My experience with Charge 5 and Customer Service

[Jonty_L]

Went for a quick swim.  Charge 5 wasn’t working afterwards.  Wouldn’t charge.  Wouldn’t reset.  Less than a year old.  I had bought the watch through Fitbit, so Customer Service couldn’t wriggle out of their obligations, and quickly agreed to replace it.  Much chasing over the last couple of weeks and they still couldn’t tell me when it would ship.  

Finally, just now, exactly five weeks after it broke, an email telling that it's on order. Then the small print.  Shipping date 29 September.  Another month away.

Not impressed. I hope this delay means they've sorted any issues with battery life, which many others in this Community Group are complaining about I see. And that the software update has been fixed. (Ditto.)

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Jonty_L. Welcome to the Fitbit Community Forums. Thanks for the details provided in your post about the inconvenience with your Charge 5 replacement. 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.