Charge 5 display stopped working

[Minico33]

My charge 5 has broken after just 4 months of use (white screen or black screen that won’t show any data but my phone still tracks it) and when I called to have them send me another, they won’t because I don’t have the receipt anymore. It’s not reasonable to expect people to keep receipt for months. I even bought the Fitbit premium so now I have 8 months left on that that’s going to be worthless.  Never buying a Fitbit again.

Moderator Edit: Clarified subject

[Odyssey13]

Hi @Minico33  check your credit card company - they might be able to give you a copy of the billing statement. It's usually a good idea to keep a receipt while an item is under warranty, just in case it's needed.

[Minico33]

I told them I could provide my statements that shows the purchase and the day I purchased it but they said it needs to be the original receipt. You’re not wrong, I should have kept it but I figured it wouldn’t break as well haha

[Odyssey13]

I'm not sure how it works, but many stores can still pull up a receipt from the credit card information. If you get things from Costco, they keep the information for ages for both online and in the warehouse. I did ask a Fitbit Moderator to stop by to assist you.

[LizzyFitbit · Accepted solution]

Hi there, @Minico33. @Odyssey13 Thanks for stopping by to help our member.

@Minico33 Thanks for the detailed information. Let me explain that based on our Warranty Policy, some requirements need to be fulfilled by our Support team in order to complete your claim. I apologize for any inconvenience this has caused and appreciate your feedback as it'll help us to keep improving our services.

While I don't have access to your case, I'd recommend replying back to their last email and keeping an open communication with them. They've specialized tools and I'm sure they'll continue working and providing you with assistance.

[Minico33]

Hello, thank you for the reply. An update on this - I was able to get my receipt and sent it to them from my store. They got it and said they would contact me and process the replacement but that was three weeks ago. I’ve emailed them twice and used their twitter support twice but I can’t get any answers from them anymore. Really just a frustrating case going on here. I tried to get support in a different email chain but got an email back saying they discontinued email support so now I’m not sure what to do.

[LizzyFitbit]

@Minico33 It's good to see you again.

You're welcome! Thanks to you for getting back and sharing this detailed information. I understand how you're feeling and I'm sorry for the experience that you've had with the replacement process. I already forwarded your posts to our Support team and they'll get in touch with you via email soon, so please keep an eye on your inbox. If you have any questions, don't hesitate to let me know or reply back to their email.

Your feedback and patience are truly appreciated, and we'll keep working to improve your Fitbit experience.

[jcooke64]

I have the exact same set of issues, and cannot find any avenue to get warranty support for the dead screen on my charge 5 (11 months old). No email support, no phone number available, website sucks.. I bought on Amazon, and have my receipt, but the online tool does not recognize the order number, and is useless. How do I get an RMA for my product before the warranty expires?!?. I have been using and buying fitbits for 6+ years, and this will be my last one unless this gets resolved quickly. Can anyone help?

[Odyssey13]

Hi @jcooke64 

here are the support contacts I've gleaned over the years on the forums.

when there is someone available, chat is an option. Phone or Twitter works well, too.

https://myhelp.fitbit.com/s/support?language=en_US 

Support is limited by the number of representatives available at a given time and the hours of operation. Chat lines are open when they have live help.
USA: call (877) 623-4997
UK: call 0800 069 8505
INDIA: call 000 800 050 1057
IRELAND: call 01 691 7502 (country prefix: +353)
Other contact options:

USA: click

Canada: click for options