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Charge 5 stopped working

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‎08-12-2024 21:05 - last edited on ‎08-13-2024 06:44 by Fitbit Moderator

‎08-12-2024 21:05 - last edited on ‎08-13-2024 06:44 by Fitbit Moderator

Charge 5 blanked out in the afternoon of 7/21/24 after I put it in my pocket for a while. It showed that it stopped stepping around 1pm. Charged at home for a while, updated firmware.  Called customer service three times without any improvements, they got me to factory reset the device and still not working, such as updating steps, etc.  They told me that Charge 5 had a lot of bugs, but still not willing to replace it.

Charge 5 was purchased Sept 2022, it had been charging fine with full usage of around 7 -9 days between charging (10 to 100%).  My prior Fitbit had a replacement, then worked for 3.5 years.  This one is a disappointment, especially, it dropped dead so suddenly.   Any suggestions or thoughts.  I felt that if Charge 5 had been problematic and the Company know about, it should try to keep loyal customers by replacing those that are not working properly.

Moderator Edit: Clarified subject

Best Answer
2 REPLIES 2

‎08-13-2024 07:58

‎08-13-2024 07:58

Hi there, @CDL2022. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your Charge 5 is still not working. We‘re taking your comments and sentiments in regards to our products and services into consideration.

Even though I truly appreciate you took the time to come here and express your feelings towards your experience with your Charge 5 and also want to find a resolution to your issue, my best advice is to keep the conversation with our Support Team. Since you've exhausted all troubleshooting steps, I'd like to share with you that there are no different steps here on the forums that we can provide other than what our team has already provided to you. Note for this kind of inquiries/cases/process, there's not so much we here in the forums can do for you as this is something that our team handles based on our policies.

Thanks in advance!

Maria | Community Moderator, Fitbit


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Best Answer

‎08-13-2024 21:49

In response to MarreFitbit

‎08-13-2024 21:49

The support team's best advice is to replace the Charge 5 with newer model - Charge 6.  He told me many of the bugs were fixed.  My point is that if Charge 5 were so buggy, the company should have update or fix it or extend warranty for the Charge 5 customers.  Is there any additional complaint route open to me?

Best Answer