Charge 5 will not hold a charge

[TerryNC]

The battery in my 8-month-old Charge 5 is depleting within 2-3 hours.  I do not have the GPS or any other battery eating process running.  When I contacted Fitbit support, they sent me an email that a firmware update for my issue is being developed.  Meanwhile in order to use my Fitbit I need to recharge it every 3 hours. I guess tracking my sleep is over. I had just obtained my Premium membership and with the battery issue I cannot get the benefit of the membership. I am thinking I should have bought Apple's watch.  Hopefully customer service will see this post and send me a new watch or resolve my issue.  

[DavideFitbit]

Welcome to the Fitbit Community forums, @TerryNC. 

Thank you for sharing all these details about the inconvenience you've been having with your Charge 5. 

It seems that your case is still being reviewed by the Customer Support team and and they've sent you a few new replies with some instructions. In this case, I recommend that you continue the communication with them so they can let you know how to proceed. 

See you around. 

[TerryNC]

Thanks for the response, however I have spoken to the support team 4 times
without any resolution. The instructions each time explain how to save
battery life which is not the issue. My last call promised a call back for
a higher level of support within 72 hours. Right now I have waited 68
hours. I guess I will get a call soon.

Since I have verified that I am at the most current version of the software
and still the battery does not last 3 hours that I need a replacement or
servicing to replace the battery.

I will let everyone know how this gets resolved.

-------------

I am happy to say Fitbit is sending me a new tracker. I believe that a solution for the battery drain will be found. I am looking forward to tracking my progress again. 

[DavideFitbit]

@TerryNC Thank you for sharing this update. 

I'm sorry to see that it wasn't possible to resolve the problem, but it's good to know that you'll be receiving a replacement soon. 

See you around. 😁

[W_D_S]

Why are some people receiving replacements and others just being told too bad and they have to wait for a new firmware to be developed to solve the problem? My Charge5 was only 60 days old when Fitbit destroyed it with their update and there has been ZERO effort from Fitbit to make it right. I want my replacement too. 

[DavideFitbit]

@W_D_S Thank you for sharing your feedback and that you continue to experience this issue with the Charge 5. 

Please keep in mind that every case is evaluated individually and the Customer Support team will need to review your account and make sure all troubleshooting steps have been exhausted. I've been informed that you were able to get in touch with them again and it seems they've provided you with some instructions. In this case, they will let you know how to proceed. 

Thanks again for all your feedback and comments about this. 

[Iamthealphamom]

I’m with u! I’ve had nothing but **ahem** tracker watches and apparently this one’s next on list I’m thinking maybe just splurge on the Apple Watch at least that company will stand behind there **ahem** items

[DavideFitbit]

Welcome to the Fitbit Community forums, @Iamthealphamom. 

Thank you for sharing that you're experiencing the same inconvenience with your Charge 5. 

I've proceeded to send your information to the Customer Support team, but I've been informed that you already got in touch with them and it seems they've provided you with more information. Let me know if you have other questions. 

Thanks again for all the information provided about this issue. The team continues to work to improve the quality of products and services and your feedback is is a big part of that process. 

[TerryNC]

Yes, customer service team provided me with a replacement, and it has been working fine. I am happy with the new Charge 5.

[DavideFitbit]

That's great news, @TerryNC! Thank you for sharing this update. 

See you around in the forums. 😁