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Disastrous updates and Awful support for Charge 5

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‎03-26-2023 20:33

‎03-26-2023 20:33

Hi 

I’m writing here to express my frustration with Fitbit and I hope it can help other people.

I have a Charge 5. 

Fitbit has sent an update that caused the screen of the Charge 5 stop working. Faulty update!!!

This is well documented and discussions about it in Fitbit community and outside can be found.

I contacted Fitbit support and the agent tried to help me install a newer update that was supposed to resolve the previous problem.

The new update didn’t work and my device stopped working completely.

Then the agent escalated me to another team and I had to wait for an email.

The new email mentioned that the device is out of warranty and they can not do anything about.

So frustrating and disrespectful. Fitbit can not send faulty updates no break the customer device and take no responsibility for it.

Firstly this is not the way to treat a customer.

Secondly, Is this like a new business model? Fitbit sends faulty updates to the devices that are out of warranty and makes them stop? So customers have to buy a new one?

completely disappointed on Fitbit.

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2 REPLIES 2

‎03-26-2023 21:33

‎03-26-2023 21:33

I also have a Charge 5. It also quit working after a software update. However, mine was still under warranty, and Fitbit sent me a new tracker within 5 days. It works as well and possibly even better than the old one. 

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‎03-28-2023 05:48

‎03-28-2023 05:48

My experience is essentially the same. Mine needs to update but is unable to the gets locked on the circled X screen. Fitbit (lack of) Support doesn't even try to help me with this only pointing out I'm 4 months out of warranty. They offered a 35% discount of a new one. 35% off a list price which is more than every other retailer. I'll never buy Fitbit again, and I had 4 good years with a Charge 3 before going to the 5 and got 16 months with that. 🤷

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