My experience with Charge 5 and Customer Service

[swededoo]

On or around February 26th 2024 my Charge 5 screen died 1 year and 4 months purchase. On or around that date I waded into a swimming pool for around 15 minutes while on vacation. The pool was not heavily chlorinated and some of those 15 minutes my arms were above the water. Prior to that I never had the Charge 5 underwater. I did not swim or shower with it. When I contacted Fitbit all that was resolved was the unit was dead and they gave me a 50% discount towards a new unit, and a link to this forum to air my comments about faulty production and the lack of quality control at Fitbit. Lesson learned make sure you try out every technical specification(water resistance) of your Fitbit before the warranty runs out. My wife on the other hand has had a Inspire 3 which she has had about the length as mine. She swims laps in a competition length pool 3 days a week and showers with it and has had no problems with it. 

Moderator Edit: Clarified subject

[oreallio]

My wife's Charge 5 died in the first year and was replaced.  Then the replacement died about a year later and we were only offered 35% off another purchase.  I have an Inspire which came free from my health insurance provider and have had no problems.  I won't be buying anything from Fitbit.

[MarreFitbit]

Hi there, @swededoo @oreallio. I'm sorry to hear about your recent experience with your Fitbit devices and our Support Team. We‘re taking your comments and sentiments in regards to our products and services into consideration.

Even though I truly appreciate you took the time to come here and express your feelings towards your experience with your Fitbit devices and also want to find a resolution to your issue, my best advice is to keep the conversation with our Support Team. I've seen they are still helping you with this situation and have provided new details on this process.

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 team handles based on our policies. 

Since you already have a ticket open with them it'd be easier to continue the follow up on this matter with them directly. They will tell you what's next! 

For more information about our warranty, see fitbit.com/legal/returns-and-warranty