My experience with Charge 5 and Customer Service

[SunsetRunner]

My original Charge 5 was purchased in May 2022.  Due to the watches failure to charge and working through all the trouble shooting strategies, FitBit sent me another one in October of 2022.  Now that watch has the exact same issue as the original. This watch is 10 months old. Ive contacted Fitbit Help and wen through all the same trouble shooting strategies with no avail.  The best they can do for me is 35% off a new watch.  Fitbit has an issue with this watch and has not resolved it. It seems there are numerous complaints about the same issue of the battery giving out or some component within the watch becoming inoperable so the battery will not charge.  I guess it’s Good-Bye Fitbit.  

Moderator Edit: Clarified subject

[Odyssey13]

Hi @SunsetRunner  the warranty is for one year (US) from the original date of purchase, not on your replacement device. Sorry this happened to you. Since customer support offered a discount, that's all they could do for you at this time.

[MarreFitbit]

Hi there, @SunsetRunner. Welcome to the Fitbit Community Forums. Thanks for sharing your experience with Fitbit devices. We‘re taking into consideration your comments and sentiments with regards to our products and services. @Odyssey13 Thanks for the information you've provided. 

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. Since your device was out of the warranty period, and therefore was not eligible for repair or replacement, we wanted 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 or please feel free to contact our team back so they can clarify any doubt. 

[SunsetRunner]

Thats very unfortunate it reads that way.  An easy out for FitBit for a faulty product as you would think the warranty would cover the product from delivery not from purchase when replacing a faulty product. 

[Scootermom]

I, too, am on the brink of ditching Fitbit after many years and multiple devices. I bought my current Charge 5 in July 22, but didn’t activate it for several months after that.  It’s had less than 1 year of actual use, and as of yesterday, it’s deceased.  Black screen. 
The reliability of these devices is poor, and as tempting as it is to just throw up my hands and replace it, I’m possibly done with giving Fitbit my money.  Disappointing. 

[tamarpac]

Very similar experience. Very upsetting. From all I am reading about this subject lately, this problem with Charge 5 seems to be wide-spread and certainly no isolated incidences. The community board is brimming with complaints and issues, but their customer service remains pretty much silent on the subject. I have been in touch with them through their chat function on the web site, and after several attempts to get this resolved satisfactorily I was told that they had "accelerated "my case and I would hear within 48 hours by email....now closing in on the 92nd  hour and ..... nil. Shoddy Product, even shoddier service. The Fitness World should know. I am voting with my feet.