My experience with Charge 5 and Customer Service

[Steelers4life]

My Fitbit was working great today until 1:30 pm when having 9300+ seeps and counting.  Then the unit went blank and quit responding.  It was like someone at Fitbit turned it off.  I did cancel the premium service recently, so maybe that was the reason for it.  I was texting an agent and tried to reset it like I have done multiple times when it froze. Then I received an email that it was out of warranty and they didn’t offer any options. This company sure has changed and their service has gone down hill. If there isn’t and resolution, I will look at other options to spread the word to avoid Fitbit. 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Steelers4life. 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 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 · Accepted solution]

I have replied to their email twice and no responses at all. Very disappointed.
Mark Kulling

[Steelers4life]

Joseph did listen to my issues and sent me a replacement head. I don’t think the sleep log works on the old and replaced unit.  It only measures 1/2 of the sleep I actually get. Disappointed in Fitbit. 

[HydeParkBooks]

The canned response you like to give which you frequently.seem to do is not being very helpful 

[sallmeister]

I have just experienced the exact same issue, fitbitcrashed and completely blank after only 8 months! I am told it is out of warranty as they continued the warranty from the original which was replaced! They have definitely changed as the warranty was 2 years both times with the first 2, but I guess the product is poor if they always break down within the warranty period.

Very very disappointed.  I have threatened complaints an md bad reviews, but they do not seem bothered.

This is not acceptable customer service and I will continue to email and maybe one day someone will  have the decency to reply!!!!

[Steelers4life]

It took me several chats to find the right person that eventually replaced mine. Keep working the char part to find someone who will replace it.
Mark Kulling

[sallmeister]

Mant thanks tor this.
I don't suppose you can remember who you spoke to can you? Was it on the
chat?? I have spoken to 3 of them now, replied to 2 emails, but not heard
back. It's so frustrating.
Thanks tor getting in touch.
Sally

[Steelers4life]

His name was Joseph on chat. Did not catch his last name. Good luck.  Keep trying the chat. 

[sallmeister]

Thank you. I keep trying and another one had just written me another report  couldn't get Joseph but will try again if I get turned down again.

There is no way I am forking out for a new one.

It's gone to pot sine Google took over.

Might be time to try a completely new brand. Anyone tried something else which actually works for a reasonable amount of time??

[Vpickel12]

This is getting weird. Came on here looking to see if I could get help because my Charge 5 freaked out yesterday and won't let me connect it to my phone because it's been reported as lost or stolen or a warranty replacement has been issued, none of which I have done, and apperently everyone's having issues. Did the live chat and called customer service, and now I'm waiting up to 72 hours for the team to email me.

Guess I'll sit here with my Charge 2 for a little bit until someone sorts me out. At least it's currently doing what it's supposed to. Good luck to everybody 

[Steelers4life]

The only way I got help was talking to multiple people on chat. Finally talked to Joseph and he helped me. Emails are worthless. They always decline to help and say the unit is out of warranty. Keep trying chat.  Good luck. 

[sallmeister]

Thank you. How did you get multiple people on chat?

[SunsetRunner]

Totally agree! Customer support has been not helpful at all recently. I get the feeling like issues are not taken serious and are mever being resolved. After 7yrs of fitbit I will now change brands.

[sallmeister]

I am going to do the same... I cannot afford to pay their prices when they
cannot be trusted to work for more than 6 months.
Disgusting.
I have advised that there seem to be many people with the same issues but
they do not seem bothered.
I will complain on all platforms and advise nobody to use them!

[Steelers4life]

When this one breaks, I’m going to Apple Watch. You do pay more up front, but there is not a yearly subscription like Fitbit. Agree the google has not been good for Fitbit. 

[Steelers4life]

I started chats multiple times and each time it was a different person. 

[Steelers4life]

Agree and I will do the same. Too bad I have multiple bands from the last models that I never used. 

[Vpickel12]

Been doing some digging on what to do with my collection since I'm leaving the brand. There are organizations who take donations of activity trackers, they may be in need of the bands too.