Fake warranty

[Cari_kat7]

I’m absolutely disgusted and in shock at the pathetic customer care service. I have been using fitbit my entire life and I’m gonna switch over to Garmin now. Last year in April, my new charge 5 stopped working (still under 12 months warranty), it completely died and after trying all the steps to get it on, it was clear that it was completely broken. I contacted customer care and they said since the product is still under warranty, I can either buy a new product and pay the difference of how much more it is priced than the charge 5, or I can buy a new charge 5 with no costs. So I decided to just get the same charge 5 as I enjoy the product. Now a few months later, my new charge 5 did the exact same thing as the previous one, it’s also still under 12 months warranty. I reached out to customer care, they said the original complaint with the previous watch was logged last year in April so it’s not under warranty anymore. So the new charge 5 that I bought does not have a 12 month warranty or was it not a “new” product as stated on the order receipt??!! Was this even a legit “new” charge 5 that I bought or was it a refurbished product without my notice. How can a product that I bought as new not have the 12 month warranty that they state. I’m extremely annoyed, so if I accepted the other offer of buying a different model and paid the difference, would that watch then have had 12 month warranty??

[Talahthas]

Welcome to the Fitbit community, @Cari_kat7!

As much as I understand your disappointment, I'd like to clarify that the replacement Charge 5 capsule you've received is to be considered a spare part. As such it doesn't extend you original device's warranty.
This is standard practice in the industry.