Fitbit Charge- Broken Again- No support!

[ChargeBroken]

I'm very disappointed that my third Fitbit charge has had the band come apart and the best Fitbit support offered me was a 25% discount towards a new one. The last one was just recently replaced by them but because the original was purchased outside of warranty, they won't stand behind their product. Why would I ever buy another Fitbit. The social challenges have been awesome, but the actual device for myself and just about everyone I know has had issues. At the least, I would have offered a deep discount on a different Fitbit device. Very Disappointed! I was a big advocate for Fitbit but that has ended today.

[SteveH]

I thought you were offered a deep discount on a different fitbit. And, as you were out of warranty, they needn't have offered anything. Surely there has to be a cutoff point and that is pretty clear in the warranty terms (see www.fitbit.com/returns ).

I can understand your frustration but I can't agree that you have had "no support"

[ChargeBroken]

Steve- thanks for your reply, however the issue is that this device doesn't seem to last past 6months. I don't consider 25% a deep discount or incentive to stay in the Fitbit family. I expect to hear that they are working to fix the issues that are so prevalent on this help forum and I have now experienced 3 times. If they are doing nothing different, then why would I ever buy another device. The company has lost my trust. The social part is great, but the device is a problem. I have convinced many people in my company to purchase a Fitbit and all but one have had to have at least one replacement thus far. You are correct they didn't have to offer me anything, but most companies are concerned with customer satisfaction and willingness to recommend. They have lost both from me. As a company you need to get the product right..that is what I mean by support.

[MarreFitbit]

Thanks for stopping by @ChargeBroken! I totally understand where your concern is coming from. However, I really appreciate your feedback in regards to our Fitbit Charge HR, I've had mine since 2014 and it looks pretty good even when I wear it 24/7 and this is not my first band, I had the Flex as well. 

As my friend @SteveH said, our limited warranty provides replacements for trackers deemed to have a manufacturer's defect within 365 days of purchase, but since your buddy is no longer within warranty conditions, we offered a courtesy discount of 25% good towards the purchase of any tracker. 

We strive for excellent customer service and in the past often replaced trackers that were not covered under warranty. Though customer satisfaction remains our number one goal, the demands of running a global business require that we now enforce our warranty consistently. 

Thank you for being a Fitbit customer.

[ChargeBroken]

Thanks for your reply! While I appreciate the courtesy discount, you can understand why I wouldn't purchase a device that I have seen fall apart so quickly. Note the that Fitbit's customer service is not at all in question, it is the support of their product. They should sell bands, knowing that the life expectancy of the bands isn't high. Outside of device defects, I enjoyed my time in the Fitbit family while it lasted. Thanks.

Thanks,
Rosalyn Moore
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Moderator edit: removed personal information