My experience with Charge 5 and Customer Service

[blueorchid62]

Fitbit 5 battery super drain started before device was two years old. I've done everything the chat agents told me to do, and it still drains in less than 8 hours. I've disabled the GPS and the SpO2 features. I think the unit is defective and told the agents that. Their answer? They will give me 35% off the purchase of a new device. Big deal.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @blueorchid62. 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 keeps 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! 

[blueorchid62]

This device is not malfunctioning due to a defect. Further investigation has shown that many, many Charge 5 users have experienced the same issue since the last update. This is not a device problem, it's a firmware/software update problem. We've only heard from those who are on the forum. I suspect there are many, many more who figure their devices have simply run their life span and have discarded them. This is a problem that Fitbit/Google needs to fix. To say it isn't an update problem when so many users have identified that the problems started after the last update or two is not taking accountability and fixing the problem. Surely the talented team of programmers at Fitbit and Google can figure this out and create a patch to correct it. Read the forum posts ... I am not the only one experiencing this, and who has decided to never buy another Google product if the company doesn't take accountability and step up to either reverse the update or create a patch to fix it. So, no, my question has not been answered to my satisfaction. At this point, I am angry, frustrated, and quite frankly finished with Google products. 

[mkcamp95]

@blueorchid62  I totally agree.  Whatever “help” customer service gave was worthless.  Mine still is not syncing, pairing with phone and battery drainage with a few hours.  I’m done.  Going to use my work service points towards a different cheaper product.