Charge 3 replacement not working

[Kernick10]

I purchased my Charge 3 direct from Fitbit on the 11th June 2019.   Since I started using it on the 19th of June it has had on going problems.  No notifications, wouldn't sync etc the same as many users.  I have installed the update and its still not working.  Imagine my total horror when the email received from online support has asked me 

"Since we've exhausted all the possible troubleshooting and the issue still persist, let's go ahead and review your Fitbit device's warranty status. For us to do so may we ask the following:

• The retailer where you purchased your Charge 3
• When did you purchase your tracker?
• Your current country of residence"

This is the third Fitbit I have had and have loved everyone but wonder who is in support as its a different person overtime and there is no continuity.  A very frustrated Fitbit user!  I presume they are now going to offer a replacement or a refund.  BUT will the replacement work property in accordance with all the hype surrounding it!

Moderator edit: updated subject for clarity

[LizzyFitbit]

Hi @Kernick10. Welcome to the Community Forums.

Thanks for taking the time to share your feedback about the Charge 3 and our Support Team. I understand where are you coming from, and I apologize for the experience that you've had. Usually that is information is required to be confirmed by our users, so our team can proceed with the warranty evaluation. I've been informed that your case is on their hands, and I'd recommend to reply back with the requested information. This way our team can look into this and share more details about your case.

If you need anything else, feel free to let me know.

[Kernick10]

Hi Lizzie
Thank you for your reply this is the first communication that I have had that seems to be answered to me. All the replies I have had if you look at my history are from so many different operatives and there is no continuity. I really don’t want to have another replacement as obviously if it goes wrong your company would not replace it. I still have nearly two years of my warranty period.
All I want is it to work in accordance with your literature. What concerns me is that the problems I have had are mirrored of those on the Fitbit community. So I’m not alone! I love my Fitbit I am on my third first a charge (which my husband has) secondly an Alta hr which was replaced as it went wrong just within the warranty period and then the replacement stopped working after a few months and then at more expense I bought the charge 3. This has had problems with notifications since purchase plus a few others. I had assumed this would be rectified with the roll out of the fix. Sadly this hadn’t happened. I would say this it would appear it went on sale before it’s development was completed.
Your views please.
Kind regards
Lesley

Sent from my iPhone

[LizzyFitbit]

Hi @Kernick10. It's good to see you again. I'm sorry for my delayed response.

You're welcome, and thanks to you for getting back. I appreciate your thoughts about the Charge 3, as well your loyalty towards Fitbit. I totally understand where are you coming from about this situation. Our team makes sure to test all our devices before releasing them, so they can work correctly with all its features. I'm sorry that you've had these difficulties with the Charge 3 and the previous ones, and be sure that our team will review the feedback posted in the Community to work and improve our products.

I've contacted our team about your case, and shared your information so they can continue working with you. I'd suggest to keep getting in touch with them, so you can receive more details about your case. If you have any other question, feel free to reply back so I can help you out.

See you around!