My experience with Charge 5 and Customer Service

[NavVet1990]

I bought 3 of these and all three quit working within 18 months. The first was replaced. The second two, I called fitbit and even though I purchased them through Amazon, they informed me that the third party was not a authorized vendor and they could offer no service to their product. I purchased them through Amazon to avoid that very situation.

Moderator Edit: Clarified subject

[Gr4ndp4]

Hi, @NavVet1990 welcome to the community, it's a pity you've had this experience. This is an issue we all need to be aware of, if you buy something on the Amazon website the seller may not be Amazon but a third party. Fitbit's warranty is clear, to be covered the device must have been bought from an authorised seller within the warranty time. You will need to explore your options with "Amazon" - third-party sellers may accept returns within 30 days of receipt - not much use.

Cheers

[NavVet1990]

Hi, Gr4ndp4 thanks for the welcome.   It is a pity that buying from Amazon to avoid this exact thing, especially buying from the Amazon FitBit store, as I did, doesn't afford at least some protection. I went on the FitBit store for this purchase. Getting blown off because they allowed a third party into the FitBit store on the Amazon site, who is an authorized vendor, is not my fault. I purchased the Charge in good faith through the FitBit store, what I assume is authorized, on Amazon, which is authorized, and am still penalized with a faulty product because Amazon and FitBit allowed an unauthorized vendor on their store. Sorry, not good enough. 

[Gr4ndp4]

Hi, @NavVet1990 note I'm just a community member (volunteer) who provides information based on my quite long experience. I do not know the details of your interaction with "Customer Support" but I'm confident they will have followed the policy set out in Fitbit's return and warranty policy 

Cheers

[MarreFitbit]

Hi there, @NavVet1990. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention. I'm sorry to hear that your Charge 5 stopped working. We‘re taking into consideration your comments and sentiments with regards to our products and services. @Gr4ndp4 Thank you so much for your input! 

Regarding your inquiry about Amazon, please keep in mind that many things are sold by Amazon, but more than half of the stuff is sold by third party sellers. We provide support for your Fitbit device, but when it comes to reviewing your warranty, we provide a warranty if the Fitbit device was sold by Amazon or by Heartrate Monitors as  the warranty covers Fitbit products purchased directly from fitbit.com or an authorized retailer. We advise contacting the seller from whom you purchased the product for further assistance. 

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. 

For more information about our warranty, see fitbit.com/legal/returns-and-warranty 

[NavVet1990]

I did bring this directly to the Customer service department and was told that there was nothing that they could do for me because it was sold to me by  a third party. Even though I purchased it through the FitBit store on Amazon. I am aware of the problems of buying from unauthorized vendors which is why I went through the FitBit store on Amazon. 
LeslieSmiley

[NavVet1990]

Why do you edit comments? I did not edit my comment, and there was nothing bad in my comment, there was no reason for you to edit my comment. I liked my Charge 5, I don't like the fact that I can buy it at the FitBit store on Amazon and you feel free to edit my comments here when I am making a suggestion that you improve how you deal with customers, the place where you are asking for suggestions on how to improve your product.