My experience with Charge 5 and Customer Service

[Cindimango]

I'm finished. I've been a long time Fitbit user but after my 4th straight one dying just after the warranty ends and not even being offered a cent towards a new one, I'm cancelling my premium subscription and moving to Garmin. 

Customer service for trouble shooting was fine but when they moved me to warranty all I got was a sorry, warranty has ended. 

Less than 14 months old. 

I just can't justify buying a new device every 14 months. 

Do better Fitbit/ Google 

Moderator Edit: Clarified subject

[PrintRunner]

Similar here. My charge 5 died about a month ago, so I took over my wife’s since she wasn’t using it, and then it had terrible battery problems before finally dying. Both seem to be unrecoverable.  Hey Google, this is a real problem. Don’t leave everyone hanging  

[MarreFitbit]

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

Even though I truly appreciate you took the time to come here and express your feelings towards your experience with your Charge 5 and also want to find a resolution to your issue, my best advice is to keep the conversation with our Support Team. 

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. They will tell you what's next! 

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

@PrintRunner Thanks for stopping by in the Fitbit Community Forums. It's sad to hear that your Charge 5 has stopped working along with your wife's. I understand where your concern is coming from. I will do my best to help you with this! 

Sometimes a Fitbit doesn’t seem to be charging when actually the issue is that it has become unresponsive (this can happen if the battery has been allowed to discharge completely). I'd recommend putting it on to charge on a charging wire and outlet known to be working.  Leave it on the charger for a good two hours, even if it doesn’t seem to be charging.  

When it has had two hours, try restarting your Charge 5. I would recommend trying this maybe twice in a row if a first try doesn’t work.