My experience with Charge 5 and Customer Service

[CyclistJoe]

I bought my Charge 5 in early Dec. So, it is about three months only. On Sunday, it started giving me problem. The screen just displayed the Fitbit Logo that blink every few second. It can't sync with my phone at all. Tried to restart to no avail. Finally have to call the customer service. The staff is friendly. But insist that I must take a video to show him/her that I have pressed the restart button on the cable three times as per the instruction even though I though him/her that I have done it many times and also given him/her a short clip showing that my phone cannot even detect or pair with my Charge 5 anymore. Finally, after I send to him/her the clip that showed me pressing the restart button three times, he/she told me that I can send the device back to the Singapore Office to get a replacement as it is still under warranty. 

I had a Charge 4 before and didn't have such problem. After reading other posts on the un-reliability of Charge 5, I am not sure how long the replacement will last. I am already thinking of getting a different device to replace this Charge 5. Probably not something from Fitbit.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @CyclistJoe. 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 

[Steelers4life]

Chatted with Joseph and he is going to send me a replacement. He is an excellent Customer Service representative and needs to be recognized as a valued team member.