My experience with Charge 5 and Customer Service

[ComiskeyC]

Like many others - my Charge 5 now has a blank face after the latest update.

Performed all the steps as advised in thread.

I emailed Fitbit Support - and they advised me that my item was over 365 days old.  And gave a 35% discount code.  Pure nonsense - they shipped the device (as a replacement) on March 10th 2023.  I have gone back to them with this information and no reply.  I've also Tweeted (X) my concerns - radio silence.

Does anyone have any other way to contact them - I'm really sick and tired of them at this stage.  These products should last a lot longer than 6-7 months.

Thanks in advance

Update: I've also noticed that the Fitbit sellers here in Ireland offer a 2 year manufacturer's guarantee.  Guess I'm off to the citizen's advice bureau

Moderator Edit: Clarified subject

[MarreFitbit]

Hello there, @ComiskeyC. Welcome to the Fitbit Community Forums. Thanks for sharing the details about the inconvenience with your Charge 5. We‘re taking your comments and sentiments in regards to our products and services into consideration.

I've seen 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. 

[ComiskeyC]

Thanks for your response

I'm in the EEA region - so am entitled to 2 years warranty.  Device was mailed to me 7 months ago.

I will try Fitbit Support again - even though they don't reply to emails.

[ComiskeyC]

Well I found out why my device is out of warranty.  The warranty is attached to the original (faulty) device purchased.  The new replacement device is now considered as out of warranty - even though it's only 7 months old.  Different product type - I don't understand the legality of this.  But I am seeking advice on same.