My experience with Charge 5 and Customer Service

[Teenuh]

Fitbit members in our family  since 2013. I have purchased approximately 5 Fitbit devices for me and family members over the years. My mothers Fitbit charge 4 bit the dust and so we just bought another one as it was out of warranty. Then later her Fitbit charge 5 bit the dust.

This time we called customer support and they were fantastic! There was some rigermarol but I understand there’s a process for everything, and things take time. Have patience!

We had to move her old account over to a new google account and after that things moved more quickly when conducting phone calls with support.

Had to make a few calls in the span of about 2 weeks. Was finally instructed to send pics of the device and charging cord, and let them monitor the quick battery drain. A few days later I was asked to email back my mailing address. After that the replacement process began. I was emailed a RMA return label. I was to send just the pebble back. Mailing it took 1.5 business days. Upon receipt, the very next day they dispatched me the replacement which I received in 1 business day.

When I got the package I was expecting just a refurbished Fitbit charge 5 pebble. To my surprise they sent a BRAND new in box charge 5. I was incredibly happy and thankful. My mother is now back to stepping! 

Thank you GOOGLE for standing behind your product and making it right for the customer. We will be customers for a long time to come. 

Moderator Edit: Clarified subject

[MissMisty13]

It's awesome that they did that. My husbands charge 5 is having a quick drain battery issue. I wonder if his issue could be resolved if we call. 

[MarreFitbit]

Hi there, @Teenuh. Welcome to the Fitbit Community Forums. Thanks for taking the time to share your experience with our Support Team. I'm glad to hear your issue was solved and your Charge 5 replacement has arrived already. 

Every feedback shared in the Community Forums is appreciated and passed along to evaluate our procedures and enhance your Fitbit experience, and yours won't be the exception. If you need anything else, let me know.

@MissMisty13 Welcome on board! I'm sorry to hear that your husband's Charge 5 is experiencing a battery drain issue. Did you guys manage to contact our Support Team? 

If you haven't done so yet, I'd recommend to follow the recommendations listed in this article to improve or extend battery life. There are a few features that would make the battery drain faster than usual, even in one day. Some of these features are: 

• Built-in GPS (Charge 5 can have a battery life of up to 4 days when using this feature regularly, or up to 5 hours if you use it continuously).
• Always-on display (Charge 5 can have a battery life of up to 3 days when using this feature). 
• Tracking SpO2 (Fitbit points out in this article that you may have to charge your Fitbit device more often when collecting SpO2 data).

If this doesn't apply to you, another step that has been helpful for other users having battery draining problems is the three pulse restart procedure using the charging cable. Nevertheless, since you mentioned you already tried that, please confirm that you performed the restart as described below:

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times within 8 seconds, holding each press for about 1 second.
3. Wait 10 seconds or until the Fitbit logo appears.
4. If the device doesn’t restart, wait 15 seconds to try again.

[Tanya82]

I had to contact customer service through the app on Friday evening at the tab to hold the strap on my charge 5 broke off very disappointed. But customer service were very helpful and they told me take pictures of the damage fitbit with the hand written case number and attach to the chat which I did so they told me that I was eligible for a replacement and I would have to send it bk which I did woth all the details. 

So I'm waiting for it be picked up from the drop off point 😊hopefully I will leave it back soon  😊 I have loved fitbit all along the app my stats etc. I'm using my partners garmin forerunner since Friday evening its taking getting used to as it is much bigger than my charge 5