Charge 5 suddenly battery draining too fast (within 1.5hr)

[NPS.]

My mom has a Charge 5. I have bought for her late Jan. From Jan till now, there is a few times the battery drains without few hours. I have managed to resolveve it by following some of the instructions given on the internet. 

But for the past 2 days, I am unable to resolve it and have spoken to the live chat. The only solution she gave me is to wait and keep the Fitbit device and app up-to-date to ensure we receive the quickest resolution. 

She claims that this battery draining fast is a known issue on Charge 5 and they are now in the process of pinpointing the root of the issue and creating an update that may resolve it.I asked how long do i have to wait since its a known issue as she stated. I cannot be just simply waiting and unable to use that device. 

I have already explained the battery drains in 1.5hr, she can still tell me to use the device as normal. which does not make sense. If the charge 5 is having a known issue of battery draining so fast, shouldn't this item be stopped selling until the problem is solved? I am going to wait for their email to see how this can be resolved. 

Moderator edit: format

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @NPS.. 

Thank you for all the information that you've provided about this issue with your Charge 5.  

As you mentioned earlier, some users have found a specific issue with the GPS chip affecting battery life. Please know that the team is working to fix the issue with an upcoming firmware update. If you haven't done so already, please review these standard troubleshooting steps. 

In addition, please keep in mind that some features make the battery drain faster than usual, like Always-On Display or tracking SpO2 data. Make sure you've also tried the these steps if you haven't done so already:

• Try restarting your tracker by connecting it to the charging cable,
• Open the Fitbit app, pull down on the screen to force a manual sync and monitor its behavior in the next days.
• If you use GPS to track your exercise, use the Phone GPS setting to preserve battery life. Make sure to keep the Charge 5 and the Fitbit updated to the latest version available. 

If you need further assistance with this as well or if you already tried all the steps mentioned earlier and you feel the battery draining issue is not related to the GPS feature, don't hesitate to get in touch with the Customer Support team so they can let you know how to proceed. You can click here to get connected. 

See you around. 

[ian.pennington3]

Exactly The same happened to my charge 5, excessive battery drain a couple of weeks ago and got the same answer as you did, tried all the troubleshooting options and no luck so I'm just waiting for an update on the latest software which could be ages, it's very frustrating and unwearable at the moment and charge 5 not even 1 year old

[QKiwi]

I don’t think they can ever fix it. It’s been more than a year already and
a new software still hasn’t been released to fix the problem. I will never
buy a Fitbit again and advise everyone o stay away from it. I can only do
my part to warn consumers.

[LiJaHi]

@DavideFitbit "Please know that the team is working to fix the issue with an upcoming firmware update."

This issue has been going on since at least September last year - that's over nine months! Can you please explain why Fitbit thinks that a firmware update will resolve the issue when evidently they haven't been able to achieve this yet?

[ian.pennington3]

Sooner than better to fix this problem, if Fitbit don't resolve this problem soon, do you reckon we could get a refund or a swap for a new charge 5

[CAK1289]

Its such a joke! they are really the most unhelpful chat service. 

I have been on to two different people who are literally no help. They have a script of answers which basically is "wait for the software update" Will definitely be getting an apple watch the next time.