Charge 5 heart rate lights very low

[olddawg052]

I bought a charge 5 less than a month ago and I have come to realize that it’s defective product, the heart rate light is very low and does not register, the charge was on for a few hours and did not charge completely, I have had to reinstall the the app a few times and reset the watch every second day, I called for support and the said I would have to send them the unit and they would send one back, when I told Hose that the last charge 4 I had they kept sending me a refurbished one, and I asked not send me a refurbished charge, I was told it’s up to the warehouse, it’s whatever they send me, customer service sucks and I would like a new replacement not a refurbished one seeing that it’s less than 30 days of my purchase, customer service regain my confidence in your product

Moderator edit: updated subject for clarity. 

[Odyssey13]

Hi @olddawg052  where did you buy the Fitibit? Often it is faster to return it to the place of purchase. As for a refurbished product being sent, the warehouse sends what they have available as supplies vary. you can read more about that here -  click to go there.

[olddawg052]

If it was a gift, within the 1st year of the warranty, it’s unfair

Moderator edit: personal information removed. 

[Odyssey13]

@olddawg052  please return to your post and edit out your phone number. These are the public community forums and it's best not to have your contact information in a post. I've asked a Fitbit Moderator to stop by to assist you.

[AndreaFitbit]

Welcome to the Fitbit Community, @olddawg052. I'm sorry to hear about your Charge 5 heart rate sensor.

As @Odyssey13 mentioned, our warehouse sends  what they have available. You can check the Return Policy. Please keep in touch with our Support Team in order to get further assistance.