My experience with Charge 5 and Customer Service

[T1L]

I am beyond disappointed with Fitbit. It seems that their watches are good for a year if that. Just financially not worth it. My husband has a Suunto which is superior in comparison and that has worked fine for 15 years!!! So for a couple of extra $100- your investment is definitely worth it. My 3rd Fitbit that has died and this will be my last. It’s like paying over $2200 for Fitbit if I must replace it every year moving forward. Just ridiculous, on my part, if I continue this madness. Btw- the new app stinks in every way. They could have at least made it visually appealing. Adios Fitbit 😒


Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @T1L. It's nice to see you around the Fitbit Community Forums. Thanks for bringing this to my attention. We‘re taking your comments and sentiments in regards to our products and services into consideration.

Note that our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy  is set into providing as much coverage as we can. 

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! 

[Intermac]

I agree with you, Fitbit is not worth the Money! 

[Perkflower]

I got my Charge 5 the beginning of March and by June 30 the screen was black. Sent in the original packaging exactly like I purchased it and they sent me back a watch face and that was all. It was in an unpadded envelope. Now, I have a charge 5 face and nothing to charge it with or a band. What company does that?? Its bizarre! I am now in a chat, call, tweet war with them just to get my originally purchased stuff back. My favorite part is the gaslighting like I am being just way out there about it. I had an apple watch for years. I shouldve known not to venture outside of Apple.  

[Chudders]

Thank you for posting this, I was just about to bundle up my Charge 5 with it's strap and charging cable in it's original box and send it off, after reading this I have sent back only the device and kept my cable and strap, they have not instructed me in any way, label to go inside simply states Charge 5 and it's colour.

[Perkflower]

It’s crazy! I’ve never seen anything like it. Good luck! My Charge 5 face is just sitting on my desk waiting for a charger and band to see if it even works! 

[T1L]

UPDATE: so the back plate of my Charge 5 fell off when I was in Costa Rica. It was never found and the watch completely died and would not charge. Something told me to try to charge it again yesterday so I did and what do you know- the watch charged and is now working 2 weeks later 😵‍💫

I felt I had to post and advise if this has happened to you. I wore it to bed and it recorded all the information as usual. Who knows! Give it a try

[T1L]

I have had a couple of parts or the watch replaced in the past. The first time was surprisingly easy and hassle free. After the first replacement, the customer service experience went downhill. Hopefully you will receive a full replacement quickly and can move on! 

[T1L]

I am sure the back plate is to prevent sweat and moisture from getting into the watch so it will be interesting to see what happens when I workout 🙃

[JLGC3]

Hi T1L,

I wonder whether the quality of the Fitbit devices has gone down since Fitbit was sold to Google. 

I've not even had my Charge 5 for five months and already it has completely failed three times during my regular swims. When I contacted customer services about this, they have twice tried to fob me off with "troubleshooting", rather than acknowledge my statutory rights (in the UK the Consumer Rights Act 2015 entitles consumer to expect a product to be as described, fit for purpose and of satisfactory quality and the right to request a repair or replacement within 31days to 6 months after use).

Customer Services have repeatedly ignored my request as per the Consumer Rights Act 2015, which is alarming. I've put in a complaint and a formal letter requesting that my consumer rights are observed. We'll see what happens. I hope I don't have to take this further. It's a very disappointing experience all round and I won't be buying a Fitbit device again.

[Intermac]

That is what I am trying to. My Watch is on my desk for a week now and I
will try to charge it in a couple of day.

Thank’s for the info.

[Chudders]

Mine failed after one short swim, I got it replaced last year and was told it was a  manufacturing fault.  There are loads of posts on this Forum from people whose Charge 5 has died after a swim (one, I believe after it got wet whilst they were washing up!), this leads me to believe, that despite the claim, these devices are not water resistant at all.  I know this doesn't help you, just my opinion.

[JLGC3]

Actually that does really help @Chudders. I suspected there might be a manufacturing fault, and it provides additional evidence to me that I am being fobbed off by poor customer service policy. I hope I don't have to escalate this further. Small claims courts are a pain.

[Chudders]

@JLGC3 Search the Forums, and also have a look at the Pixel - it's no better, you're paying for something that's not fit for purpose.

[jessiefit]

I have the same issue now with them,I bought my Fitbit charge 5 in February and it stopped working in June,they have fixed it and then it stopped working again late June.The agent asked me to send everything as in the whole package with the original box and I only received the metal plate without bracelets and charger.It’s been almost a month of calls and sending back and forth packages and they couldn’t do it right.I am so disappointed with their customer support and the services as well.No matter how clear you told them what’s wrong and still they send the wrong one.

[Peepot]

Oddly enough, my Charge 5 is my FIFTH Fitbit and it died 2 weeks ago. I haven't had it a year. My others died as well! but oh! no! I keep going back. I'm with you! GoodBye FITBIT. Wish it had been worth the money I've paid over the years! Alas,

Goodbye Charge 5 & Fitbit!!

[Shawn_55]

I have gotten a year and a half out of the 3 I have had. If they don't offer to replace it I am doing the same.

[Peepot]

It truly is a strange way to "support" their customers...and I admit, my Charge 5...it died. The other 4 Fitbits died along the way. Today, I found a better(I hope)fitness watch and ordered it! It was recommended by people who also switched from Fitbit.  I guess I just thought oh. . I'll waste more money and it'll be better. Not. I'm Done.

[Chudders]

@Peepot Can you tell us which one?

[aed82]

@Chudders unfortunately competitors names are scrubbed from these forums and entire comments deleted...  My neighbor's had her competitor watch for 5 years or more and is completely happy with it.