My experience with Charge 5 and Customer Service

[FitbitUser1124]

My second charge 5 has quit responding and syncing shortly after my warranty has expired.  The same thing happened to my first fitbit charge 5. I've tried going through all the steps offered 3 times but to no avail. I truly feel this company is the worst for solving problems. They just offer you a discount to but a new watch because your warranty has expired.  I am upset that they do not try to fix their problem, unless of course, they are purposefully creating the problem. 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @FitbitUser1124. 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 working. I understand your concern and how you must be feeling, I will do my best to help you with this!

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.

[LindseyField]

This is very interesting, I have had an issue with my Charge 5 for a number of months, and had multiple contacts with support. No one has ever had the decency to offer me a discount on a replacement. I am now considering leaving Fitbit after 10 years as I can't get a response from the specialist team a week after the issue was escalated!

How do I get offered a discount on a replacement?

Thanks!

[SharDunn]

How exactly do you get the Support Team to communicate with you? I've had an open issue for 3 days, where they say they will call me.

[SharDunn]

I'm not sure I can count how many fitbits have failed me. I'm not happy with their lack of response right now either. I have a 2 year extended warranty too since i've had so many issues. 

[LindseyField]

I have used the live chat option. And got some response, but then they open a case with the specialist team and all goes quiet for days!