Introducing Charge 5 Firmware Release - Version 1.171.50

[FitbitCommunity]

We’re excited to announce that a firmware update for Charge 5. Some of you might already have this update available. If you installed it, let us know what you think!

We release updates to customers in phases. If you don’t see it, check the Fitbit app in a few days, and you’ll see a message when you can install the update. We appreciate your patience while we get this update to all of our customers. 

WHAT’S NEW AND FIXED

See What's changed in the latest Fitbit device update? for release notes.

HOW DO I UPDATE?

See How do I update my Fitbit device? for step-by-step instructions for updating your Charge 5. If you run into difficulty updating, see Why can't I update my Fitbit device?. 

We’re interested in hearing your feedback on this update! Let us know what you like! If you encounter unexpected behavior during or after your update, please post the details below.

[radesix]

Its ironic that you are the one encouraging people to calm down.

The original poster you responded to simply assumed there were better faces and was disappointed to find otherwise.

I've been living with the Charge 5 for a year.  Calmly and patiently logged a feature request for a stats heavy face, along with many other people. Calmly and patiently waited for the update that touts the most requested feature of the past year, only to have the device rendered inoperable. Even if operable, a dud face that didn't resonate with anyone.

I get the impression that you are on the dev team for this disaster thus the personal angst that comes across in your post.  If you are on the dev team, read these threads and address some of the issues in the next sprint.  If you are not on the dev team, just chill. If there is ever a time when a customer has a right to be frustrated with a company and product... its this one.

[Talahthas]

---

@radesix wrote:

Its ironic that you are the one encouraging people to calm down.

The original poster you responded to simply assumed there were better faces and was disappointed to find otherwise.

I've been living with the Charge 5 for a year.  Calmly and patiently logged a feature request for a stats heavy face, along with many other people. Calmly and patiently waited for the update that touts the most requested feature of the past year, only to have the device rendered inoperable. Even if operable, a dud face that didn't resonate with anyone.

I get the impression that you are on the dev team for this disaster thus the personal angst that comes across in your post.  If you are on the dev team, read these threads and address some of the issues in the next sprint.  If you are not on the dev team, just chill. If there is ever a time when a customer has a right to be frustrated with a company and product... its this one.

---

You're right in some things of your recent post. As I am the one to be calm in this case, I try to give others a different point of view.

This thread is all about difficulties of some users with the latest firmware update. Users can get angry about software issues. Users can get desperate about them. I know that. I experienced that quite often. And you have to learn to get calm while tracking down those problems to stay in this job.
But those users then often complain about other things just to vent their anger. And that's what I want to defuse with my recent postings.

And, no, I'm not associated with Fitbit other than being a Fitbit user for quite a while, besides having used Polar devices, Garmin devices and others.

[radesix]

I think one thing to keep in mind about "cross-topic" posts in this thread is that the bungled firmware was supposed to include new faces and I think people were expecting at least one stats heavy face.  

What you perceive as off-topic venting in some ways actually is a part of this topic as the title of this thread is: Introducing Charge 5 Firmware Release - Version 1.171.50

So yes, this thread is about the firmware release - which morphed into a battery problem thread - which tied back to the original battery problem - and also includes venting and frustration about the lack of actual features delivered in the update - venting and frustration about the lack of communication and acknowledgement from the vendor - venting and frustration about the return process, and so on.

IMHO its all relevant to this specific release and topic.Could people state things differently? Sure, but recognize that not everyone handles frustration the same - and quite honestly - folks have a right to be frustrated here from several different angles.

[radesix]

For those wondering how long the replacement might take... about 3 calendar weeks for me.  

I logged the original request for a shipping label on 8/3 and it just arrived in the mail on 8/23.  

[Catwoman777]

Don't use the shipping label. It took 3 yes three weeks for them to receive

it. Pay the $$ and they can receive in 5 or less days

Moderator edit: format

[Sapphire3113]

I've done all the things you recommend and my fit bit is dying in 2 hours or less. I got it for Christmas; it's not even a year old. I'm so disappointed with this Fitbit. It's useless!

[delawareBirder]

@Catwoman777  I hope my experience is better.  I dropped mine off in a FedEx box yesterday afternoon using their pre-printed label, and the estimated delivery date was just updated to 8/29/22.  I hope that is accurate!

[Erik1960]

I am in Philippines and I think the fitbit needed to be shipped to Singapore according to the label. It took three days only, using their label.

Erik van de Ven

Moderator Edit: Personal info removed

[Andreeks]

Everybody had the chance to get informed prior to buying, true. But later updates are usually released to improve functionality and answer to community requests. If both of these cannot be addressed in the proper manner you're just going down. That's how it works. I bought a Fitbit because their devices are meant to be the top for fitness people, instead we get faces with colored lines and no numbers. Whoever takes sport a little seriously and wants to track their activity knows how much numbers are important and both this touch screen and faces make you lose time during any workout. They just made a blunder and don't want to admit it, that's what makes me think twice about buying the next Fitbit. I actually already decided I'll switch to another brand.

[thouse3]

Contact the help line, they will replace it.

Sent from my Thouse iPhone

[Catwoman777]

Yes!!!!

[DavideFitbit]

Thank you for all your comments and for sharing your different experiences with the update. It's good to see that many of you were able to get in touch with the Customer Support team and have received a replacement device. 

The team is aware of the numerous reports from users experiencing issues with the battery life and the display. The Support team will need to make sure that all basic troubleshooting steps have been exhausted, but I do recommend that you continue the communication with them of you already tried the steps suggested earlier and you continue to experiences the same problems. 

Regarding some of the comments about the implementation of certain features or other clock faces, the best place to make your voice heard about this is the Feature Suggestions board of the Community, since this section is regularly monitored by the team of developers. I recommend that you look for a specific idea to confirm if it's been posted before and add your vote and comments. This is always helpful for the team to continue to track popularity and demand over time. 

See you around. 

[radesix]

Thanks David...

Is this the same Feature Suggestions board of the Community where 717 suggestions (and thousands of upvotes) have been made about clock faces since September of 2021? If so, I'm not sure the development team is actually monitoring these threads.  Perhaps you can bring this to their attention?  These threads were all started last year and are almost a year old.  

Feature Suggestions: Charge 5 Clock Faces 

Collectively there are over 2000 upvotes specifically for more Charge 5 clock faces in the threads below alone.  

Including specific threads such as: 

Clock face stats without scrolling Charge 5 

More clock faces for the Charge 5 

Charge 5 Heavy stat clock face 

Fitbit studio for Charge 5 to create clock faces 

[4-0]

Agree..don't do it!!

Yes....tried that numerous times and thought it was just a matter of time before the fix occurred but now I am over a year from purchase date and likely you will say;

"too late."

[Catwoman777]

Yes

[4-0]

Thanks for your reply.  I think their policies have changed. You can not get customer service as I and others are experiencing. Sent from my Verizon, Samsung Galaxy smartphone

[Catwoman777]

agree on all points

[cfsFit]

I don't want an upgrade to premium service, free or otherwise.
I just want my Fitbit and any future updates to work.
I would like to see more extensive update testing before updates are offered, so that any version of a device will not be virtually destroyed by installing them.
And if it's not feasible to come up with a new firmware version that will work for all Charge 5s, I'd like Fitbit to offer to replace the ones that are vulnerable with another device at no cost to me and the rest of us who have been impacted.

[Talahthas]

---

@Devonian wrote:

Congratulations on your clarity of thinking,  doubtless stellar career in IT and impressive list of Fitbits owned.

Here’s another collection of dissatisfied people who would benefit from your sage advice:

https://community.fitbit.com/t5/Feature-Suggestions/More-clock-faces-for-the-Charge-5/idi-p/4976617

---

You simply misunderstand a very important point: The people who were posting in the thread you've mentioned have no reason to be dissatisfied. Instead they have wishes for further improvement af a product they have bought as is. There was no promise by Fitbit to offer any further watchfaces for the Charge 5 when they bought their devices.
So any watchface Fitbit offers is to be considered a gift.

[SteveCDN]

I think that’s implied…

Steve

Sent from my iPhone