My experience with Charge 5 and Customer Service

[LilCorly]

I used my first Charge5 in a pool in Florida with the water lock setting on and it died and could not be recharged.  It was only 15 months old.  They send me a 35 percent discount code so I bought a new one (despite all the chatter in the forum about the water lock feature not working).  So this time I have NEVER put the charge5 in water and yesterday it died (14 months after purchase).  I tried everything.  It either has a black screen or sometimes the reboot puts up the blue logo but that’s it.  I called technical support and they told me to push the button on the charger three times (like I had not already tried that) and of course this did not solve my problem.  The support person then told me to hold while they went to get extra support.  Upon returning to the phone she told me I would get an email with more support.  I point blank said to her it better not be another discount code.  Guess what - the discount code just arrived in my mailbox.  I am so upset.  NO WAY I am going to buy a third one if it only lasts 14 to 15 months.  Help me Fitbit.  I love the tracking but not the support or durability.  

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @LilCorly. Welcome to the Fitbit Community Forums. I'm sorry to hear that your Charge 5 stopped working. 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 not so much we here in the forums can do for you as this is something that our team handles based on our policies. 

Thanks in advance! 

[LilCorly]

I reached out to the support team as you indicated and they were also unable to help me with my Fitbit Charge 5 and at the end of the day sent me back to my email to buy another one.  At the end of the conversation, this is what I wrote.  “Such poor customer service - you should never be proud of a product that lasts only 14 months and use the warranty to cover your poorly manufactured product. Unfortunately you have lost a loyal customer and I will tell everyone and any one who is considering buying a Fitbit product to stay clear. Never again!”. This is me letting everyone know never to buy a Fitbit again.  

[MeachamusPrime]

I feel for you. I can't even login to the App.

[LilCorly]

There are hundreds and more of us all with the same issue and Fitbit won’t take responsibility.  It seems like the Firmware update has created these nightmares with no solution except buying a new device.