My 17 mo old Charge 5, running 188.58 firmware, went black screen on 7/17, I contacted Fitbit and went through the 3-pulse restart procedure without success.
Fitbit offered me 35% coupon, which I used to purchase new Charge 5 silver, with shipment scheduled 7/27. On 7/27, I checked order status on Fitbit's website and was told my account didn't have an order. I chatted with Fitbit again to determine status. Fitbit said order would show on website when order shipped.
I chatted with Fitbit 7/31 and Fitbit now says Charge 5 won't be shipped until 9/8 (!!!). I asked to cancel order and order the black Charge 5 which Fitbit said they had in stock. Fitbit said they could cancel my 7/17 silver order, but the 35% coupon could not be used on the "new" order because it had been used already. I asked to speak to supervisor but was informed that "we are all aligned with Fitbit’s policies and processes"
My husband and I have had Fitbit watches from the very start, and have paid for premium each year. Fitbit's response to Charge 5 problems, and their poor attitude toward getting loyal customers a replacement, which some customers are willing to pay for, is beyond belief.
Moderator edit: updated subject for clarity
