My experience with Charge 5 and Customer Service

[CarmanT]

I bought the charge 5 in 2022…. It has had to be replaced 4 times!!! The last time was May 14 , 2024 and it is now not working and it’s only September 8th! Customer service said nothing they can do…. Except offer me a discount on another one. Why would I buy another of these products when obviously they are of poor quality??? I would encourage everyone to look at other options before purchasing a Fitbit product of any kind. Their customer service team is terrible and quite frankly so are their products. 

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @CarmanT. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention. I'm sorry to hear that your Charge 5 stopped working. 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!