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My experience getting Charge 5 replacement

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‎10-26-2023 21:43 - last edited on ‎10-27-2023 10:47 by Fitbit Moderator

‎10-26-2023 21:43 - last edited on ‎10-27-2023 10:47 by Fitbit Moderator

Hi, my Charge 5's battery stopped working properly. I would charge it and the battery would drain within a few minutes. There were also issues with the screen going dim/not functioning. I contacted customer support through the Fitbit app and they conducted a battery examination.

They said my Charge 5 was still covered under the warranty and sent me a link to fill out a form for a replacement or 50% discount for another device. I filled out the form but when I would click on the "Continue" button, nothing would happen. I contacted the support team again and they sent me another link and suggested I clear my cache, try the link on different devices, etc. I tried the new link and the same issue happened. I cleared the cache, tried submitting the form from different mobile phones, different laptops, different Wi-Fi, and it never worked.

I emailed the support team back and they said they had closed my case since they hadn't heard from me in a while. 

Has anyone had a similar experience? If so, what steps did you take to solve it? I do not know why they sent faulty forms both times. It almost seems like an intentional roadblock to stop people from receiving a replacement so that the warranty expires. 

Moderator Edit: Clarified subject

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2 REPLIES 2

‎10-27-2023 10:52

‎10-27-2023 10:52

Hi there, @MamiC. Welcome to the Fitbit Community Forums. I'm sorry to hear about the inconveniences you've been having to get your Charge 5 replacement. We‘re taking your comments and sentiments in regards to our services into consideration.

Even though I truly appreciate that you've taken the time to come here and share your experience, please note for this kind of inquiries/cases/process, there's no so much we here in the forums can do for you as this is something that our Support Team is in charged to handle. With that being said, the best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

We really hope your issue gets solved soon. 

Maria | Community Moderator, Fitbit


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‎11-03-2023 06:37

‎11-03-2023 06:37

Mine died too! But fitbit just told me to buy a new one and gave me a 35% off coupon, even though they are the ones sending out the firmware update that bricks devices :'( I'm so sad

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