Hello there, @Jorgepino. Thanks for stopping by in the Fitbit Community Forums. I'm sorry to hear that your Charge 5 is stuck on the Fitbit logo after you updated your device. We‘re taking your comments and sentiments in regards to our products and services into consideration.
I've seen you were offered a discount towards a new Fitbit device and I'd like to take the time to answer (probably) your inquiry regarding why we offered a discount towards a new Fitbit product instead of a replacement of your existing Fitbit product.
With that being said, please note our limited warranty provides repair or replacement of products that have a defect while still in the warranty period. Your device is out of the warranty period, and therefore is not eligible for repair or replacement, but we want to offer you a discount to thank you for your loyalty to Fitbit.
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, 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.
Thank you so much for your understanding.
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