My experience with Charge 5 and Customer Service

[abanam1]

Hello, my charge 5 I bought last year, it is stuck on the logo screen, then flashed black, then appears the logo again. I contacted support and they said they can only offer me a 50% coupon for a new device. Should I get another device or go with a different health tracking band? I’ve been using fitbit since 2016. The last two trackers I’ve got, Inspire 2 and then Charge 5 both broke shortly after a year.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @abanam1. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention. I'm sorry to hear that your Charge 5 has stopped working. I understand how you must be feeling, we're here to help you! 

Thanks for your question about why we offered a discount towards a new Fitbit product instead of a replacement of your existing Fitbit product. Our limited warranty provides repair or replacement of products that have a defect while still in the warranty period. Your device is out of the warranty period, and therefore is not eligible for repair or replacement, but we want to offer you a discount to thank you for your loyalty to Fitbit. For more information about our warranty, see fitbit.com/legal/returns-and-warranty.

Regarding your inquiry, we recommend checking out our comparison page at https://www.fitbit.com/compare, where you can see at a glance the features that each Fitbit device provides. 

Even though I truly appreciate you took the time to come here and express your feelings towards your experience with your Charge 5 and also want to find a resolution to your issue, my best advice is to keep the conversation with our Support Team. Note for this kind of inquiries/cases/process, there's not so much we here in the forums can do for you as this is something that our team handles based on our policies. Thanks in advance!