Charge 5 screen is frozen

[151617]

Bought my husband a Charge 5 for our anniversary late June and now it doesn't work. Screen is frozen and only half of the clock face shows. Tried the restart etc. Fitbit says they don't yet have a fix for the problem I am to just wait it out (probably by then my 45 days for return will run out). They won't give me a refund unless I pay to ship it back and that they would replace it with another Charge 5 that will probably have the same issue. So much for customer service and warranty. 

Moderator edit: updated subject for clarity

[EdsonFitbit]

Welcome to the Fitbit Community, @151617.

I’m sorry to hear about the difficulties you experienced with your husband's Fitbit Charge 5. Thank you for trying to get them resolved before contacting us.

If after following the instructions provided by Customer Support you continue having the same problem, please let them know. I'm pretty sure they will do their best to provide a high level of support. Thank you for your patience while dealing with this situation.

Have a nice day.

[151617]

I wish that was true but I have spoken with three different people in customer service and none of them had any instructions to follow. The first said we'll send you an email. When I asked what would be in it she would not say. The email said we don't have a fix you'll have to wait it out. Very unprofessional if you ask me. So basically, just stare at your frozen, half missing screen for an unknown length of time and that's the best we can do for you. So, I called back and said that that was not acceptable and that I wanted to send it back for a refund. After all, it was under 2 weeks old and under warranty. That agent said they would send another email with instructions. We did get an email -- asking for our information and that a shipping label would be sent. A week later I emailed again saying we had not yet received the label. No answer. I called and get yet another agent who said that if we wanted to send back the Charge 5 it would be at our expense and that the warranty was only for replacing bands etc. They would, however, replace it with another Charge 5. This seems rather like a waste of time as it is the same unit with the same problems. Sent from my Galaxy

[EdsonFitbit]

Thanks for your response, @151617.

Our team is constantly working to improve our products and services. Your feedback is highly appreciated.

Have a nice day.