My experience with Charge 5 and Customer Service

[Neil1983]

Fitbit is frozen on start up logo,  I was going on a walking holiday, fitbit battery ran out.  When I located a power supply the fitbit powered up and pulsed repeatedly. I used the reset feature on charging cable. No change.  I left it a few days until I had opportunity to charge again.  Fitbit was on charge all night now stuck on logo screen. No change after reset.  

2nd part.   I am struggling with fitbits customer service.  Had a Fitbit for 7 years now. Always found support helpful and easy.  I keep getting the same answers and ending up in the same circled answers. All support links end up at the same place.  
what has happened to the Fitbit brand. Has there been a change the last couple of years.  

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @Neil1983. 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 not charging. We‘re taking your comments and sentiments in regards to our products and services into consideration. 

I've seen our Support Team did offer a resolution to your case after your posted here. 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. 

[AninM]

I’m thinking the same.

[Neil1983]

Yeah I eventually found a request for a call.  Not easy… the lady who called me was good.  I could really hear what she was saying. She was in a call centre with to much background noise.  But she said my Fitbit was out of Warranty and offered me a discount 35%.  I thought it was ok, but it could of been better considering it’s a software fault not a physical fault.  I purchased a new Fitbit charge 6 with my discount,   I have received it. Not touched it yet.  Feel that I want to send it back and shop about.  I don’t really enjoy the Fitbit app as much anymore.  I found the old style from a few years ago a lot clearer, might be a good time to see what else is out there.  

[AninM]

That’s exactly how I feel. A warranty shouldn’t mean that something just completely fails when the warranty ends. I’ll have to search around for a better option. Thanks for the reply.

Sent from my iPhone