Charge 5 would not stay switched on

[EszterB]

Hi Everyone,

I just got a new Charge 5 a week ago. After overcoming the sync issues, now I face a new problem: my tracker simply would not stay switched on. I charge it fully, but after an hour or so, it switches off on its own, regardless of whether I wore it or not. The battery remains full.

I have contacted customer support: after two days I got a suggestion, that I have to change my watch display - I did, and it did not help.  

To resolve the sync issue, I have already switched on/off my watch several times, updated the tracker software, deleted and reloaded the Fitbit app from my phone (Samsung Galaxy 7, with the latest Android operating system), switched on and off the phone too.

Is there anything else I could do, or should I simply return it as faulty?

I am a long time Fitbit user, had Charge 2 for several years. The wrist band holder of my Charge 4 broke and had software issues only after seven months. Now the charge 5 simply does not work. I loved using this product range, but the new versions are really disappointing.

[DavideFitbit]

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

Thank you for sharing all these details about the inconvenience you've been experiencing with your Charge 5 and for confirming that you already tried a few troubleshooting steps. 

I've been informed that you got in touch with the Customer Support team for further assistance with this again. In this case, they will let you know how to proceed, since you already tried all the basic troubleshooting steps. 

Have a good day. 

[EszterB]

Hi Davide,

Indeed, I should tell the end of the story with this issue. Sometime after I posted my previous chat I started another conversation with Fitbit customer care. We run more tests, I answered more questions and in the end, it was determined that I got a faulty device. There was nothing I could do with it. I got a full refund from Fitbit.

Since that was the 2nd Fitbit device I had to return within 1 month, I decided to choose another brand. It's a pity, I really liked the app.

I enjoyed having a Fitbit for the past 4 or so years! I hope they can correct these software issues soon.

Eszter

[DavideFitbit]

@EszterB Thank you for your reply about this. I'm sorry to see that it wasn't possible to resolve the problem and that you had to ask for a refund. I appreciate all your comments and for taking the time to share your feedback. 

Have a great day.