Charge 5 no longer worked after a software update

[SunsetRunner]

Bought as a gift for Hanukah. Once it came in after a software update the device no longer worked. Fitbit will not replace the device until the original has been returned and they have tried to troubleshoot it, which they admit could take weeks to months. You would be better served taking the money and throwing it out the window as it would be less frustrating.

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @SunsetRunner. 

Thank you for all the information you've shared about the problem you experienced with the Charge 5 and for confirming that you already contacted the Customer Support team. 

It seems that you already tried the basic troubleshooting steps that are available on the Community forums. We usually provide general recommendations that are useful for most users and updates about specific features, but in this case, since you already tried all the steps suggested, it would be necessary to continue the assistance process with the Customer Support team. I'm aware the shipping process can take some time, but it doesn't take months, it's usually a few weeks if it's required that you return the device first, as you mentioned. 

Thank you for taking the time to share your feedback about the Support team as well. The team of developers is constantly working to improve the quality of products and services and all the feedback received from users is greatly appreciated. 

Have a good day. 

[SunsetRunner]

Thanks, but there is a deeper problem here than a single device. Reading this forum alone should be enough to scare a potential customer away. Even so some may think “it won’t happen to me.” But it does and then you are stuck in the support loop. Send the replacement first as many of us have purchased a broken product or installed a broken update. If you are out of warranty and install a faulty update then the customer is stuck with a token “discount” to buy another product with the same problem.

At least with Amazon I can return it immediately and if so tempted could buy another Charge 5 to replace it and have it all done over a period of 2-3 days, not 2-3 weeks (or months regardless of what has been said). But I am sad to say that I won’t be tempted with Fitbit again. I am sorry to say that after being a Fitbit customer from day 1 it is time to find another fitness watch vendor.

[DavideFitbit]

Thanks again for all the feedback provided about the product and the Support team, @SunsetRunner.  

Have a good day.