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Charge 5 unresponsive after swimming

Friday - last edited Friday by Fitbit Moderator

Friday - last edited Friday by Fitbit Moderator

Went swimming yesterday with my Charge 5 on because it’s started to be waterproof. When I got home, I saw my watch was no longer responsive. I let it sit out to thoroughly dry, then connected it to charge, with no response. Let it sit in the charger overnight, still dead. Tried another charging cable, nothing. Went through the troubleshooting, cleaning, and reset process, nothing. Finally went through customer support (the rep was very nice), and they walked me through the troubleshooting, cleaning, and reset again. Still nothing. The outcome is an offer of a discount for purchasing a new device. This is the third time I’ve had a Fitbit watch stop working after about two years, and one additional time within one year - that last one was the only time it was within the warranty window.  I’m having a hard time rationalizing why I should spend so much money on a device that won’t last. 

 

Moderator edit: clarified subject.

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Friday

Friday

Good to see you participating in the community @ReneeSchott.

Thank you for taking the time to share the feedback regarding this situation with your Charge 5 and the previous devices.

I apologize for the experience and for any inconvenience caused and again, thank you very much for the feedback. Please note that our team is always working to enhance your experience and your feedback is a big part of that process.

Our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy is set into providing as much coverage as we can.

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