Charge 5 Band will not stay on

[hdlern]

Purchased the Charge 5 from Costco with the extra deep sea band. It will not stay on, after filing a claim with detailed pictures showing the manufacturing error, they wanted more "still" pictures with it on the watch. What s that supposed to show? It won't show why it won't stay on. The pictures I sent clearly showed the part that snapped in is sloped instead of square. Very very poor customer service. Already sent a claim for something so simple for them to fix.

Warning to all, Fitbit has a terrible 1 star rating. Buyer beware if you need service or help! 

Who Runs this company Donald Trump! (just a joke, but seriously I'm not amused by the poor C.S. Should have stayed with Apple

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Just a follow up, customer service reversed their decision of needing more information and is sending me the new band to replace the defective one. Pleased with the outcome. As a result I must change my review and re-think my opinion. 

Moderator edit: subject updated for clarity + format

[Robie1954]

Agree. 
You’re better of phoning. 
Communicating via email is fruitless.
I’ve had five different case numbers for my problem and I’ve had two Charge 4s and I’m now on my second Charge 5 (with the same problem - false Active Zone Minute peaks). 

[DavideFitbit · Accepted solution]

Hi, welcome to the Fitbit Community forums, @hdlern. 

Thank you for taking the time to share all your feedback about the Charge 5.  I'm glad you got a replacement when finishing all the steps requested from our support team. 

Comments from users are always useful to continue to improving the quality of products and services. It's good to know that the Support team has decided to replace your band. Thanks again for sharing your feedback. 

@Robie1954 I've been informed that you already got in touch with the Customer Support team and it seems they're still providing you with assistance. In this case, I recommend that you continue the communication with them so they can let you know how to proceed. Thank you for all the feedback provided. 

Have a great day. 

[SunsetRunner]

Hi. I have had the Charge 5 fall off my wrist do many times, and although Customer Service has sent replacements, I have almost lost the device several tomes, snd have now had enough. I have just discussed with the retailer’s customer service who have issued a full refund. 
pity, because I quite like the information from it, using the Premium service. I just can’t risk losing it permanently, I certainly wouldn’t get a refund then! 

[DavideFitbit]

Hi, and thank you for sharing your experience with this. 

I'm sorry to see that it wasn't possible to resolve the problem. but it's good to know that you've received a refund from the retailer. 

Thanks again for sharing all your feedback and comments.