At the beginning of March 24 my Charge 5 started to holds the charge much shorter than before ( from around 7 days after full charge to barely 1 full day). I contacted support, made their checks and confirmed it was indeed not working properly and still under warranty. I follow the instruction and ship it using the label Fitbit provided, on the 11th. On 14th I get an email that the package has been received and all is in order, so the replacement shipment process starts here. I receive an RMA and a DHL tracking code that will never get updates (still says "sorry you request cannot be processed"). I wait around a week and no sign of change retrieving info from the tracking code, so I contact Fitbit support. They say Google support handle deliveries, so I contact them. They say they cannot help because it's Fitbit team. Here I start thinking I will probably never see my device again. I contact both teams multiple times, my requests are escalates. Emails are sent, I even receive a confirmation a new replacement has been shipped on 21st, but I haven't received any RMA or tracking code to this day regarding that further shipment. I contacted Fitbit support this morning again, they firstly told me again that Google handle these shipment issues, but after reiterating that google says the same towards Fitbit, they asked me some data and told me they would escalate again (I have lost my hopes escalation would work at this point tbh); after several hours from the conversation I have not received any email regarding this. In the meantime, I contacted Google, they say they don't have the tools to help me this time, telling me to select some option during the support request creation, which is a new entry in this kafquesqe replacement process.
I wanted to share this so potential customers know what they can end up in, not for hopes to get my device back...I believe it's gone forever. bye Charge 5, it was a pleasure when you were working ok.
