My experience with Charge 5 and Customer Service

[Jbuxton]

My charge 5 freaked out on me like 3 or 4 days ago. It started blinking the logo then gave me the red x of death. I tried all the reset things that everyone recommended and nothing happened. I left it for a day or two and tried again this time my watch came back to life and charged. I was excited to have my watch back only to discover it isn’t tracking anything no steps, no sleep, nothing even when I sync it with my phone. It’s also showing nothing tracked on the watch itself (0 steps even though I’ve been moving a lot) except the time.

I chatted the other day when my watch initially blinked out on me and they offered 50% off a new watch which I declined (as my watch is only 1.5yrs old) in hopes that they might figure out this major glitch and do right by their customers and fix it or providing replacements. We will see…

posting mostly to continue to add my voice to the masses who are having these same issues. 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Jbuxton. 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 your Charge 5 has stopped working. 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.

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.

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. Since you've exhausted all troubleshooting steps, I'd like to share with you that there are no different steps here on the forums that we can provide other than what our team has already provided to you. 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.

[Mariola]

The point is not that the poster is looking for more troubleshooting,  they're hoping the company continues to see the absolute frustration over the fac the the company's update tanked the charge 5 for many, many of us. It hasn't been a case of these devices wearing out, they all died because of an update caused by the company. We just want the cpany to do right by its customers and either fix the glitch that caused these problems or replace the devices at no cost because simply offering a discount after the company's actions caused the problem is absolutely unacceptable .

[Woody25]

Fitbit company messed up! So what if my warranty expired, we as the consumer have no control on what up grades or changes the company does. If it effects the operation of the watch we bought, YOU FIBIT COMPANY should reimburse the consumer warranty or not.