How do I get a replacement for my Charge 5?

[C-A-F]

Hi I’m  in the UK and I’m having the same battery draining and not connecting to Bluetooth people are having. I’ve contacted customer support and have been by chat, email and phone maybe 8 times now with the usual replies of check this and that which I have done countless times. I’ve asked to a replacement under warranty as nothing works and the always say to try something else I  already have. I cannot get instructions on how to get my replacement or even a refund!! Has anyone?

Thanks!

Moderator Edit: Clarified subject and word choice

[Odyssey13 · Accepted solution]

Hi @C-A-F  only customer support can authorize a replacement and that is done after you've done whatever troubleshooting steps they have suggested. As for a refund, if purchased directly from Fitbit, there is a 45 day return window. Purchases from other authorized retailers vary, so you'd have to ask the particular shop. When and if you're given a replacement, you'll be given directions on how to proceed. Until then, keep an eye for any emails from Fitbit letting you know your next steps.

[LizzyFitbit]

Welcome to the Community, @C-A-F. @Odyssey13 Thanks for stopping by to help our member.

@C-A-F Thanks for letting me know about your Charge 5, and the time taken while contacting our Support team. This isn't the type of experience that we want you to have, and I apologize for the inconvenience. The feedback shared by our Community members helps us to evaluate our procedures and improve our services. Your comments are appreciated and won't go unnoticed.

I went ahead to check your details and it seems our team already sent you an email with further instructions. If you haven't done so, check your inbox, spam or junk folders and please keep an open communication with them.

[C-A-F]

@LizzyFitbit @Odyssey13 I have now, finally. After 3 contacts by message where I was told it was solved and I would receive the email (and didn’t) or simply the support leaving the chat without solving the problem. Sent emails that didn’t get a reply or the reply didn’t  address the actual problem instead of the promised instructions.  And two lengthy phone calls where I finally lost it and said if make a formal complaint.

I was also told 3 times that it was escalated to warranty.  

Yes I got the email. I just hope the new one doesn’t have the same issues as it’s seems way too many people have the same problem. 

thanks for you reply here. I’m fed up of being told the solution is to keep the app up to date, restart the Fitbit or switch off gps or screen even after I said repeatedly I had done all of that. It was surreal…I’ve never experienced anything like this. 

[GenomeSequence]

I've had a similar experience with support just ending the chat without resolution. The last chat I was advised I need to wait for the firmware fix they are working on! There is no indication of how long it will take. My watch only lasts an hour, forget about starting an activity, it just won't last.

I'm fed up and looking for other brand fitness trackers.

[amvi]

I have had battery issues where it worked fine, lasted 6-7 days and then suddenly drained from 100% to dead in a few hours. They told me that it was a firmware issue and to wait for an update. I read forums here where they've been saying this since early March. No one wants to wait that long for a firmware update! I My replacement is in the mail and on the way to me now. .I suggest you keep hounding them and say "Watch is useless now, please send me a replacement."