My experience with Charge 5 and Customer Service

[Runningonsun]

After randomly dying despite being charged, I plugged my Fitbit into the charger and now it’s stuck on the logo screen and won’t stop vibrating. Anyone else have this issue and we’re able to fix it? 

I tried to clean and reset it which didn’t work. Fitbit offered a 35% discount to replace it which is ridiculous as their devices are clearly defective. My boyfriend’s Charge 5 had a similar issue a few weeks ago. After reading forums, it sounds like many folks devices stop working shortly after the 1 year warranty ends (how convenient). 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Runningonsun. Welcome to the Fitbit Community Forums. Thanks for trying to troubleshoot the issue with your Charge 5 before reaching out. We‘re taking your comments and sentiments in regards to our products and services into consideration.

As you've mentioned, I did see that you were offered a discount towards a new Fitbit device and I'd like to take the time to answer (probably) your inquiry regarding why we offered a discount towards a new Fitbit product instead of a replacement of your existing Fitbit product.

With that being said, 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, 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.

Even though, I truly appreciate that you've taken the time to come here and share your experience, please note for this kind of inquiries/cases, there's no so much we here in the forums can do for you as this is something that our Support Team handles based on our policies. Nevertheless, please feel free to reach out to them again if you need further assistance or clarification regarding the outcome of your case. 

[Runningonsun]

My inquiry is whether other folks have had this issue with their device being stuck vibrating and how they were able to fix it, if they did.  

I was not asking about, nor do I want, a replacement product given the apparent issues with durability. 

[UlrikeDG]

You are not alone.Check the pinned thread at the top of the forum and this thread which was spun off from that one. There doesn't seem to be a reliable solution at this time.

If you have a Premium subscription, don't forget to cancel! Fitbit doesn't offer refunds, even if your device is unusable.

[AngryGiant]

Trash company refusing to do the right thing. Putting yourself out of business. #neveragainfitbit

[Rach_E.]

Honestly, since the google acquisition it’s become a crappy product.  Additionally, I’ll say this again and again and again, in my professional career as a product Manager if I removed one of the most popular features (challenges) and tanked my app ratings due to that decision—I’d be fired.   Who ever is in charge of the product management is a joke

[symphwind]

Well guess what, mine stopped working (due to the well-known Firmware disaster) BEFORE the 1 year warranty ended, and they said it doesn't qualify for warranty replacement because ... nope, no reason given. It just isn't. So it isn't a conspiracy to break devices right after 1 year, they had no intention of honoring the warranty to begin with. Not even an offer for a discount on a new device.