My experience with Charge 5 and Customer Service

[MnM100]

I noticed yesterday my Charge 5 screen wouldn't wake and that after recharging the battery drained again within a few hours.

Subsequently I've gone through all the troubleshooting steps: GPS and screen settings, force stopping the app, logging out and in, and restarting the device endlessly, both with the soft screen button and the hard button on the charger cable. 

This is the second Fitbit watch I've had go bad in less than two years, after 6 years-plus with the OG clip-on tracker. 

Customer service was polite but could only offer a discount on a new device. I don't want another device that's going to die in a couple years, I want a software update that fixes the watch that was working perfectly on Monday morning. 

Anyone else with similar issues this week, and if you're leaving the Fitbit/Google ecosystem, what are you going to get?

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @MnM100. Welcome to the Fitbit Community Forums. It's nice to see you around the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that the battery of your Charge 5 is draining quickly . We‘re taking your comments and sentiments in regards to our products and services into consideration.

Thanks for your question about why we offered a discount towards a new Fitbit product instead of a replacement of your existing Fitbit product. Our limited warranty provides repair or replacement of products that have a defect while still in the warranty period. Your device is out of the warranty period, and therefore is not eligible for repair or replacement, but we want to offer you a discount to thank you for your loyalty to Fitbit. 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! 

[MnM100]

Thanks for your response! So there is no channel for advocating for another software update to fix whatever problem was introduced? Unfortunately this is happening more and more (see 
https://www.wired.com/story/sonos-admits-its-recent-app-update-was-a-colossal-mistake/).

[sedim]

In just over the year I had changed faulty Fitbit Charge 5 trackers twice and the third one just started having problems as well. 

Google ran the company into the ground - this watch is defo my last from them. I'm looking at Garmin watches atm. 

[Chapaboy]

You guys damaged my 1 year charge 5 and now I have to pay again on top of a subscription? I just cancelled my sum scripts on and other family members too. We are buying something else. I hope the company gets what they deserve for this scheme. I can’t even call a phone number. Trash trash 

[ED_G]

I am in the same boat as you and was offered the same discount after doing the steps with a customer service representative that I had already tried after reading the steps online.

My advice if you choose not to use the coupon for a new Fitbit (I was offered 35% off a new Fitbit to replace my 15 month old Charge 5- this seems like the standard amount)  is to keep in mind that Apple watches will only work with Apple phones.   Samsung Watch 7 and Pixel Watches will not work with Apple phones but will work with any Android phones (as long as the OS is new enough).  Garmin watches work with both Apple and Android OS.