Fitbit Charge 5 replacement

[Alex299792]

The sensors of my Charge 5 were not working. Heart rate sensors were showing no values, EDA scan app says that wrist was not detected, ECG app said error 'please reopen the application', steps were not being counted. I tried everything with the device including factory reset, reinstalling apps, and hard resetting, but nothing worked.

I contacted the support last month and they told me to ship the pebble back to the nearest hub. Today i got a message saying that my issue was closed after the shipping was done and after my Fitbit Charge 5 device was sent to the nearest hub. They did not even give me more information like if it is under validation or repair. Now i do not even have the device with me. What should i do?

Moderator edit: format

[DavideFitbit · Accepted solution]

Hi, thank you for sharing all these details about the inconvenience you've been having with your Charge 5, @Alex299792. 

I've been informed that you were able to get in touch with the Customer Support team again for further assistance with this and it seems they've provided you with some instructions. In this case, they will let you know how to proceed and I recommend that you continue the communication with them. 

Thanks again for sharing all your comments and feedback about this.