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Reboot loop on Charge 5

Replies are disabled for this topic. Start a new one or visit our Help Center.

‎10-27-2023 12:43 - last edited on ‎10-29-2023 05:27 by Fitbit Moderator

‎10-27-2023 12:43 - last edited on ‎10-29-2023 05:27 by Fitbit Moderator

My charge 5 has been in a bootloop since august, contacted customer service last night and they said I was eligible for a replacement. Then got this email. WITHOUT ASSUMING !!!!!!!!!! Which is all customer service  (chat/call)  seems to be able to do, which I could easily do on my own. 

The second instruction says I should receive a second email with a list of what to include. At this moment I haven't received any other emails as they said I would, and no one has asked for my mailing address for a return. Again WITHOUT ASSUMING, I have in no way any communication stating they know my info and while one person has suggested to include my info and the non labeled case number which they helped me locate,I am to assume if I follow this instruction they are able to identify by the shipping label and then will hopefully email to get my address for a return unit.

Has anyone else gone through this process and is this the same way your experience was and what was your outcome? Apologies for my rant and probable tone.

Just a few more steps to go...

You're almost back on track! Please send your device to us with the label below:

1. Print—Print your prepaid shipping label

2. Prepare—In a small box or padded envelope, package the Fitbit device. You'll receive an email message from Fitbit Support with the list of items to include. Be sure to put your label on the front.

3. Ship—Use one of the following options to ship your package:

  • United States Postal Service—Send it through the post office
  • FedEx—Drop it off at your nearest FedEx location

 

 

Moderator edit: edited title to clarity

 

Best Answer
2 REPLIES 2

‎10-29-2023 05:24

‎10-29-2023 05:24

Hello @badcustserv Welcome to the Fitbit Community.

Thank you for your efforts with the situation you had with the reboot loop in your Charge 5. I was able to confirm you contacted support via chat and they were able to provide you with a solution, if you have any other questions or concerns, my best recommendation would be to contact them once again.

Best Answer
0 Votes

‎10-29-2023 15:16

In response to CrisVillaFitbit

‎10-29-2023 15:16

THEY ABSOLUTLEY DID NOT HELP! I have reached out several times with absolutely no resolve past a assumptions. My last contact with support was them quoting a script after me explaining my issue 3 times with no resolution. They tried several times to end the chat without a resolution despite me stating they had not. 

Best Answer