Charge 5 stopped working after one year

[MC5863]

My fitbit charge 5 stopped working recently.  It is within the one year warranty period, but no longer within the 45 day from purchase window.  When I follow the instructions on fitbit's website for warranty service, it just loops me back to the main menu.  How do I return this fitbit since it is still under warranty?

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @MC5863. Welcome to the Fitbit Community Forums. I'm sorry to hear that your Charge 5 has stopped working. I understand your concern, I will do my best to help  you! 

To better assist you, would you mind giving me more details of the issue with your Charge 5 so I can provide with a resolution? Have you tried any troubleshooting steps so far?

Regarding your inquiry about the warranty, 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 

[MC5863]

Yes, we tried many troubleshooting ideas posted on the community forum.  The only one that fixed the problem (temporarily) was actually a post that you shared on Feb 14, 2024.  The steps suggested were:

• Unpair your Fitbit device from your phone's Bluetooth and Fitbit app.
• Unpair other Bluetooth devices that you may also have paired to your phone's Bluetooth settings.
• Force quit the Fitbit app.
• Turn off other Bluetooth connections when not in use. This can help to prevent connectivity issues or Bluetooth interference.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth on your phone.
• Plug it into the charging cable and open the Fitbit app.
• Set up your Fitbit device.
• If there is no connection, restart your Fitbit device.
• Once your Fitbit device is paired and syncing, please proceed to set up your other Bluetooth devices to your phone again.

https://community.fitbit.com/t5/Charge-5/Charge-5-stopped-syncing/td-p/5550085

This worked, but only lasted a few days.  Since then we have tried these same steps several times, with no success.  In addition to the fitbit not syncing to the app on my phone, there has also been an issue with the date and time.  Today it is running 2 days behind (currently at June 6, 2024 at1:30pm EDT) it shows June 4, 2024 at 6:55. While it is currently running behind, over the past month there were times when it was running a day ahead.

I would like to see what can be done while this is still under warranty.  I tried the link you sent.  Under “How to Obtain Warranty Service) there was a link, but that simply brought me back to the main menu. I know I need a return authorization; how do I get that?

Thanks in advance for your help.

[RiekoC]

Hello @MC5863 

You should contact Fitbit support (<-- click link) to start the warranty process. I would recommend calling them over direct message or email.

Based on my experience, support had me repeat some of the troubleshooting steps that I had already done. Once they confirmed that my device was defective, they let me know what my options were under warranty.

Although it shouldn't be this way, you will likely need to be your own advocate and followup if you don't get an email from them as promised. Make sure to keep track of your case #, too.

[MC5863 · Accepted solution]

Hello RiekoC,

Thank you for the suggestion.  I called Fitbit support and the representative I spoke to walked through several steps which fixed the issue.  I am sure I went through these same steps previously, though perhaps not in the exact same order.  In any case, it is now working.  Thanks again.

[RiekoC]

Hello @MC5863 

Thank you for letting us know that Support was able to help you get your Charge 5 working again.

Based on the user reports I've seen, sometimes it takes repeating the troubleshooting steps several times to get the device "unstuck" and working again. And, as you mentioned, it might have been the order of the steps.

If there's any other help we can provide, please let us know.

[Ravindra_Pande]

I had purchased 2 Fitbit Charge 5 here in India in Dec 2021. After 2 years BOTH of them stopped working. Screen blank, suddenly on, then off.... finally both are dead. Sadly there is absolutely NO SUPPORT for Fitbit products in India.... Frustrating! World's biggest Tech company is the owner of Fitbit and no support ! Shocking.... Will never buy any Fitbit or Google Watch ever !

[rrtown77]

Please share the number you used to actually speak with a fit bit rep.

[Ravindra_Pande]

No. Sadly, despite searching a lot there is no service or customer support
or sales or any contact number that's provided by Fitbit on their website.
There is one for the US customers but since I purchsed my Charge 5 (2 nos)
from official Fitbit India online I left high and dry!! Is Fitbit really a
part of Google, the msot cash rich tech company??

[rrtown77]

Ty