Charge 5 replaced due to it no longer working

[John2023]

I have tried to have my Charge 5 replaced due to it no longer working. I have contacted Customer Service via chat and phone. Both times I was told that I would receive an email with instructions. Now it is day 6. I know that I'm not the only one to experience this. I really regret choosing to buy another Fitbit. This has been a bad experience all around.

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @John2023. 

Thank you for sharing all these details about the inconvenience you've been having with your Charge 5.

I'm sorry to see that you experienced this problem and that you had to contact the Support team several times. I've been informed that you were able to get in touch with them again for further assistance with this. In this case, they will let you know how to proceed and I recommend that you continue the communication with them. 

[John2023]

I'm glad that you are quick to respond to my post, but I'm still waiting to hear from someone concerning the replacement of my Charge 5.🤔

[JenElsie]

Same thing happened to mine - I reached out via chat and due to it being under warranty, they sent me a new one.  New one came in the mail yesterday. I plugged into the charger and charged to 100% paired it with my phone via bluetooth, it worked great. Went to bed and then woke up this morning and it was dead - just like the other one I had which this was supposed to replace. I tried resetting with the button on side of charger, tried doing an update and it said the bluetooth wasn't paired, tried cleaning the contacts on my charger.. nothing worked.  So now I am sitting with a dead original fitbit pebble, and now my brain new one dead as well.   The odds of this happening to two of my devices, and to so many people at one time does not seem like regular wear and tear. 

[John2023]

Just as an update, I have yet to receive an email from anyone from Fitbit. I honestly am very shocked to have experienced this type of customer service from a company that was so attentive just a couple of years ago. I even have the extended coverage...LOL. If you are thinking about purchasing a Fitbit device, please reconsider an alternate.

[JenElsie]

Did you try online chat?  It was much faster to get a response that way for me. 

Though I definitely agree, Fitbit is definitely lacking.  They were so much better before they joined Google, now they are just another mass corporation.

[John2023]

I tried chatting with their online support 3 times. Still waiting to hear
back.

[JenElsie]

That's so strange.  I did the chat and they emailed me the replacement form while I was still on with them.  I bought mine in January, so it was still under warranty. The second one they sent me did the same thing, so I did the chat again and again right away they emailed me the form.  - I did find the form in my junk mail folder though. 

Sorry its been so difficult for you!

[Raneale]

Having the same problem with support. First rep said I would get an email. I did not, second said they had to elevate the problem to a special team and they would contact me. They did not. Finally got the email to order the replacement and went through the process. Later called support and was told my case was closed. Again elevated to a “special team”. STILL HAVE NOT HEARD FROM THEM. Rep refused to transfer me to a supervisor. WTH is going on over there??? A simple replacement of a defective product should not take 5 phone calls totaling over 1.5 hours and still no resolution 

No it doesn’t seem normal. Adding to the defective product issue is the substandard support where the customer has to make repeated calls and it’s hit or miss as to whether or not they will do their job

[DavideFitbit]

Hi everyone, thanks for taking the time to share all your feedback and comments about this. 

Please keep in mind that it may take a bit longer than usual to receive a response if your case has been escalated to a different department. If you continue to have the same issue with your device not responding, make sure to continue the communication with the Customer Support team. You should be receiving a response soon. 

In case you need to get in touch with them or to call them directly, you can click here.