My experience with Charge 5 and Customer Service

[DawnDeeDee]

My first fitbit stopped working after approx 18 months and I was sent a replacement, which stopped working after approx 18 months. Reporting it to Fitbit, I am very disappointed in their response. Mine was a replacement fitbit, sent after the first one stopped working, therefore a NEW fitbit which should be in warranty. 

So two fitbits, both stopped working after about 18 months. That is not a great record for their devices!

I was sent a discount code to purchase another one. I will not be purchasing another fitbit for it to break in 18 months and go through this rigmarole again!

I feel I should be receiving a FREE replacement, not a discount code. It is their product which is faulty and that is not my fault!

Very very poor customer service!

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @DawnDeeDee. It's nice to see you around the Fitbit Community Forums. I'm sorry to hear that your Charge 5 has stopped working. We‘re taking your comments and sentiments in regards to our products into consideration.

As you mentioned, I've seen you contacted our Support Team before posting here and they've already assisted you. 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 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! 

[AngieC19]

Hi Dawn Dee Dee

Totally agree with your post,  same situation for me too.

Far too coincidental that many Fitbit customers are experiencing the same problems following a recent update !!

I have asked customer support to be honest and to  acknowledge they have created the problems 

Too many of us being told nothing they can do to resolve the issues, but would you like a discount code to purchase a new device. !! 

[SunsetRunner]

I have just been in contact through chat regarding my Charge 5 which they say has apparently failed and they too gave me a voucher.

I have owned a fitbit since 2019 the first one failed within the warranty period so was given a new one. That too failed after a a couple of years. I was presented with charge 5  which has only lasted around 2 years. So I have had 3 fitbits over a period of 6 years. Not a great record I am afraid i will not be buying another fitbit as my research has shown that they only last 2 to 3 years maximum. This makes them rather expensive for the length of service they give. I suspect this is battery related

[SamKula]

I had the same issue was asked to wait for update. Now it's not even charging.

Due to the country I'm in now Fitbit warranty is not going to replace. Been with them for close to 10yrs from the Charge 1.

Will never use them again.

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Moderator edit - word choice 

[Teasers]

Same for me. Mine was a gift for my birthday in 2021, October 2023 failed and replaced. Failed again now July 2025 and only a discount code. When u buy goods else where and fails the warranty renews with the replacement product, not when u originally purchase it. Amazes me how they can get away with it