is very important for us and won't go unnoticed. 

Just to clarify some things, after you describe your situation with Support, via email, chat, or call, our team will go through the troubleshooting with you if you haven't done so yet. If you already tried the recommended steps, and our team can check on their end, that the Fitbit is not working properly they will not asks you to perform the troubleshooting steps again, unless it's necessary . 

Regarding the options you received. I haven't access to your warranty, but for any doubt, you can always have a look at our warranty guidelines. 

Thank you again for your feedback. It will help us improve our services and products. 

See you around. 

[ThumbsDown]

The issue isn't the warranty guidelines. I get how warranties work and I'm frankly tired of being patronized with this suggestion to read the warranty guidelines. The issue is that my Fitbit inexplicably went irreparably haywire from simply charging it after having it for only 15 months. That's simply unacceptable and I have not received any logical explanations or gotten any iota of an effort to fix it. 

I've been basically told repeatedly that I just shouldn't have any expectations of a Fitbit lasting longer than 15 months. That's ridiculous. 

[ThumbsDown]

I also don't appreciate that the topic header I wrote was changed to "Support sent a discount without troubleshooting." That is NOT what I wrote and that is a really dismissive reduction of what I actually wrote and what the real issue is here. The problem is beyond the insulting discount as a replacement for a solution for a product that suddenly stops working after 15 months. The lack of concern over that issue shows your customers that these things are built to STOP WORKING immediately after the warranty ends and Fitbit doesn't give a crap to do anything to fix their products or make the slightest effort to rectify that situation.