Customer Support for Charge 5

[Denbo2022]

I have opened 2 tickets so far and get the same story. "Have you tried charging it?"  They are a total joke, I asked to speak to a supervisor  and got the same run around. I asked who can I speak to about getting a new one and was told the information would be in an email they would send. I am still waiting for the email that will never come!   

[Odyssey13]

Hi @Denbo2022  a Fitbit Moderator has been notified of your post and should be by to assist you. Could be having two open cases has slowed things down, but I can't say for sure. The Fitbit Moderator can let you know what your next step should be.

[delawareBirder]

I spoke with customer service and was told the highest level was to review my case and I should wait for an email response.  It just came this morning.

Thanks for letting us know about this issue. We’re aware of it and are working to identify a resolution as quickly as possible.
We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

How long have they known about this problem?  This is unacceptable.

[JuanFitbit]

@Odyssey13 Thank you for your message and help. 

@Denbo2022 , A warm welcome to the Community! Thank you for your message. 

Our team informed that you should have gotten an email on Aug 12th. If you don't see the message on your inbox, please have a look into your spam/junk folder. Sometimes the email services move our messages there. 

@delawareBirder , Nice to se you here. Thank you for your message and feedback. Our team informed me that they are aware off your situation and are working on a solution for it. 

I appreciate your patience and thank you for your understanding. 

See you all around. 

[delawareBirder]

@JuanFitbitI hope that they are able to come up with a solution quickly.  My step and calorie counting is being impacted by this problem.  When I am out for the whole day, I can't capture all of my activity which is frustrating.  If I don't see a solution soon, I will be forced to pursue other options... mainly a different brand.  I've been using Fitbit products for 8 years and didn't consider leaving Fitbit until this latest firmware update.

[JuanFitbit]

@delawareBirder , Thank you for your reply and feedback. 

As stated above, our team is working on a solution for the situation. And as you I hope it gets to you very soon. 

Thank you for your comments. 

[Deerman]

I have the same issues. Black screen, will not charge, will not sync and no response to app.   Whats a estimate when these issues will be resolved?

[JuanFitbit]

@Deerman , A warm welcome to the Community! Thank you for your message. 

As every case is investigated individually! I suggest you to get in contact with our team. They'll be more than glad to see if  if your situation is different or need another steps. 

Chat with them or call them. 

Here are our contact options. 

[Deerman]

No answer on the phone line since yesterday.  Always busy.  Whats the next option?  This is a 6 month old charge 5 and its doing nothing.  Black screen. Please advise 

[Deerman]

Got the help I needed.  Thanks 

[JuanFitbit]

@Deerman , Thank you for keeping us updated. I'm glad to read that you got in contact with Support. 

For the next time, if our line is busy, you could try chatting with our team. 

See you around.