I’m on my third failed Fitbit device and now I’m totally done. My first device was the Charge 2 that suddenly showed a vertical crack on the screen. Upon research I learned that this was a common problem. Since it was within the 1 year warranty, Fitbit promptly replaced my device with another Charge 2. However, within the next year, this replacement had the same problem! When I spoke to customer service, they told me that they couldn’t do anything for me because the device was out of warranty. When I explained that I had the replacement for less than a year and it suffered the same issue, they said the warranty is from the date of the original device and doesn’t apply to the replacement! Ridiculous! Last year, I decided to try one last time and purchase the Versa. Turns out, this device stopped working (no heart rate monitoring and failed battery) just 2 months out of the warranty period! Looking through the Fitbit community it appears that this is a common problem. Fitbit routinely replaces these flawed devices if they are within the warranty, but for countless other devices the company does nothing. To me, a flaw is a flaw and should be fixed. This is obviously not normal wear and tear because users are having the same issues shortly after buying the device.
I have also been offered the insulting 25% discount. I called to speak to a supervisor today, but was instead put on hold for 10 min and mysteriously disconnected (with no call back of course). Why would I buy another fitbit device with this poor track record and the fact that the company won’t truly stand behind their products? How many times can Fitbit say things like “I’m sorry for you negative experience” or “thank you for sharing this as it will make us better” before actually doing something to increase device reliability?
