My experience with Charge 5 and Customer Service

[Zasu]

How is this for insane:

1. Bought Charge 5 in July 2022 from Best Buy.  Took water aerobics and device died.

2. Not realizing Charge 5 was still under warranty, I bought new one from Amazon in July 2023, did setup and have been wearing since 

3. Best Buy sends me Happy upcoming  Anniversary msg for device purchased in 2022.  Realizing broken device is still under warranty, I contact Fitbit for replacement.  They send me one in August 2023, which is still in box. (Nice to have a backup since shelflife seems to be 1-2yrs only )

4. I decide not to return the newly  purchased device from Amazon and continue wearing it.

5. June 2024, the device purchased from Amazon is LOCKED by Fitbit.  2+ hours on the phone and they won't unlock it.  Said I need to use actual replacement device.

6. Back and forth with the illogic of Fitbit policy.  Why can't I use the device I bought in July 2023 from Amazon? It's 11 months old.

7. June 9, 2024: still waiting for my device to be unlocked.  Though my phone finds the device, pairing can't occur because Fitbit has locked device.

8. Fitbit inaccurately tied the replacement they sent me to the device purchased in 2023 rather than the 2022 device that died after wearing in pool.  

9. When they issue a replacement, they lock the original device, rendering it inoperable.  Not a problem, since original device stopped working.  Problem is the linked replacement to newly purchased device.

!*#!!&!!

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Zasu. Welcome to the Fitbit Community Forums. 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. 

As you were informed, your case was forwarded to our higher tier of support for further checking. Someone will be in contact with you soon as they have the resolution for your Charge 5. Stay tuned to your inbox!

[Zasu]

I am only asking that the device I've been wearing for almost the past year be unlocked.  I don't want anything else.  

[Zasu]

Still waiting.  Issue has been escalated to another level.  Feels like I'm living in a video game!  😁