Charge 5 stopped swiping left or right

[erikagmf]

All of the sudden my charge 5 stopped working. It won't swipe left or right. However, it'll swipe up and down. Tried restarting it from device, form charger and even deleting my data and nothing. Tried changing clock face and nothing. Reached out to support and plain answer was that my fitbit had stopped working and I should acquire a new one after only 2-year of use. Disposable product, ever worse customer service...

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @erikagmf. Welcome to the Fitbit Community Forums. It's sad to hear that your Charge 5 touchscreen has stopped working after 2 years of use, I understand where your concern is coming from. Thank you for taking the time to troubleshoot this issue before reaching out. We‘re taking your comments and sentiments in regards to our products and services into consideration.

Please note that our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy  is set into providing as much coverage as we can. For more information about our warranty, see fitbit.com/legal/returns-and-warranty 

Even though I truly appreciate that you've taken the time to come here and share your experience, please note for this kind of inquiries/cases/process, there's no so much we here in the forums can do for you as this is something that our Support Team handles based on our policies. Nevertheless, please feel free to reach out to them again if you need further assistance or clarification regarding the outcome of your case. 

[erikagmf]

Hi Marre,

Checking, last time Fitbit had to replace th actual pebble was sept 2022 which is way less than two years (pebble had to be replace also for quality issues) I make good use of the tracker and I love th interface which is why I'm still true to the brand. However, the fact that something that looks as a factory defect is not covered is dissapointing. 

[MarreFitbit]

@erikagmf Thanks for getting back and the details you have shared in your recent post. I totally understand where your discontent is coming from. 

Please note that the warranty on replacement devices doesn't start from the day you receive it, the warranty remains the same from the original Fitbit device. I suggest you try clarifying any doubt regarding your defective Fitbit device with our Support Team as they will provide more detailed information about our Warranty Policies. 

Thank you so much for your understanding.