My experience with Charge 5 and Customer Service

[upsetfitperson]

I bought a Fitbit Charge 5 (full price) in November 2022. By May in 2023, the screen had gone dark and wouldn't turn on. I contacted customer service who sent me a replacement device, thankfully! A few months later, fast forward to February 2024 (just 8 months after I received it), the replacement Charge 5 has the same exact issue and is also not holding a charge. After going through two rounds of trouble shooting, I asked if I could get a replacement or mail this device in to be repaired, and I was only offered a discount... If the same issue with a device happens twice in just a little over a year, seems to me that the device/model is defective. I've seen so many people write about issues with the Charge 5, so I don't see why I would spend money purchasing a new one when a few months from now something new will go wrong! Fitbit has a horrible warranty policy, and at least the Charge 5 sucks **ahem**. 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @upsetfitperson. Welcome to 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 replacement 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 

[Chatham1]

Nothing persona, Maria. But -- I have spent 2 hours today trying to get help from your "customer support" team. My Charge5 simply stopped working when I plugged it in for charging. It will not revive, will not wake in response to the three button pushes on charging cord approach, it is DEAD.

Your reps: They get A+ for manners, and F for results. In both cases, they were supposed to send me a transcript of the chat. The first chat included a case number and directions for troubleshooting. I had already followed the troubleshooting steps but did the whole thing again to make sure. The second chat followed up and, again, I was supposed to get a record of the chat and information emailed ot me about warranty, since I purchsed this device a year ago from Fitbit online. No communication.

I was also supposed to get a survey link when the chat concluded, that didn't happen. I have had trouble with Fitbit's email password change process -- no email ever sent, so I went back to the app where I was still logged in.

In short: This is the WORST experience I have had with any purchase or device issue, period.

[upsetfitperson]

I'm so sorry you're experiencing the same thing. It's horrible!