No Update on an open case for my Charge 5

[bhr73]

Hi,

I have an issue with my charge 5 and logged a ticket via chat and they opened a ticket, but there is no update at all since than.
Can you pls advise how I can get in contact to get more details on the ticket?

thanks

Moderator edit: edited title to clarity.

[CrisVillaFitbit]

Hello and welcome to the Fitbit Community, @bhr73.

Thanks for letting me know about this situation in regards to your case about your Charge 5.

I was able to confirm you contacted support, my best recommendation would be to contact them once again replying back to the same case, this is just about waiting, thanks for your patience!

[bhr73]

I have been a happy Fitbit user with the Charge 2 since 2017, but I have encountered persistent issues with the Charge 5. Despite having the Charge 5 replaced twice within the warranty period, the most recent replacement has also failed.

I have been waiting for nearly 10 days for a resolution from Customer Support. After spending 1.5 hours in a chat session and following the advised steps, the device, which was initially showing the logo and vibrating, has now stopped functioning completely. It no longer displays the logo, vibrates, or shows any signs of life; it has a black screen.

While I appreciate the discount offered by Support, I am not currently looking to purchase a new watch. I have reverted to using my Charge 2. However, I have noticed that one of the previously "broken" Charge 5 devices is now working after a long period, but it won’t pair because it is locked due to the replacement process.

My question is: Can the locked Charge 5 be unlocked so that I can use it in place of the broken one?

thanks, Bahar

[bhr73]

hi Cris,

do you know if the the locked Charge 5 be unlocked so that I can use it in place of the broken one?

[CrisVillaFitbit]

Hello, @bhr73, thanks for responding back and for the explanation of your Charge 5 situation.

My best advice would be for you to keep in touch with support once again since they're already working to improve the situation. In regards to the old Charge 5, it cannot be unlocked since it was replaced, I appreciate your understanding!