Brand new Charge 5 won't hold charge and now they won't refund me??

[Sunshine908]

I have never been more frustrated and angry with a company for:

1) Not providing a product that works as it claims to. Charge 5 will not hold charge more than 2 days.

2) Spent several hours on phone and chat with their agents and nothing is working.

3) After asking for a refund-  I was advised by their customer service to wait one more month for a product update. I wait 5 weeks--- to call and advise, still not working... still need refund....to be told that I'm no longer able to get a refund because I'm past the 45 day time period??!!!!

4) I have used Fitbit products for YEARS and have been a loyal customer. To be treated like this is absolutely UNACCEPTABLE.

5) FITBIT--- YOU NEED TO DO BETTER!! AND I WANT A REFUND IMMEDIATELY!! This issue started 9 months ago when my Charge 4 failed, you replaced it, the 2nd one failed. You offered a free Charge 4 replacement or 50% off a new Charge 5. Bought a new, out of the box Charge 5--- THAT one failed. Seriousely---- JUST GIVE ME MY MONEY BACK!! Tish Z 

[Fbituesr766]

Hey thanks for posting this. I have the exact same issue and I’ve discovered that it is indeed this bluetooth connectivity issue that is draining the battery. It can’t connect properly. Basically here is what happens:

- Your battery is draining rapidly. up to 10% per minute or so.

- You try a hard reset (by going into the Fitbit device menu and selecting “clear user data”)

- the hard reset does not work as the device does not turn back on. You’re left with having to reset via plugging in the Fitbit and pressing the button on the charging cable three times (with a 1s pause between each press).

- the device then boots back up, and you confirm that the hard reset did not work, as all settings such as watch face are the same and nothing reverted back to factory default.

- you then go into the app on your phone, and try to change the watch face manually there, and notice that a sync of apps/watch face is not possible, indicating that there may be bluetooth connectivity issues.

- you then remove the device, and reconnect it by pairing with bluetooth: interestingly, this step to pair with your phone works every single time (after removing the device first from the app and re-adding/pairing.

- you then proceed to try and adjust watch faces etc to only find out again that bluetooth connection is a problem.

- you then proceed to try a hard reset and run into the same problem as above…

[Sunshine908]

Yes, I’ve spent hours and hours with Fitbit representatives going over all of those suggestions for hard starting/ rebooting etc. none of it worked and now- after their own representatives advised me to wait a month for an upcoming update that would fix the problem… they are refusing to give me a refund because it’s past the 45 days!! I am SO angry I could spit nails.

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