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My experience with Charge 5 and Customer Service

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‎02-22-2025 11:31 - last edited on ‎02-24-2025 06:06 by Fitbit Moderator

‎02-22-2025 11:31 - last edited on ‎02-24-2025 06:06 by Fitbit Moderator

Take care if buying a Fitbit. Product went faulty July 24 and was within warranty.... Fitbit replaced no problem. Replacement product went faulty Feb 25... All care guidelines followed for both devices. Fitbit would not replace. A replacement device has a total of 45 days warranty. Fitbit refused to consider any replacement. 35% discount on a new purchase offered... Great. I don't want a Fitbit so went to buy pixel 2. Discount not transferable. Called Fitbit, they would not agree to support purchase of anything other than Fitbit even though pixel 2 also available on Google store. 

Moderator Edit: Clarified subject

Best Answer
2 REPLIES 2

‎02-24-2025 06:09

‎02-24-2025 06:09

Hi there, @Colindouglas10. 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 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.

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! 

Maria | Community Moderator, Fitbit


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‎02-24-2025 09:30

In response to MarreFitbit

‎02-24-2025 09:30

Thanks for your email. I fully appreciate that the chat / help function
would be the best forum to get the matter resolved. I have been told by the
help desk the decision is now final. I have no faith the matter will ever
be resolved to my satisfaction. I merely posted on the forum as I would not
want anyone else to find themselves in a similar situation. The additional
post created by another user highlights that sadly this is the case.
Best Answer