Charge 5 HR Too Low .

[Chotu-1]

Well, I feel like I completely wasted my money.

I have had a Fitbit Charge 4 for a couple years now and it’s been great.

from using the Charge 4 continuously when I exercise for two years I have come to understand what my heart rate is for a certain output.

something is wrong with the Charge 5.  When I am on a treadmill, the heart rate is registering about 20 to 30 BPM too low.  

previously I had checked my charge 4 heart rate against other sources.  It was accurate.  

my charge 5 however, it’s not. It is low. When I am exercising.

The only reason I have a Fitbit is to track my heart rate and check on my zone minutes for the week. It’s not working for that. So it’s freaking useless.

why did I even buy this? Oh yeah. Because my charge 4 broke. Like structurally it fell apart.

can anyone suggest how to fix this problem with the heart rate being too low during exercise? It’s not crediting me for my zone minutes.

I’m definitely not a new user.

Moderator edit: format

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, thank you for sharing all these details about the inconvenience you've been having with your Charge 5, @Chotu-1. 

I've been informed that you already contacted the Customer Support team for further assistance with this and it seems your case is still being reviewed. In this case, they will let you know how to proceed. 

Have a good day. 

[Chotu-1]

Yes. I contacted support and they had me send my Fitbit in. See the dates on these messages above? I have been without a Fitbit for this long!

I am a cardiac patient. I need to keep track of my heart rate and my zone minutes and I have no way to do that now. You guys took it.

Even worse, the only reason I have a Charge 5 is because my charge 4 broke structurally. I am having a very bad experience with this company. Can someone please fix it? Just give me a refund so I can buy something else.

Moderator edit: format

[DavideFitbit]

@Chotu-1 Thanks for taking the time to share your feedback and your experience with this. 

I'm sorry to see the return process is taking so long. In this case, I do recommend that you continue the communication with the Support team so they can let you know about the status of the shipping order. 

The team continues to work to improve the quality of products and services.