Feedback about Charge 5 and Support team

[MACMU]

Only after a month of use, Charge 5 is only counting steps when I make an effort to swing my arms and the sleep score has become erratic.

I went through 5 chat support agents only to be strung along to wait for app updates that they expect to resolve the issues but never did.

Chat support 1: I was told to wait for the app update that will be completed tomorrow. App update never happened.

Chat support 2: Was given a case number.

Chat support 3: Was assisted to clear data on Fitbit.

Chat support 4: Escalated my case to a "special team" and was told to wait for an app update that will be completed in a week through email. Finally got the 4.04 version available in my region. Did not resolve the issues. Firmware was still at 188 contrary to the pinned post on this forum. I sent an email back only to found out that my case number was closed because I didn't interact with support for a week. Because I was waiting for a week as instructed.

Chat support 5: Agent could not reopen my case because of their "system." Wanted to assign a new case number to me and transfer all the information from the old case number. Started asking me about details and to do steps that I've already done right before I contacted them. I was beyond frustrated and agitated at this point. Agent matched my energy and started being catty with me, haha. Agent wanted to just send me an email and wait for the instructions there. I asked why not just let me know the instructions now. I was also told that there's yet another new app update that I need to wait for that's supposed to be completed tomorrow.  

That's when I finally decided that I was waiting for nothing.

I'm planning to head back to the store today to return the product that I very happily bought in October 2023. I made the decision based on Fitbit's reputation for accuracy, battery, etc. but it did not cross my mind to consider Google's reputation of killing off products of their acquisitions. I saved up for this product; this is not cheap in where I live. Warranty does not cover cash refund. I guess I just want to share my experience as this is really upsetting to me.

Moderator Edit: Clarified subject 

[Odyssey13]

Hi @MACMU  just curious what store would take a return after nearly two months. I'm in the USA and most stores are 14 days at the most for a return.

[MACMU]

Hello @Odyssey13, I live in the Philippines. The store's warranty supposedly covers a year (if one didn't buy it on discount). No cash refund, just item replacement or different item/s that cost as much as the original item bought. I have to wait for their head office's assessment though. 😕  

[LizzyFitbit]

Hi there, @MACMU. @Odyssey13 Thanks for your help.

@MACMU Thanks for the detailed information about your Charge 5, and sharing the steps you have tried to resolve the issue. I understand how frustrating this situation has been for you, and I apologize for any inconvenience this has caused you. We're constantly working on our products to ensure that you have a positive experience with them, and your feedback is valuable in helping us to achieve that goal.

I'll be sending your posts to our Support team so they can investigate your case and evaluate your options. You'll receive an email from them shortly, so please make sure to keep an open communication with them.