My experience with Charge 5 and Customer Service

[DilbaghSingh]

Dear Fitbit Support,

My Fitbit stopped working all of a sudden last week. I see a blank screen and it does not wake up at all. The Fitbit mobile app was synching fine and showed about 3% battery. I charged the device but to no help. I tried the following steps that were suggested for my first Charge 5 that was replaced few months ago due to the same problem:

1. Change the face from mobile app - the face showed to be changed in the app, but the tracker did not wake up

2. Tried restarting the device by pressing the button on the charging wire three times with a gap of 1 second in between. This just makes the tracker vibrate once and then shows the fitbit logo briefly. It again goes to the slumber.

3. I contacted the Fitbit Support and followed the steps they mentioned, which were again the same ones listed above. They informed me that the device no longer works and they cannot help further because it is out of waranty.

Now, I am writing with so much disappointment here seeking some help. I purchased my Charge5 in Feb 2023. After few months this stopped working and blanked out. The Fitbit support replaced this and sent me a new Charge 5. After few months of usage of this device, it blanked out and does not work. By this time, the warranty period lapsed. Now, does this mean that Charge 5 works fine only for few months?

As of now, there is complete indirection. I do not know how to get that repaired or serviced by Fitbit. Even if the warranty has been lapsed, there must be some means by which the device can be repaired.

I am writing here hoping that the Fitbit Support can help me unblock and provide me a solution. Thanks.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @DilbaghSingh. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your Charge 5 is still unresponsive. We‘re taking your comments and sentiments in regards to our products and services into consideration.

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.

Our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy  is set into providing as much coverage as we can.

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. Since you've exhausted all troubleshooting steps, I'd like to share with you that there are no different steps here on the forums that we can provide other than what our team has already provided to you. 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! 

[DilbaghSingh]

Hello,

I am disappointed to learn that despite diligently using the tracker, it does not last beyond few months. Looks like there is no further help I can get from the Support or from the community.

The discount that you mentioned in your reply, can you provide more details about it? I can evaluate if that suits me or helps me get another tracker. Thanks.

[DilbaghSingh]

Hello MarreFitbit,

Can you provide more information on how can I avail of the loyalty discount? Thanks.