Charge 5 wristband issue/ You need to improve your customer service

[TM55]

I had Fitbit Charge 5 watch only for a few months and was initially excited. However, from day one wristband was popping off. Yesterday, I lost my Fitbit, most likely it popped off while I was walking.  

I contacted Fitbit customer service today, and they were less than helpful. They gave me 35% offer and refused to replace. Agent said: “we don't have any previous interaction letting us know about the issue regarding your wristbands.”

I was extremely disappointed with the product and the customer service. I would not recommend the Fitbit Charge 5 watch to anyone. I was a loyal customer for several year and was not planning to leave, but customer service is a key. It sucks

Moderator edit: format

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @TM55. 

I appreciate the information and feedback provided about this inconvenience with your Charge 5. 

I'd like to let you know that our team is always working to enhance your experience and your feedback is a big part of that process. This helps a lot to continue working on improvements to our services and products.

If you have any questions about the information they provided, please make sure to continue the communication with the Customer Support team. You can click here to get connected. 

[Canucktfi]

Check some of the other Charge 5 posts, it is a defect in some of them and a easy fix but I got mine rma/replaced and the new one is fine. The first one definitely was a defect but a sliver of paper fixes it.

Moderator edit: format

[DavideFitbit]

@Canucktfi Thanks for confirming that you've received a replacement device and that it's working properly! 

See you around in the Community. 

[TM55]

Hi Davide,

 Your Customer Support team refused to replace the item. So in my case you did not help. I don't know what more questions to ask as they said NO. 

---------

@Canucktfi See, you have it replaced. I lost mine because of the defected wristband, and Fit Bit is not replacing it for me. However, on many chats customers confirmed that Charge 5 has issues. 

[Canucktfi]

Yeah, mine was replaced because it was still under warranty but also because I didnt lose it. The band kept coming off and the paper sliver in the band fixes it but I wanted it replaced anyway.  They do require to send back the device for rma so maybe that is why they wont replace it.  Try with the purchase invoice/warranty date

[DavideFitbit]

@TM55 Thank you for your reply and for sharing all your comments. 

I'm very sorry to see that you've experienced this problem and that it wasn't possible to receive a replacement. Please keep in mind that every case is evaluated individually. If you have questions about the information provided, you can always reach out to the Customer Support team here. 

Thanks again for taking the time to share your feedback and experience with this: comments from users are always useful to continue to improving the quality of products and services. 

[HeVoss]

Me too. Lost mine today. Fitbit refuses to admit the connectors are a problem on these watches. I used to be a loyal customer. I’ve had 3 different Fitbits, but now I think I’ll see what other brands offer.

[Eaglesprey]

Guess I lucked out so far? Got my Charge 5 last Sunday(Mar 26th-23) from Amazon.ca, but also picked up a Black SS mesh band at the same time.

Concerned at first, as the BitFit package had the tear tab already opened? But everything was there and appears original Fitbit...works great so far.

Swapped out the silicone band 1st thing to this mesh band on Sunday also from Amazon;

https://a.co/d/hjtUmf7 

Took a leap of faith as brand new and NO reviews. Other MFG. Bands reviews also had issues releasing on a Charge 5.

6 Day's in....not a single pop out from my tracker, even after numerous snags/hits of the tracker. A few times the magnetic clasp released to compensate for the hit.

And unlike other SS mesh brands reviewed on Amazon.ca, this actually has decent rounded edge links which don't snag clothes easily, breathes well(no rash) and the magnet holds well...if you remove the thin protective plastic film  FIRST!

Highly recommended, though sold out I see in 6 days currently!