Charge 5 dead after swimming

[Mbi2022]

I swam on 2 consecutive days.

The screen went blank after 2nd day, decided to let it dry out before recharging.

Connected it to the   charger started flashing a light green screen & now its dead as a dodo.

Help?!!

[Nenzi]

Hey there!  My died after swimming too.  I went into the Fitbit app and contacted support.  I chatted online with Omar he made me try some steps.  Still dead.  He asked where I purchased it. A new replacement is on its way.  They also give you the option to receive 50 percent off a new model.  I just replaced my charge 5 for the same one I had.  However you can choose from 3 colours. Best customer service ever!!!!  Hope you have the same experience too.  Peace and love.

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Just a note.  I spoke with Omar Florez and had the best experience.  Unfortunately the customer service survey disappeared before I could complete it. 

So Omar thanks for your help and I haven't had amazing customer service like this is a very long time.

[Nenzi]

Read my reply below.  Got a new reply otw.

[DonnaScruggs]

I'm on my 2nd one in warranty, I swim 4-5 days a week and they each took about 6 months before they died. I will not be wearing the newest replacement in the water as this seems to be the culprit. Their customer service is top notch, I just wish the 5 would hold up, will be taking it off while swimming and entering it manually. 

[Atasha]

Mine died after a swim in a shallow pool, it was a replacement since the original purchase stopped charging after a few months, goes to show the quality issues of charge 5. I had charge 3 and it lasted over a year with no issues even when I used to swim with it weekly. It's a shame they have refused to give me a replacement. I wonder why they promote features like swim tracking which their products don't support. I will not be buying any fitbit trackers in the future. Very disappointed!

[DonnaScruggs]

I had on old fitbit ,don't remember which model it was, my daughter gave it to me after she got something different, wore it over a year , but walked at that time, started swimming with it and it died after about 3 months, but it was old to start with. I was so excited to get the Charge 5 as I swim as my primary exercise now and the swim feature was promoted this as part of it's qualities. You are correct, it is VERY disappointing it does not hold up.  As per my previous post, customer service is top notch but they don't have anything to do with the  build quality. 

[david135]

I have had 2 fitbit Charge 5's stop working after swimming in a pool, the 1st I had purchased and the 2nd refurbished model sent after the 1st one broke...Unfortunately now I am past the 1yr warranty... Fitbit should stop claiming the Charge 5 is water resistant/proof unless they fix this issue!

[Surfista]

I am amazed by how many threads there are about the problem of the Charge 5 failing when exposed to water. It is especially noteworthy because I don't think that a very high percentage of Charge 5 purchases are used for swimming. My daughter and I spend many hours a week swimming in a pool and so far, we have had no issues at all with water damage. I hope it keeps up.

[PeeJay2]

On the charging cable there is a button/round depression on one side of the end you plug into power (USB). Can’t recall but there is a pressing sequence. Suggest you call Google to find out what that sequence is. But don’t hold your breath. My Charge 5 did reset but the battery lasted less than 12 hours after that.

good luck.

[DonnaScruggs]

I tried that with both my Fitbit 5's that died due to swimming, neither would reset. 

[arthurchankf]

I have exactly the same issue today during my pool swimming session. Tried to reset it but it doesn't restart, still black screen.  I don't even have a green light though.  Tried live chat Customer Support in official website but seems not functional, it has no response when clicked on this function but some other functions redirect you to appropriate screen.  Does this mean Customer Support Live Chat function is not longer available? I have my Fitbit Charge 5 just less than a year. 

[Surfista]

If you have had it for less than a year, they will replace it under warranty. Keep trying to contact them. If you wait just a day after the warranty runs out, they will probably deny your claim.

[Nenzi]

Yes I got a new one. So happy!

[david135]

I was able to get an initial replacement when my 1st Charge 5 "drowned" in
the pool through customer support as it was still under the 1 yr warranty.
This replacement subsequently also died after swimming. Unfortunately since
it was beyond 1yr I did not get a free replacement. Bottom line, Charge 5
is not designed to survive water immersion with swimming despite their
claim that it is.

[Surfista]

Mine did fine in the water but shortly after the warranty expired the battery died and it could not be revived. Customer service said no warranty replacement, so I am now waiting for my Garmin swim 2 to arrive.

[DonnaScruggs]

I contacted their customer support through Twitter, they were on it and I've just quit using my second replacement to swim with. I've stated before, but it's stupid that I bought this one because it has a swim function but they fact that they die in the water is asinine. 

[arthurchankf]

Unfortunately, I did not keep the purchase receipt or the package.  I never expect it kaput so soon.  My previous Samsung smart watch at least last for more than three years.  Well well, reality will consider whether I should continue with Fitbit, very disappointed.

[Nenzi]

I didn't have my receipt either they can see by your serial number where it
was purchased I just said Amazon

[arthurchankf]

Good to learn that. Many thanks Nenzi. Then I will try to contact them, wish me luck:)

Phoned support this morning and they will send a replacement to me.  I don't have neither a receipt nor original package but I do know where I bought it.  It was very easy going and great support service👍.

[DavideFitbit · Accepted solution]

Hi everyone, and welcome to all the new users in the Fitbit Community. 

I appreciate all the comments that you've provided here about the Charge 5 not responding after swimming. 

As some of you mentioned earlier, the Charge 5 is water resistant to 50 meters and you should be able use it to track your swimming activity. If your display is not responding after using it under water, please make sure to get in touch with the Customer Support team so they can provide you with further assistance and let you know about the options available for you. You can click here to get connected and chat with them or to call them directly. 

In the meantime, make sure to follow the steps listed here in case you have an issue related to the battery not charging properly and check the recommendations in the Wear and Care guide. 

[Atasha]

I didn't contact support and was denied replacement because, the first
purchase was replaced after batter wouldn't last more than 5 minutes. I got
the replacement last June so it was still under 1 year but they wouldn't
replace it. It died after swimming with it in a shallow pool. Was quite
appalled!!

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