My experience with Charge 5 and Customer Service

[Richie72Box]

My kids gave me a Charge 5 for 70th birthday. It died and would not wake after one year. It was replaced foc but now this has died again after  16 months. I have been offered a 35% discount if u buy another from Google website but this is still way more than if I went to Amazon. I feel Google should do the right thing by me and others who have similar concerns and replace our useless Fitbits

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Richie72Box. Welcome to 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 screen of your Charge 5 is still blank. 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! 

[Richie72Box]

Hi
Further to the reply advising me to keep in touch with Fitbit support after several attempts without a response I have decided to give up and throw the failed Charge 5 into the trash can. For the moment I can’t see that I will purchase another FitBit as after 2 failures with exactly the same defect I am loath to throw good money after bad. Thanks for the Community response. Richard

Sent from Richards iphone

[Hendrik55]

Try what I did....

Persevere and demand a new Charge 5 

Even though the warranty has expired, I think you are still entitled to a properly functioning Charge.