My experience with Charge 5 and Customer Service

[imrankatela]

So my Charge 5 died after only 11 months, and Fitbit CS refuses to honour the warranty. The thing is, this is my second Charge 5. The first one died after only 10 months, and they replaced it free of charge. The replacement is now dead as well (after 11 months), and when I requested a replacement, they said it was 22 months old and not covered under warranty. I sent them all the emails showing the complete history of both devices, but they still refused to honour the warranty on the second device.


Moderator Edit: Clarified subject

[Odyssey13 · Accepted solution]

Hi @imrankatela the warranty is from the time of the original purchase, not on each replacement. You can read more here - click to go there

[Hochoa87]

Same thing is happening to me my first one lasted 2 months before the reboot logo of death happened they sent me wat seemed like a refurbished one and it lasted 11 months and the screen just went out after having issues with the vibration goin weak. Now they initially said its not covered under warranty but yet i should have the factory warranty still and i purchased a 2 year warranty for accidental damage so either way it should be covered and I’ve contacted the 2 more times and and they say the have my case on file and i should be getting an email from them soon. So we shall see what happens if they dont replace it i will not be buying another one of there products ive have every fitbit from the og one too the charge 5 and ive had more issues with this one then any other one smh 🤦🏽‍:male_sign: 

[Pam722]

My Fitbit Charge 5 stopped working and it was still under warranty. I ordered a replacement 7/17/23 and on 8/9/23, it’s still on back order. Chatted with customer service to see why the promised ship date of 8/4/23 is not being honored and got a canned response. I’m beyond frustrated; there is plenty of stock for sale in stores and online but no stock for replacements? Google cares more about selling their product than standing behind their warranty.

 Has anyone else had a similar issue?

[Odyssey13]

Hi @Pam722  From posts on the forums, evidently the sales for the Charge 5 have resulted in reduced stock.

[ZELDA4]

Long time Fitbit user and advocate.....but not anymore. They used to have the best customer service and warranty replacement practices, but I had the worst outcome with my Charge 5 and its defective battery.  I updated to a charge 5 in Sept of 2021 when my previous version had a blank screen which we could not fix. They had offered me a discount at that time but not but it was only applicable for a certain Fitbit type.  Instead, I chose what I was told was the latest and greatest tech and paid full price. It held a change for a good week until it didn't. CS said it was out of warranty at 18 months old.  (If only I lived in Europe, I would be fine.)  I did not even get offered a discount. From all the other comments about defective batteries you cannot replace, it appears my once-loved Fitbits are now "disposable." I am so disappointed. 

[Pam722]

Hello @Odyssey13  I can’t believe almost a month later they haven’t replenished their stock. If I’d chosen to take a discount on a new one, I would have the device already. My statement stands; they care more about selling their product than standing behind their warranty. 

[DaVinciUA]

My Charge 5 died and it will be replaced under warranty.

The customer service was extremely nice and responsive.

Thank you Fitbit.

[Unhappy10]

Also replaced mine and it would not work, they said they would send me another one. I am not waiting for the third strike. Apparently they are not reliable at all. I feel my best move is to cut my losses and move to another more reliable brand, without all this bad history. 

[Johnsteps]

Surely doesn’t make sense to me if the replacement product is as bad as the original. Corporate greed. Whatever happened to the reliability of products?

[Anjani1972]

Not reliable at all. 

[Anjani1972]

Yes it seems like that