My experience with Charge 5 and Customer Service

[Tamajo202]

This is the 4th replacement of my charge 5 since purchased! FOURTH. Every few months, the screen goes out. Totally black. I go through ALL the troubleshooting, but nothing ever works. Each time, I've had to contact support for a new device. Luckily, customer service is good and I get another device within a week under the warranty.

But, I'm so sick of doing this! There used to be such quality with my watches! I've been using fitbit for 9 years and neverhad an issue! What happened?!

If this doesn't stop, I will be going elsewhere. So disappointing.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Tamajo202. Welcome to the Fitbit Community Forums.  I'm sorry to hear about your recent experience with your  Fitbit devices 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. I've seen they are still helping you with this situation and have provided new details on this process.

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 

[ERCaptain]

I have been a loyal Fitbit user since the company was new. I had mostly great experience and good help from customer service. However, with the purchase of the Fitbit Charge 5 the love story became a nightmare.

The well documented battery and functionality issues with Fitbit 5 and Fitbit's policy of "so sorry you've had a bad experience, but those words are all you will get from us for all your years of loyalty", have made me resentful and angry 

Beware if it fails outside of the 12 months of original purchase. Each replacement is not covered by a 1 year replacement policy. My 3rd replacement failed outside of the original warranty even though it's only lasted about 10 months. But yes, each time they waste so much of your time and effort. I'm also looking for a different provider after having I have used Fitbit for many years. 

I also just found out that because my Fitbit died less than 2 months after I renewed my annual premium Fitbit subscription, they offer no refund on that. So, you buy a crappy product, pay for money for premium subscription, and they screw you on that too. 

[sheringa]

Hi, I've just returned my Charge 5 for replacement after it stopped working. I'm sorry but the customer service isn't the greatest at Fitbit.

Fitbit received my charge 5 on 23rd Jan 2024 and I haven't heard a thing from them regarding the progress of my claim. I get told just got to our website. Sorry but I have already done that a few times and still get no help. I even tried to ring and that was even worse.

I would like to speak to someone direct instead of an online chat or scrolling through websites.