My experience with Charge 5 and Customer Service

[Chudders]

Thee Charge 5 is a great device......when it works.  If you bought it because you want to use it to swim, in most cases it's not waterproof and the device will die, if you bought it to track runs using GPS without having to take your phone with you, it will just suddenly stop linking to GPS, even on clear days and runs that it has tracked before quite happily, if you want silent alarms you have them, but they randomly don't go off, and so can't be trusted.

I'm on my replacement for Charge 5, and it has recently stopped working when I exercise, I do NOT get it wet as learnt the hard way and had to get it replaced last year - it did not work after swimming (even though I put the water lock on), they said it was a manufacturing fault - I have not risked a swim with the replacement.

I got the replacement just under a year ago, and now it keeps going to the Logo screen in the middle or end of a workout, I think this is because it is not waterproof and the slightest bit of sweat makes it stop - I live in Spain, it's hot, the gym's hot, it's hot outside when you run - people sweat - it's a fitness tracker!  I find it works fine if I don't wear it to exercise!

The support since Google took over is terrible, it's taken me since 8th July (trying to get on Chat, waiting for ages etc. and then emailing over several days) to be told I have been told to return my device to get a new one, but that I will be charged full price if my device is out of warranty - I can't find out if my device is still covered, I have decided that this is the end of the road for me and FitBit, I don't want to purchase another device, and so I don't want to go through the returns process only to be charged for a new or refurbed device.  I had the Charge 2 which was brilliant and never gave may any issues for almost 4 years, Charge 3 was terrible, and Charge 5 is not much better.  My Charge 3 still worked but only after about 3 replacement devices, and then, on the last replacement, after a year the screen faded so much you couldn't read it - I debated about upgrading and in the end went for the Charge 5 hoping the hardware issues had been fixed, what a waste of money.

My advice to anyone thinking of getting another FitBit is do not, it lasts for a year, that's it's life in many cases - just read the Forum posts, if you're happy to pay again, after a year for a new device fine, but don't buy this expecting it to last. 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Chudders. Thanks for stopping by in the Fitbit Community Forums. Thanks for bringing this to my attention. 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. 

Please 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. 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! 

[Chudders]

Thanks for replying.  However, you only have to take a short wander through the Forum to see that there is something not right about this device - this should be looked at, and claims about GPS, Waterproof etc. make people choose this device - and they don't work A LOT of the time.  Trying to get through to the chat takes ages, you get an email telling you to return the device - would it be too much to ask for it to tell you if you are under warranty or not, and if not what you will be charged?  FitBit seemed to be able to tell you clearly what your options were, and the support was pretty good.  In the email Google Support sent, it has a link for if you have a question - so I clicked it, and it brings up a part completed form - all I have to do is add my question and the RMA no then click on 'Chat'. After half an hour I get someone who says they can't help as they don't deal with FitBit, I should've clicked FitBit on the form, I say I have no option for it, and form was sent by Google! It's pretty bad to be honest.

[Chudders]

It's so sad, as the product, when it works is a good one.  I have done some research, and reading between the lines I think Google want to push people towards the Pixel -  the thing is, I have had such a bad experience under Google I would be very wary of purchasing another Google product, especially given the price.  I think I too would opt for Garmin.