11-23-2021
03:15
- last edited on
11-24-2021
07:11
by
DavideFitbit
11-23-2021
03:15
- last edited on
11-24-2021
07:11
by
DavideFitbit
My Charge 5 is approximately 4 weeks old, it is set exactly the same as my wife’s bought on the same day.
My battery drops 30 to 50% some days, while my wife’s may only drop 5%.
I contacted Fitbit support and received basically the same email 3 times telling me to either restart via watch or the charger…I have responded the same each time.
I have followed the forums advice, but open to more ideas.
I believe the support is at best ordinary and frustrating, particularly for older people like us and noting that when I spoke with someone from Fitbit they checked the data and agreed something was wrong with the battery.
Moderator edit: format
11-24-2021 07:11
11-24-2021 07:11
Hi, welcome to the Fitbit Community forums, @Brettandsue.
Thank you for sharing that you've been having this inconvenience with your Charge 5 and that you already tried all the troubleshooting steps in the forums.
In this case, since you already tried all the steps suggested that could be helpful for try to resolve this problem, it would be necessary to continue the assistance process with the Customer Support team. Keep in mind that since this is a new product, they often need to verify some information with a higher level of Support and it may take a bit longer than usual to receive a response.
If you haven't done so already, the best way to get help for this problem is to chat with us online or give us a call (instead of e-mail). Click here to get connected.
Thank you again for taking the time to share all your feedback about the product as well.
Have a good day.
11-27-2021 23:30
11-27-2021 23:30
Yes i have chatted online, received 4 emails telling me the same thing, now i have yours telling me its at a higher level.
I still have not heard from the higher level.
The support is poor at best, lacks personal touch.
The bottom line is my charge 5 has a battery fault and should be replaced with one that does what its advertised to do.
11-28-2021 07:46
11-28-2021 07:46
I had the same issue…I exchanged the watch for a new one and now the battery is lasting 7 days…. I think you have a faulty battery… if you can still exchange it, I would do it
11-28-2021
23:49
- last edited on
12-03-2021
12:03
by
DavideFitbit
11-28-2021
23:49
- last edited on
12-03-2021
12:03
by
DavideFitbit
Hi and thank you.
Did you exchange your Charge 5 at the shop you purchased it from?
Or by some miracle Fitbit actually replaced it directly?
I have not heard from their higher level after being promised they would
contact later that day.....3 working days ago.
Moderator edit: format
11-29-2021 07:52
11-29-2021 07:52
I bought it from Best Buy and made the exchange within a week of having it. The new one works perfect… just like my old Charge 4 battery life… once per week charging is all it needs now..
I would call FitBit support and explain to them what happened and request a replacement… they are usually pretty good and should replace yours without much fuss.
12-03-2021 12:02
12-03-2021 12:02
@Brettandsue Thank you for taking the time to share your feedback about your experience with the Support team and with the product.
Since you already tried all the basic troubleshooting steps suggested in the forums, it would be necessary to continue the assistance process with the Customer Support team. It seems they already sent you a response with further instructions.
Thank you again for all the feedback provided.
Have a good day.