My experience with Charge 5 and Customer Service

[Sarahbsurf]

My charge 5 turned into a brick after a recent update and is not holding a charge for more than a few hours. I contacted customer services and they offered me 35% of a new one. I'm not happy with this as their update has rendered my device unusable. I asked for the contact details of the CEO of Fitbit UK but received nothing back. Any suggestions how this can be resolved and giving me discount on another device is not good enough.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Sarahbsurf. It's nice to see you around the Fitbit Community Forums. I'm sorry to hear that your Charge 5 has stopped working. We‘re taking your comments and sentiments in regards to our products and services into consideration.

Thanks for your question about why we offered a discount towards a new Fitbit product instead of a replacement of your existing Fitbit product. Our limited warranty provides repair or replacement of products that have a defect while still in the warranty period. Your device is out of the warranty period, and therefore is not eligible for repair or replacement, but we want to offer you a discount to thank you for your loyalty to Fitbit. For more information about our warranty, see fitbit.com/legal/returns-and-warranty.

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! 

[Sarahbsurf]

I take your point about warranties but the update you sent out has rendered
my device unusable. It's like you crashing into my car, I'd expect you to
fix it. I expect it to be restored to the state it was in before your
company installed an update without my informed consent.

Sarah

[bote5]

There are many of us who are having different problems since Google appeared. I have yet to see Fitbit come up with good solutions to the problems. They keep us busy with resets and things like that.

[Sarahbsurf]

I do think Fitbit bosses has told customer services to phob us off with time wasting resets,  videos requests as evidence , and using the "warranty" word as an avoiding tactic. Warranties are to cover manufacturing defects and this is not a manufacturing defect, it's after sales software update that caused it. It says something that without inspecting the device, they send me an automated offer of 35% of another device.That tells me it's happening on a scale that they don't have the capacity to inspect every tracker, so they are hoping they can make people go away with token time limited, money off vouchers, in an attempt to damage limitate they know they caused. Google is a big enough company to absorb the cost of replacements, so let's see some decent customer service or they are going to start loosing brand loyalty and those premium memberships.