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My experience with Charge 5 and Customer Service

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‎10-14-2023 15:13 - last edited on ‎10-14-2023 16:12 by Fitbit Moderator

‎10-14-2023 15:13 - last edited on ‎10-14-2023 16:12 by Fitbit Moderator

For the second time, my Charge five stopped working and won’t turn on. I tried all the reset steps. 
The first time this happened, they sent me a new one, but now it has happened again and since I purchased the original one over a year ago, it is out of warranty. 
They offered me a discount code, but why would I spend more money on a product that has failed twice in 16 months. Looking for a new product, which is a shame because the software is great. I just don’t trust the hardware. 

Moderator Edit: Clarified subject

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2 REPLIES 2

‎10-14-2023 16:16

‎10-14-2023 16:16

Hello there, @Tomramsey. 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. 

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/process, 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. 

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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‎10-14-2023 19:40

‎10-14-2023 19:40

Ive had to replace 3 in a year! Software from upgrade caused glitch in first 4 months, then 4 months later software did something crazy to the new on and got a new one. Now 2 months later the band connector is broke and the fitbit is useless. I can put it in my pocket but it tracks in accurately, there is no other options. 🤷‍:female_sign:

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