Bought my Charge 5 last Christmas as a replacement and upgrade from my old Fitbit. In the last month, it went black and only would show the logo. Followed numerous steps to correct the issue, but the Fitbit kept failing. Contacted customer service via the phone, and got a person who spoke broken English, difficult to understand but finally, we got on the same page and he sent me an email that I could return the Fitbit. I printed the mailing label, FedEx ground, and mailed it, and took 5 days to get to California. Now they are saying another 3-5 business days to review and process the warranty product. They were unable to share when and how the new (assuming new, could be a refurbished one) Fitbit will be delivered back to me. In total, this entire process will take over 3/4 weeks before I get a replacement. So much for their philosophy of wanting clients to be healthy and track their exercise when it takes potentially a month to send and receive a product under warranty. Fitbit, have you heard of overnight, express mail, (Fitbit to worried about making money) take some learnings from Amazon and develop process improvements to speed up this insane snail issue of replacement of warranty items.
