My experience with Charge 5 and Customer Service

[momgal3]

In June of 2023, I purchased my Charge 5 from Amazon. I have been a Fitbit user since 2014 and until now have been satisfied with the lifespan of my trackers. In March of 2024, my screen went black, although it showed it was 100% charged. Fitbit sent me a new tracker, now six months later the band attachment broke off and I have a perfectly good tracker but no way to use it without a band. I contacted Fitbit and sent in pictures and the original receipt from Amazon and they are refusing to replace my replacement. Their reason is Amazon is not an authorized seller. Beyond frustrated since I just ordered 4 bands to go with a tracker I can't use. Why are they even selling the Charge 5 with all of its issues?

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @momgal3. It's nice to see you around the Fitbit Community Forums. Thanks for bringing this to my attention. I'm sorry to hear about the damage on your Charge 5. We‘re taking into consideration your comments and sentiments with regards to our products and services.

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