Clock stops running and impacts the alarm usage on Charge 5

[abc1392781]

A Fitbit customer since 2015, this is the first time I share something here as I was blown away today how good Fitbit is at what it is doing.

I purchased a Charge 5 last year, and it was delivered 11/26/2022. Starting from the end of November this year, it started to freeze. It did recover on its own or after being plugged in for charging. The problem is not only the device becomes inaccessible,  but also the clock stopped running and the time is messed up after resetting. I have been relying on the Silent Alarm to get up in the morning without waking up my wife. When it fails to go off with an incorrect clock, I missed work. It started out as a random issue with a few occurrences a week. It became worse in the past several days, with multiple freezes a day. After resetting the device a dozen of times and being late to work three times, I finally realized it wasn't a random one-time issue and contacted customer service today.  

I was told the warranty has expired 11/26/023, right before the symptoms began. I am really amazed how artfully and precisely the warranty period was designed that a product would only fail right after it expired.

I was then offered a 50% discount code to purchase a new device. After checking on fitbit.com, I found out that Charge 5 is no longer available and has been replaced by Charge 6. The only problem is that Charge 6 is excluded from the discount code. So a seemingly so generous offer is totally useless to me.

Whoever designed the policies above deserves a big bonus and a raise. A job well done, Fitbit!

Moderator edit: edited title to clarity

[CrisVillaFitbit]

Hi, @abc1392781 Welcome to the community forums.

I understand this situation and thanks for explaining to the challenges you've encountered in regards  to the clock and alarm of your Charge 5.

I was able to confirm you contacted support as you mentioned and they were able to provide you with a solution, if you have any other questions or concerns about that, my best recommendation would be to contact them once again.

Thanks for your efforts and understanding!

[abc1392781]

@CrisVillaFitbit  Thanks for your reply. Yes, I contacted support. The solution they provided was a 50% discount code as I mentioned in my original message. The problem is that the discount code is not useful at all. The Charge 5 is no longer available on fitbit.com and has been replaced by the Charge 6. And Charge 6 is excluded from the discount code. So I am not able to purchase a replacement or upgrade of the defective Charge 5 that went bad right after passing the warranty period.