Charge 5 not holding a charge

[Carol5570]

So been having an issue with my charge 5 holding a charge.   Called 3 times.  This time I just asked for a new one since I got it in Nov.    WELL, I guess there new policy is you have to send yours back before they’ll send you a replacement, so that means I won’t have one for at least a week or more , just hung up, so frustrating!!  

Moderator edit: subject updated for clarity

[Odyssey13]

Hi @Carol5570  if customer support's taking you through the troubleshooting steps and it's still not holding a charge, then returning your Charge 5 is the only solution. With each case being evaluated individually and since you have the newest Charge 5, they probably need to see it in order to find out what's happening with your device. It's a good idea to call back and get the details on how to return your Fitbit to get a replacement. 

[DavideFitbit]

Welcome to the Community forums, @Carol5570. 

I appreciate the information that you've shared about this issue with your Charge 5 and for confirming that you already contacted the Customer Support team. 

It seems that you already tried all the basic troubleshooting steps to improve battery life. In this case, I do recommend that you continue the communication with the Support team so they can let you know how to proceed. As you mentioned earlier, it may be required to return your device to the warehouse if they do decide to proceed with a replacement process. 

Thank you again for the information and for the feedback provided; our team is always working to enhance your experience and your feedback is a big part of that process. If you need further assistance, don't hesitate to get in touch with the Customer Support team as well. Click here to get connected. 

See you around.