Charge 5 won't charge anymore

[NikFrost]

Super disappointed with this product. I got the Fitbit charge 5 in October and it didn't even last past April. The battery won't charge .. and the Google support don't think it's under warranty, they are offering me 50% discount instead of replacement. Why would I pay for a device that won't even last a full year...


Moderator Edit: Clarified subject

[Kennygaines733]

Same with mine bought from Amazon  not a year yet now completely crapped out 

[MarreFitbit]

Hi there, @NikFrost. 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 not charging anymore. We‘re taking your comments and sentiments in regards to our products and services into consideration.

Thanks for your question about why we offered a discount towards a new Fitbit product instead of a replacement of your existing Fitbit product. 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 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. 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! 

@Kennygaines733 Welcome on board. It's sad to hear that your Charge 5 is not charging either. I will do my best to help you with this!

As a first approach, I'd recommend to follow the recommendations listed in this article to improve or extend battery life.  There are a few features that would make the battery drain faster than usual, even in one day. Some of these features are: 

• Built-in GPS (Charge 5 can have a battery life of up to 4 days when using this feature regularly, or up to 5 hours if you use it continuously).
• Always-on display (Charge 5 can have a battery life of up to 3 days when using this feature). 
• Tracking SpO2 (Fitbit points out in this article that you may have to charge your Fitbit device more often when collecting SpO2 data).

If this doesn't apply to you, another step that has been helpful for other users having battery draining problems is the three pulse restart procedure using the charging cable. Nevertheless, since you mentioned you already tried that, please confirm that you performed the restart as described below:

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times within 8 seconds, holding each press for about 1 second.
3. Wait 10 seconds or until the Fitbit logo appears.
4. If the device doesn’t restart, wait 15 seconds to try again.

[NikFrost]

Thanks for your response, however saying that it's outside the warranty period doesn't change the fact that it's stoped working within the warranty period, this is confirmed by my Fitbit subscription tracking. The device only lasted a couple of month and I feel it's important to let the community know about the kind of service they can expect.