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Charge 5 not counting floors

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‎11-13-2023 04:37 - last edited on ‎11-13-2023 07:23 by Fitbit Moderator

‎11-13-2023 04:37 - last edited on ‎11-13-2023 07:23 by Fitbit Moderator

I have had Fitbit Charge 3 and Fitbit Charge 4 and used them a lot as a trail runner and mountain hiker. My last two Charge 4 broke off at the connection of the wristband, so I was promised to get the two replaced. First of all, I only got one replacement, and secondly, it was replaced with one unit of Charge 5. Since the altitude is extremely important in my kind of training, it is shocking that Charge 5 doesn't register altitude/floors. 

Please send me my second unit asap, and make sure it is a Charge 4!! 

Never seen such a downgrade, and with no mentioning of it anywhere. I have been contacting support and restarted, reinstalled, deleted user info and you name it.. then it suddenly comes; your unit doesn't register floors. case closed.

 

Moderator Edit: Clarified Subject 

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‎11-13-2023 07:21

‎11-13-2023 07:21

Hi there @KnutHD. Welcome to the Fitbit Community. 

Thanks for sharing your story with us. 

It makes reasonable that you would be concerned about the situation that you find yourself in at this time. There aren't many options for me to help you, even though I truly want to. My best advice is to take some time to describe the situation to our support team so they can look into any options for you. This is the only way you will be able to resolve this.

As an aside, let me say that replacements are provided according to availability at the time you ask. I hope we can get you back on track soon. 

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