Charge 5 water damage

[FitbitUser0713]

I am writing to express my profound disappointment and file a formal complaint regarding the misleading waterproof claims made about Fitbit devices—claims that have resulted in a completely dead device and significant frustration.

I inadvertently wore my Fitbit [insert model] while swimming for only 15 minutes. The device is now completely dead and will not power on. I have tried all of your suggested revival methods from your support documentation over 60 hours, all to no avail. The device is irreparably damaged from what should have been normal use based on your marketing claims.

What troubles me most is that this appears to be a widespread issue. Your own community forums are filled with similar complaints from customers who feel deceived by waterproof claims that don't match reality. Multiple users describe this as a "ripoff," and frankly, I'm inclined to agree. This is not an isolated manufacturing defect—this is a systemic problem with how Fitbit products are marketed versus how they actually perform.

I am old enough to remember when Google started, when your company motto was "Don't be evil" and you built your reputation on integrity and trustworthiness. You positioned yourselves as different from other corporations—honest, transparent, user-focused. That Google would never have allowed such blatantly misleading product claims to persist while customers complained in your own forums.

What has happened to that company? This kind of deceit doesn't just affect Fitbit's reputation—it damages the entire Google brand. Any customer who experiences this betrayal of trust will think twice before purchasing any Google product or service in the future.

I am requesting:

1. An immediate full refund or replacement with a device that actually performs as advertised

2. A formal acknowledgment of these misleading claims and a plan to correct them

3. An explanation of how Google plans to restore the integrity that once defined your brand

I expect a substantive response within 7 business days. This is not just about a Charge 5 device—it's about whether Google still values the trust of its customers

Cc. Federal Trade Commission

[Odyssey13 · Accepted solution]

Hi @FitbitUser0713  the Charge 5 user manual (click for direct link) states that it is water resistant to 50 meters. It doesn't say it's waterproof. 

Is this the same Charge 5 that you posted about July 19, 2023 wanting a refund for an item that was given to you for a clinical trial?

These are the community forums, a peer-to-peer user forum. Don't expect a response from the company itself from a post here. You need to get with Google's customer support, not a customer based forum. 

[FitbitUser0713]

Who are you? Why are you a legend? Because you're a company shill? Do you have a name? Is 50 meters more or less than a 5 foot pool? 

[Odyssey13]

@FitbitUser0713  I have never been an employee of Fitbit or Google. What I am is part of the Google Fitbit Product Experts - click to learn more

Community Legend is a rank - click to learn about ranks on the forums

[EstuardoFitbit]

Hello @FitbitUser0713, thanks for bringing this to our attention. @Odyssey13 Thank you so much for always providing such useful information!   

@FitbitUser0713 I truly understand your perspective and the deep frustration this situation has caused. You can be sure that we take your feedback seriously.

Our support department has informed me that you have already filed a claim with them. As Odyssey previously mentioned, we in the community forums do not have the authority to speak on behalf of Google regarding corporate policies or future product plans.

Our support team is the only department equipped to handle this at the level you're requesting. I encourage you to keep that conversation open with them to ensure your concerns reach an appropriate resolution.