My experience with Charge 5 and Customer Service

[OliveTree122]

Last week, I charged my Charge 5, but the screen wouldn’t come on, it was unresponsive. After googling troubleshooting methods and calling support nothing worked. I’ve determined that it’s not fixable. I’ve had my device for under 2 years, and have enjoyed it up until this point. I got on this forum and read that many other users with the same device had the same problem after the most recent update. Since my warranty expired, support could only offer me a 35% discount code for a new purchase. I thought this was pretty good, knowing there was a sale going on for the Charge 5 (I wonder why). When I went to use my discount code on a new purchase, the price of the device reverted back to the full price in order to get use the discount. This immediately put a bad taste in my mouth for Fitbit. My newer model device quit working after less than 2 years, presumably because of the new software update, and now I have to buy a new one? And I can’t even get in on the sale price? These devices aren’t cheap and I didn’t make my initial purchase only to turn around less than 2 years later to replace. Highly disappointed in Fitbit and have now switched to Garmin. 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @OliveTree122. Welcome to the Fitbit Community Forums. Thanks for the details provided in your post about the issue with your Charge 5. 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.

[OliveTree122]

I didn’t ask why you offered a discount rather than a full replacement. My problem lies with when I went to use the discount code, the price of the charge 5 reverted back to full price rather than the sale price. I fully understood that my Fitbit was outside of the warranty. 

[VeganDan]

I'm about ready to switch to Garmin too.  I'm frustrated with my current GPS issues.  I'd post the issue here, but all I'd get is the standard copy and paste solution which is not relevant to my issue.  

[MAH62]

@MarreFitbit 

Fitbit is still in denial about "Bricking" everyone's fitbit. If fitbit is so generous why is the 35% off only on the list price of 149.94 and not the current price of 119.95?

Shame, Shame, Shame on fitibit. They need to admit what they have done to their loyal customers and ask for forgiveness.

[OliveTree122]

I agree! 

[Dunnscorner]

My Charge 5 did the same thing.  I am just past the warranty term.  This is my 4th and my last Fitbit.  They have all crapped out shortly after my warranty expired. I'm moving on to another manufacturer...it's worth spending more for a quality product.

[Stevieyz]

Very well said. Your story matches mine 100%... 1.5 years old, screen display simply died one day and never came back.  The limited customer support troubleshooting options were unsuccessful.  Then received the same 35% off email as you.  I was hoping to use the discount code for the Prime Days sale, but no go; only good for full-price purchase.

[PurplePplEater]

Same thing happened to me, screen black won’t respond to troubleshooting. Less than a year old.
When I spoke to customer support they told me I was still under warranty according to their tools, then that they would be sending a replacement along with an email for more info. 
Received the email that said I was no longer under the scope of my warranty and that they would not be sending a replacement for that reason. Then a different email containing the 35% off coupon code (which is nice but the prices listed aren’t current 🙃

[bjseth00]

After going back and forth between Fitbit, Amazon, and the Unauthorized Reseller, Amazon gave me a full refund. My Charge 5 came with a 1 year manufacturer warranty, but Fitbit would not honor it because it was purchased from an Unauthorized Reseller. Gotta watch out for that!

[Deb5455]

Defective product. Not spending another dollar with Fitbit. Good luck going forward as the word is getting out on your products reliability and the company reputation. 

Hundreds, if not Thousands of people with the exact same issue. Shame  on your organization.

[became]

These are all quite scary. I just purchased a charge 5. I am doomed by the looks of it. 

[Jmani]

I had faced the similar issue within 10 months of purchaing the product. Since it was under warranty, I got replacement, but sad part is that now replacement product also dead within 5 months of receiving it. This states clearly the quality of the fitbit product.

Pathetic products- never again I am going to buy any product that has fitbit name in it. 

[Jmani]

Sorry dude- you better gift that to a person whom you hate most

[GregM88]

with this amount of hassle i'm getting more and more inspired to just buy an apple watch.

[bjseth00]

It's a shame that the Fitbits are so unreliable (even more so since Google took over), because I love the Fitbit software. I replaced a Xiaomi Smart Band 7 Pro with the Charge 5, and now an back to using the Xiaomi while I contemplate if and how much money I want to spend, probably on a Garmin. I just can't bring myself to throw more money to Fitbit/Google. I'm definitely not an Apple person, but I agree with your inspiration!

[bjseth00]

Hey, the Charge 5 is an awesome fitness tracker. Enjoy it while it lasts. Who knows, maybe yours won't be a lemon. I hope you get your money's worth.