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My experience with Charge 5 and Customer Service

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‎09-02-2023 10:00 - last edited on ‎09-04-2023 04:54 by Fitbit Moderator

‎09-02-2023 10:00 - last edited on ‎09-04-2023 04:54 by Fitbit Moderator

Like many others I had a Charge 5 that was bricked by an update that you rolled out and all I was offered was a discount on a new device. This wasn't user error or something I did or had any control over, and yet I'm on the hook somehow for paying for it.

Moderator Edit: Clarified subject

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‎09-04-2023 04:55

‎09-04-2023 04:55

Hi there, @Matt.5555. Welcome to the Fitbit Community Forums. Thanks for the details provided in your post about the issue with your Charge 5. We‘re taking into consideration your comments and sentiments with regards to our products and services.

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. 

Maria | Community Moderator, Fitbit


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