My experience with Charge 5 and Customer Service

[CaBee]

Charge 5 has stopped holding charge. Appears to charge but when disconnected from charger it quickly runs out of charge. Have contacted google customer service, but they are adamant that the warranty is not valid. The charge 5 was a replacement (despatched late May 2023 from Google) for a faulty Fitbit which was no longer available. Very disappointed and extremely reluctant to purchase again. 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @CaBee. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention. 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.

Note that 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. 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! 

[fatucoj7]

I had the inspire 2 for about a year and a half before upgrading to the charge 5 about two months ago. I am pleased with it honestly and it's a big improvement over the inspire 2. My only real complaint is the lack of watch faces that show more than one stat. The screen is great in direct sunlight and battery life is decent. I just throw it on the charger while showering and haven't really had to worry about it. All in all I think it's a solid tracker for the price.

[Rohit_2921]

It seems unfair. I got in touch with customer care regarding my out of warranty Charge 5 which itself was a replacement for the one which gave out in a couple of months. I wasn't offered any discount should I choose to stick with Fitbit. My device vibrates and does whatever it is supposed to do, but there is no display and battery doesn't hold charge even for a day. 

Best,

Rohit