My husband ordered the new Charge 5 in Nov. 2021 as an early Christmas gift for me. It worked great until the recent software upgrade (July) at which times I began having issues, it would randomly show the FitBit logo & freeze entirely (no stats would show, wouldn't sync, wouldn't charge...). I tried troubleshooting, removed FitBit app from my phone, removed device from my app, reset via device & charging cord many, many times, changed clock face...finally I decided I had to send it back & FitBit Support offered me pre-paid label to do so. I sent the broken unit on July 29th via their pre-paid label & this morning learned it was only due to arrive to their facility in Chino, CA today. I live in Boston but seriously taking >2 weeks to arrive? Now I have to wait for them to receive the broken unit & process a replacement & ship that back to me (another 5-7 business days + 1 or 2 for the processing). All in all, I will have been without my Charge 5 which is only 8 months old for 4+ weeks before I see a replacement. In contrast, when I order something from Amazon that breaks, they ship me out a replacement & label to return the broken item & I return it. AND, if I had purchased from a retail store, I would have walked in with a broken unit & out with a replacement unit. FitBit needs to do better & spring for overnight or 2-day shipping so that there isn't such a long lag time when FitBit users are returning a broken Fitbit which comes down to poor manufacturing of the unit in the 1st place. I appreciate the FitBit Chat which was fast & efficient but the 4 week wait time is completely unacceptable for a replacement unit.
Moderator Edit: Clarified subject
