My experience with Charge 5 and Customer Service

[Scott0]

My Charge 5 screen went black after a January update. The device was less than two years old. Fitbit customer service suggested I buy a new product. 

Recent articles are coming to light that suggest the Fitbit update caused their device to be rendered useless. 

Please consider my experience of this latest event before you consider spending your hard earned money on a Fitbit device. 

https://www.bbc.com/news/technology-68140297

https://www.techradar.com/health-fitness/fitness-trackers/fitbit-denies-that-charge-5-update-has-bri...

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Scott0. Thanks for stopping by in the Fitbit Community Forums. I'm sorry to hear about your recent experience with the Charge 5 and our Support Team. We‘re taking your comments and sentiments in regards to our products and services into consideration. Thanks for the information you've shared. 

Even though I truly appreciate you took the time to come here and express your feelings towards your experience with the Charge 5 and also want to find a resolution to your issue, my best advice is to wait for a response from our Support Team to the last email you sent. 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 team handles based on our policies. 

Since you already have a ticket open with them it'd be easier to continue the follow up on this matter with them directly.

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

Thanks in advance!

[Scott0]

Hi @MarreFitbit, my last email to the Fitbit Support Team received an auto reply that my file is closed. My device just bricked after a software update. Fitbits only solution was to suggest I purchase a new Fitbit device. 

My intention of this post was to share this experience with any other potential customers who are deciding where to spend their money.  Fitbit products are inherently flawed and should be avoided. #fitbitscandal 

[christekm1]

Post on their Facebook or Instagram page too. Public needs to know! 

[David1999]

My experience with my Charge 5 has been identical, the only difference is that it is somewhat newer.  Thus far my experience with your support team has been unsatisfactory, so suggesting that as an option is at best frustrating, I have been back and forth with them multiple times.  At this point I no longer feel as though I can trust Fitbit not to brick future purchases, so I am looking at alternatives.  The lack of recourse or support means that it is time share my experience and state my position publicly. 

[paultraub]

Terrible customer service. I have been on contact at least 6 times with them. Still no replacement and no idea when. I have raised a credit card dispute as it’s not fit for purpose and is only 4 months old.