My experience with customer service

[Kelliemagnus]

I’ve been a loyal Fitbit wearer for a very long time but I am concerned about how poor the customer service has become. My last FIVE devices have gone bad. The last one I purchased went bad within six months and its replacement went bad in three months. Fitbit said the replacement was not under warranty and offered me only a discount. I ordered a new Charge 5 and just received an email that it is delayed for another 30 days. I canceled the order and asked to receive the discount to use it on another model but was told that that was not possible. I do not think this is fair.

[usmcdannyboy]

I can feel your frustration. I am on my 3rd purchased fitbit but in actuality I am on my 6th. On each of the 3 I purchased, all have stopped working in about 6 months. I'm careful, I don't shower with them or go swimming. I've received replacements for each one and those have broken as well but not replaced because the warranty period was only for a year after the purchase.

I have waited 2 weeks for this replacement and they failed to send me back a charging cord after instructing me to send the original cord back. I was told I will get a cord in 7-10 days. 

These devices are a good idea, but the execution is poor and the quality is also poor. We are being treated as suckers for giving them every opportunity to do the right thing

After I exhaust all of my options on this device. I will never purchase another. And I will spread the word to everyone to never purchase one either. 

Please join me in exercising our freedom of choice in the marketplace. And hopefully enough of us will send the message that poor products do not survive in this market.

[Arrrrr32]

My second Charge 5 just died.  I've had every Charge generation, and older trackers before that back to 2014.  Most of them have just died - band failures, dim screens, etc.  The Charge 5 simply  stopped booting and is stuck in a loop.  I suspect it was water intrusion from me sweating, since I don't swim and didn't take it in the shower.  

Fitbit told me that the warranty period for the second device started when I bought the first device.  That means it was out of warranty less than months after I received it from Fitbit, none months ago.  It it had been treated as new it would have died two weeks before the warranty expired.  The previous one also died a six weeks before the warranty expired.

The devices have worked well when they worked.  The build quality and endurance is absolute garbage.