Charge 5 is Broken. Customer service lacking

[ART555]

I'll start off by apologizing if this is the wrong place to put this. 

I've been using Fitbit products since 2015. But, I'm considering cutting ties with Fitbit and moving to a different platform and the Charge 5 is the device that's making me want to do that. 

Ignoring all the other inaccurate data tracking issues, I was at least able to reliably use the device as a watch that needed weekly charging. Recently, even that stopped working. 

I started to use my Charge 5 in December 2021. 

In June of 2022, the device went into a restart cycle where it would keep restarting. I contacted support about it and they shipped me a used "factory refurbished" device that was clearly well-worn. This was well within their warranty terms and I went along with it. I contacted their support line and the person I spoke to assured me that this is "like a new" device. And if I had any problems, I should just contact support. 

In January 2023 (6 months later), this "like a new" device started having battery issues. The battery life kept dropping week by week. Now, it barely holds the charge for 2-3 hours. So, I contacted support again and they ended up offering me a 35% discount on a new device because I'm no longer within the 1 year warranty period.

When I tried to explain my situation and have a conversation with the customer support rep they were just unprofessional. They ended up copy-pasting some canned responses and left the chat. For the sake of transparency, I will paste the whole chat here and admit that I was a bit confrontational myself. My excuse is however that I'm a distressed customer. 

I've been using Fitbit Charge 5 for 14 months. I've gone through 2 devices now. The device's reliability as well as the poor customer support experience is making me consider something else. 

Moderator edit:  removed personal information

[SunsetRunner]

I am also actively looking for a nonfitbit replacement 

[Leonardisimo]

Same here 13 months of use. Suddenly logo looping and not able to reset it. Poor CS, canned answers, offered 35% discount to buy again a poor product with poor customer service and poor software. 

[Barryfla55]

My charge 5 quit working correctly after an update that Fitbit pushed on it. Within 2 months of the update it would no longer work at all. It shows that it charges all the way up to 99%, but when I unplug it the battery is completely dead. What they call customer support said well you can't expect it to work after 13 months, it's out of warranty. That describes Fitbit to a tea, 1 and DONE!!!! One year of warranty gets you one year of a working product then dead, oh but we want you to buy another P.O.S. so we will give you 30% off. How about NO, I would rather burn my money than to buy another P.O.S. from Fitbit that works for 12 to 13 months then dies.

[ABitNotFit]

Have the exact same issue as Barryfla55....since mid Feb, when i put my Fitbit onto charge, shows it charging, shows it charged to 100% and then battery goes to zero as soon as I unplug it .....this was a July 2022 replacement for my previous Charge 5 (so under a year) which had the broken 'band latch' issue and it failed a week after my annual premium subscription renewed at the beginning of Feb and just before Google decided to depreciate that premium membership...so now I have no device with which to access the depreciated premium subscription that i am paying for until Feb 2024.......Google you've got a long way back from here to anything like reasonable customer service...and this was my 5th Fitbit device.

[ART555]

Want to know the best part? They are still pretending like this isn't happening. If you check other threads in this forum you will see that this is a fairly common issue. Not only are they not willing to acknowledge it, but they are also just trying to get us to stop by offering a discount. 

This is making it pretty obvious that Google is trying to just kill Fitbit. 

[Catsonthestreet]

The EXACT same thing has just happened to me. Bought it in Nov 2021, needed a critical repair in Sept 2022. They replaced it. Now in April 2023 the battery dies within a couple of hours and they say sorry your loss, here’s 35% off 🙄. Ridiculous that their replacement barely lasted 6 months. The customer service agent was apologetic (and not her personal fault) but this is ridiculous. I will never trust the quality of Fitbit products again.

[Barryfla55]

My first one didn't last that long, and then the new update trashed my
replacement. Also like you said they only want to give you a b.s. amount
that they want you to use to buy another shtbit. Why should anyone want to
trust them again.

[Laineybin]

Me too! I’ve never made it a year and the device needs to be replaced - it’s currently stuck on the logo and I’ve spent over an hour trouble shooting. Time for new brand I think 

[Anita9304]

This is my 3rd Fitbit device.  Have had charger5 since Feb 2023 and it stopped working.  Stuck on logo screen.  Customer service support said they would look for the warranty. After reading other’s issues with replacements will have to bite the bullet and look for a different product outside the Fitbit line. 

[MorganTennis]

Same! Two Charge 5s have completely stopped working on me over the past 15 months. I think I'm just done now, I canceled my premium subscription and don't plan to try to go through customer service to get a third device.

[Jazzywoo90]

This has just happened to mine too. 3 days out of the 12 month warranty! Got to make me think they are only designed to last just over a year to then have to buy a new one. Sorry to say this will be my last after having a Fitbit since 2012. 

[Jus10pa2]

I’m also on my second charge 5, and it just stopped working today. I’m done with Fitbit. 

[Walkerman003]

Battery issues after only four months. Fitbit customer service is a joke!!!  Will never buy a fitbit again!!!  Stay away!!!

[Walkerman003]

Mine only lasted four months.  Customer service????  Hahaha. What a joke!!!  Never buy from this company!!!