My experience with Charge 5 and Customer Service

[RogerAgness]

Friday 2/2/24 was the last day my Charge 5 read data and synched it to the app, nothing happened on 2/3/24.

I eventually found my way here, read your comments and posted my own, with an update a few days later. I tried all your suggestions and it became obvious that is was dead, and in only its eleventh month.

On Friday 2/9/24 I called FitBit Support and spoke with a very nice young man. I explained my story (see 2/2/24) and he asked me a few questions. He spoke with his supervisor... and said he was shipping a replacement. I did not have to beg, or get angry... just tell him what happened.

Today is 2/12/24, only three days later (and two of those days were the weekend) and I am the very happy owner of a replacement FitBit! Swap the band, complete the charge, pair it... and we are back in business!

Moderator Edit: Clarified subject

[Odyssey13]

Hi @RogerAgness  wonderful news. It's always good to hear someone is continuing their journey and how customer support was able to get them going. Now you get to keep on stepping!

[AndreaFitbit]

Thanks for getting back to us @RogerAgness. I'm glad to hear that you're back on track with your Charge 5 and that your experience was smooth. 

Thanks for the heads up @Odyssey13.

Happy stepping! 

[ptbee02]

They will not ship me a new Charge 5 until I return the old one. 

[AndreaFitbit]

Thanks for getting back to us and for your comment @ptbee02.

Sometimes it's part of the process to send the trackers back in order to evaluate them. 

Please return your old Charge 5 in order to complete the process. 

[ptbee02]

I plan to send it back when I get home from vacation. I have been a Fitbit
user for a long time. I am concerned that my Charge 5 will be replaced
with another Charge 5. As you can see from these posts, there are
significant problems with the Charge 5. A company that stands behind its
products would either replace it with a newer model (Charge 6) or give
Charge 5 owners a discount to purchase a newer model. I'm pretty sure I
will be returning the replacement in less than a year when it also quits
working.