My Fitbit Charge HR has not worked for almost two ...

My Fitbit Charge HR has not worked for almost two months now (January 2016) which during that same time I made my first call to customer service. The Charger HR would not sync to my account using my iPhone, macbook or windows computer. The technicians tried on numerous attempts via at least five phone calls and several emails to resolve the issue. I have answered the emails from the technicians about my status and followed-up on numerous phone calls all of which have not resolved the issue. We have also tried to update the firmware which has not resolved the issue either. Still as of today, April 3, 2016 the same issue of not syncing still exists and my charger hr tracker is not operational. The last phone call still cannot get a resolution to my problem. Was on the phone for over 40 minutes speaking to a supervisor which would not give me his full name or a another supervisor to speak with. Was asked again for the fifth time for the steps that I have followed so far with the technicians. With each phone call and email I was told each phone call was documented. If this was true why am I asked what steps have I taken to troubleshoot. I have been asked that same question every time I call and the same steps have been tried every time I call. But never would the service technician discuss how I can get a replacement. After asking several times on the current phone call to get the persons name I'm speaking with he will only tell me his first name (Michael 9131) and again will not offer to replace the product that does not work!