My experience with Charge 5 and Customer Service

[JohnnyJungle]

So I bought a Charge 5 had an issue with the battery not holding charge.

Fitbit replaced the device under warranty, now with the replacement device I'm having the same issue. 

I contacted support and this was the response

"Thanks for getting back to Fitbit support.

We know how important it is for you to maximize the product that you've paid for. We sincerely apologize for the inconveniences and negative experiences you've had with your device.

Unfortunately, your product doesn’t meet the replacement requirements of our warranty policy, because our records show that this device was previously replaced, so we can’t replace it again.

Thanks for understanding! We are bound by the policies put forth by Fitbit and as such are required to uphold them. We wish there was something that we could offer you, but we are at the limit of what our policies allow."

So doesn't matter if your device is under warranty if it has been replace once then you are no longer covered. 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @JohnnyJungle. Welcome to the Fitbit Community Forums. We‘re taking your comments and sentiments in regards to our products and services into consideration.

Please note 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. For more information about our warranty, see fitbit.com/legal/returns-and-warranty.

[JohnnyJungle]

Hi Maria, 

Correct me if I'm wrong, but the reply from warranty support was.

"Unfortunately, your product doesn’t meet the replacement requirements of our warranty policy, because our records show that this device was previously replaced, so we can’t replace it again."

[JohnnyJungle]

When I purchased my device it stats a 2 year warranty, see screenshot - I purchased my device on 08/02/2022 so it is still in warranty

[YiKe]

My charge 5 unable to charge, and the support team said will send me a replacement unit. However after 10days long waiting time this is the parcel that I receive :  A box which only contains 2pcs sugar paper and 1 packing list, without the replacement unit.