Charge 5 battery draining too fast

[SharleneH]

I have had the new Charge 5 for 2 days. The battery discharges within a day. GPS is off, the phone is not set to always on. In looking over the troubleshooting instructions from Fitbit, it seems that you essentially have to disable all of the features that were selling points of this device in order to get decent battery life. Even my ancient Charge 3 got 6 days on one charge! Has anyone with this battery problem found a solution other than disabling everything?

[wellsbl21]

So, last night, I received a link from Fitbit stating that they would either replace my Charge 5 for free or give me 50% off another Fitbit device.  Did anyone else get this?

[abmob1]

No I didn’t get this! How were you able to score that? I’d be interested. Thanks for letting us know.

[JKOFFOTH]

Yes mine was replaced several months ago.

John

[Rickymort]

Interestingly, my replacement charge 5  (Amazon replaced not FitBit) is currently totally different. Had it 3 days and the battery is still at 74%.

makes me think this is more than just a firmware issue. Suggests there is a quality issue with the hardware. Possibly both.

FitBit please accept the issues, show some Bravery and start treating your customers as customers.

If the brand means anything anymore, it would make sense for the CTO to make a statement.

[RogerAuwers]

Hope you are ready to wait a long time!  I sent mine off almost 3 weeks ago (today is the 15th business day since) and I finally heard from them today for the first time.   And, according to them they still don't have my dead Charge 5 yet.  And then they will claim they can't control the carrier -- yes they can, they sent me the return label so they picked the carrier and the slowest possible method.  Today's email was actually in response to my 3rd or 4th "Chat" with Customer Support and they did tell me they have an anticipated arrival of my device after checking on the tracking #.  But then they warned me that after my device arrives, they need 5 more business days to confirm that it has arrived.  Are you getting the picture?  It now appears that it will literally be a month for the return process before they really do anything.  This is the worst customer support experience i have ever had -- ever, for any product!  Just awful.  And, by the way, earlier this week I went out and bought a competitive product since I was tired of waiting for Fitbit Customer Support to actually support me by doing anything.

Moderator edit: format

[JKOFFOTH]

Interestingly they never asked me to return the dead one. Shipped the new one out almost immediately.

John

[abmob1]

What magic words did you use for them to take you seriously and send a replacement? I don't understand the inconsistency--unless the early reports got replacements then they realized they had too many on their hands to honor their warranty.

[JKOFFOTH]

I am not sure. But emphasizing that the device was dead I think helped. I suspect but am not sure is that the agents have some latitude to order a new one. I have no guess as what criteria they use to insist on the bad device be returned. Some companies like those who support the Arlo security cameras will ship you a new camera first with the caveat that they will charge you CC if it is not returned.

John

[RogerAuwers]

I gave up on Fitbit's Customer Support -- as you said, less than helpful.  After 3 weeks of doing everything they said or asked, they still siad they had not received my DEAD Charge 5 so they were not sending a replacement.  I just bought an Amazon Halo View.  As a Prime member it was only $45 and it appears it will track steps, activity, heart rate, sleep, etc. Like you, my shopping list was "anything but Fitbit".  Still too early for me to give you a solid recommendation, but at this point I would be able to say cannot be any worse than Fitbit, and a lot cheaper.

[RogerAuwers]

I agree.  Fitbit really has a severe quality problem, and their Customer Support is doing a terrible job of actually supporting frustrated customers like me (many of us).  It's too late for me -- after waiting through 3 frustrating weeks with Customer Support doing basically nothing except sending a return address label using the slowest possible courier service in the world, I just gave up and bought a competitive product.  If Fitbit wants to save its reputation and keep the brand alive, it really must do something as you suggest.

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If they had done that for me, I would still be a Fitbit customer (have been for about 5 years).  Instead, I gave up waiting on the slow Customer Support after 3 weeks and bought a competitive product.  I honestly doubt that I will ever use a Fitbit product again.  So the inconsistent handling of frustrated customers with dead Charge 5 trackers cost them a formerly loyal customer.

[ChrisB1966]

Getting a replacement seems to me, to be how you begin your chat/conversation with Customer Support. I was lucky (??) in that my C5 actually failed and would only flash the Logo after nosediving from annoying battery life of full to flat everyday. If I had started by saying I have a battery life problem I doubt I'd have a replacement now, but other problems get passed the 'script' they seem to work from.

They made me send a video of the C5 flashing the logo after going through some really useless resetting instructions (it's dead but you think re-installing an app. will fix it). I had to wait for the return label, then for it to get to the warehouse for 'inspection', and finally for it to come to the UK from the Netherlands.

So around three weeks in total from failure to replacement, I have had it a few weeks and so far it's okay - it did an update for around an hour when I set it up, not sure if that's the fix update or just totally out of date product as it is just the C5 that they had me send and replaced.

[shimsim]

@ChrisB1966 I had to do the same, record a video, as if I was making up the fact that the screen was just flashing the logo for a few seconds lol

[tharp]

I got another Charge 5. I'd like to make it a year with the CHarge before I spend more  $. No fitbit again

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Wasn't that crazy slow!  I sent my C5 back; it was 5 weeks before they got it... I could have walked from here to there by then.

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100% to zero in 2 hrs. I bet they have that data ....

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That is so inconsistent!  I wonder how they determine what to do. Some people seem to not be able to get any service, and others get different service. I thought perhaps they have the data and respond based on that but sending out without a return verses waiting for a return I don't know.

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You have longer than a month.  I sent mine back from East Texas on May 25. I can't remember exactly when they got it but.... I just got a replacement this past Monday, June 27.

[Andyhol]

It’s a shocking bit of customer service this. You’ve bricked my device and I can’t track my training. No offer of refund or replacement and all you can say is…. Don’t worry… there’s a firmware update coming. Not good enough . Could be waiting weeks or months . No offer of compensation through all of this either 

[Marchelo]

Hi, 

I do not understand why people are complaining and not returning Fitbit using 45 days money back guarantee. Or does it apply only if you buy it from Fitbit website?

Seems my new Fitbit have this issue. Considering to return.

[ChrisB1966]

@Marchelo Although my C5 had issues for a few days when new, it then ran fine past the 45 day window. Many people had been initially placated by the fix is coming soon response. I think in most instances you'd get better results buying from a retailer in terms of time from purchase and acceptance of 'faulty goods'.

No one can tell you how your C5 will work in a month's time, that's the problem.

[SunshineRose389]

When you first got your charge 5 did you kill the battery to 0% and charge for 24 hrs after that? 

I did that twice with mine and found it solved the battery losing charge issue. It seems like the charge 5 battery is very much like the 1990's phone batteries. Only works properly if you kill it the first two times and charge for 24 hours after. 

[tharp]

I did not do that specifically

[mja400]

Yes I did. No joy.

[shimsim]

@Rich_Laue can you comment on my question regarding the news articles? are these the same or related issues? and more importantly, as an important community member (based on your ranking and ability to delete posts) do you have any information you can share in terms of when a firmware fix will be made available.

For some context, we are more than 6 months into this issue