Feedback about the Community Forums

[Dfatbat]

Dear LizzyFitbit:

I refer to your email on May 14, 2024 to the group.  I have been tracking for months (MONTHS!)  the numerous posts about frustrations that Charge 5 users are having since the firmware update to 194.91.  I myself have had difficulties that have gone unaddressed.  My own particular is that I cannot bring up the exercise detail in the app and need to go to the dashboard to see it - pretty inconvenient given dual factor authentication (which sometimes lags for hours) and the like. 

During this entire time you were absent from these discussions. Not a “we’re working on it” or even a “we hear you”.  Then you appear out of the blue to claim:  “Since the majority of Charge 5 customers reported succesfully updating to Firmware Update 194.91, I’m closing this thread.”  Please provide your proof and documentation for this statement, since I have not seen one post saying that is the case in this community - NOT ONE.  And is FitBit’s measure of customer satisfaction “a majority”, meaning more than 50%?  Really?I? I pay $90 per year for functionality that I have not had for months.

I would ask others to please join me in demanding answers to the numerous questions that have been raised.  I do not mean any disrespect, but I believe this community deserves answers and not a brush off.  Currently, my loyalty is pegged to my historical experience; however, I would like it to be based on my current experience. 

Thanks and I look forward to your response.

Respectfully, 

Dfatbat

Moderator Edit: Clarified subject

[Odyssey13]

Hi @Dfatbat  Fitbit Moderators have the ability to move, merge, edit or close threads, per the Terms of Service by which we agree to abide when joining the community. See section 5. So I'm not sure we can ask for proof or documentation for their decisions. From what I've seen on the public forums, as well as other product forums, not everything can be shared by these companies, as it's considered work product.

[Dfatbat]

Hi Odyssey13:  I appreciate your explaining the rules to me.  I would, however, appreciate a response from LizzyFitBit since they posted the email and made the decision to close the string.  Thanks. 

[MisterMarcoo]

I think your comment makes total sense but there will be no response that you hope for.

The update was terrible. When I got in contact with Fitbit HQ in my country and only explained by phone what my issue was, they immediately said it had to do with the latest update and that they will replace my device. 

So now I have two C5 at home: the bricked 194.41 version and my new one that is still on 188.58. there is no update for that coming in, meaning they probably froze the update process, meaning they know they messed up.

I am afraid we will never get a new software update to fix it because that is how corporate works. You just need to buy the latest device. (Once I am done with waiting on the update I am getting the Garmin equivalent)

[decaturmamaof2]

I'm glad they sent you a new device. The representative with whom I was on chat support told me "shrug - we'll email you a 50% off coupon for a new device". And - of course - no such email ever came. 

[bas_rodriguez]

Dear @Dfatbat,

I totally agree with your words, especially with those that you say would have been desirable to hear from Fitbit, especially with customers who have been loyal for years:

"we're working on it" or even a "we hear you"

It's clear that Fitbit doesn't care about its customers.

[RiekoC]

Hello @decaturmamaof2 

If you are still interested in getting the email with the discount code, you will likely need to be persistent & follow up with Fitbit support.

[bas_rodriguez]

@RiekoC, @decaturmamaof2  I'm a little confused, discount for Garmin or for Fitbit?

If I were to get an interesting discount for Garmin, I would switch tomorrow without any problem. I'm sick of Fitbit ignoring us. I want to pay comfortably again with my wristband. If Fitbit doesn't fix the problem, it will have to be with another brand.

[RiekoC]

Hello @bas_rodriguez 

I don't know of any company that offers a discount for a competitor. It would definitely be newsworthy if they did.

[Ukase]

Nothing you said in reply to the OP is helpful. What you should be saying is, "You know, you're absolutely right! You've paid good money, and you're not getting what you've paid for!" 
The terms of service suggest there's actually a service being provided. If the **ahem** product isn't working properly, there is no service, so no terms apply. 

Fitbit should IMMEDIATELY patch this firmware issue, or send every registered purchaser a voucher for a new one, or a check for the old one. It really is that simple. Fitbit has been historically horrific at quality control. 
When Best Buy refuses to warranty a product, that's a BIG sign that the product absolutely sucks! 

[LizzyFitbit · Accepted solution]

Hi everyone! @Odyssey13 Thanks for your input.

Thank you for taking the time to share your thoughts with us. I'd like to let you know that we opened a thread related to the firmware to announce what was new with the Charge 5 and to keep track of its release. This was done so that we could gather your comments and share them internally with our team. Since the firmware has now been released to all our members, the thread has been closed for further comments. However, you can always open a new thread to receive assistance from the community.

To keep threads on topic or tailed to a specific topic, I'm going to close this thread from further comments. I appreciate your thorough feedback and please know that we take every comment into consideration as we continue to work on improving our devices.