My experience with Charge 5 and Customer Service

[marlymac79]

I have had problems with charge 5 since June. I have been waiting for over a wk for a response to get thing sorted. Basically every time I updated the device would fail. Customer service is normally the best but I'm disappointed I'm now being left. I sent back the whole device with the option of a whole new device and haven't heard back. Has anyone else had proble.s like this TIA

Moderator Edit: Clarified subject

[MarreFitbit]

Hello there, @marlymac79. Welcome to the Fitbit Community Forums. Thanks for the details provided in your post. We‘re taking your comments and sentiments in regards to our products and services into consideration.

We are sorry for the delay in getting back to you. As you might have seen in the pink banner, we're experiencing high contact volume right now and estimated wait times are higher than normal. With this in mind, I'd advise you to wait until our team gets back to you instead of updating your case as every time you try reaching out to them you're sending your case back to the queue which make the waiting time even longer. 

Nevertheless, please note this kind of inquiries is handled with our Customer Support only. Since you have reported this matter to them already, please note there's nothing left we here in the community can suggest other than waiting for them to update you regarding your order status.

As advised, you’ll receive an email with your tracking information. If your email address is associated with a Google account, you can check the status of your order there. 

[marlymac79 · Accepted solution]

Thank you. 

[Amesred]

I feel your pain. My Charge 4 broke in what is clearly a common way. My 5 is brand new and I find out it has a unfixable battery issue. The company I bought it from won’t do anything because they didn’t make the watch. Fitbit won’t do anything because they didn’t sell it to me. How bought stop selling defective products. I am so disappointed. I love. Fitbit. And now like so many of you, stuck with a watch that doesn’t work. 

[marlymac79]

Hi Fitbit team. I am still waiting on a response email. Regarding replacement. I have now been without a device or response since August. I don't want to leave fitbit and I'm using a temporary device...which is not what I would like. Please can you look into this for me. 

[RiekoC]

Hello @marlymac79 

Please follow up directly with Fitbit support. If you got an email from them, respond to that email. If you have a case number, include that. You may need to follow-up with them until you get a response.