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Replacement Charge 5 is defective

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‎02-19-2023 08:33 - last edited on ‎02-24-2023 14:56 by Fitbit Moderator

‎02-19-2023 08:33 - last edited on ‎02-24-2023 14:56 by Fitbit Moderator

Purchased Charge 5 in May 2022, and I am now on my 5th device.  I strongly believe that when Fitbit receives a defective device, they will immediately place it in a plastic bag and send it another customer as long as it is still capable of showing a display.  Why do I believe this? Because, it has happened to me THREE times!  All replacement items sent to me in a plastic bag had the same issue.  Fitbit support refuses to admit that the devices are defective, instead they require me to test and retest the device after doing the following.. reset the device, clear the data on the device (shouldn't they be clearing the previous customer's information before sending it to another?), place the device on the opposite arm, do not place the device on a tattoo, etc...

I am still currently jumping through hoops, but so far have only been told that they are willing to send me another device in a bag that was previously returned by another disappointed customer.

 

Moderator Edit: Clarified subject

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3 REPLIES 3

‎02-24-2023 18:01 - last edited on ‎07-29-2023 04:24 by Fitbit Moderator

‎02-24-2023 18:01 - last edited on ‎07-29-2023 04:24 by Fitbit Moderator

Hi there, @Mardigan.

Thanks for the detailed information and the time taken while contacting our Support team. While every replacement sent by our team has been tested and determined to work, I understand where you're coming from and I apologize for the experience that you've had with the Charge 5.

Because you already have a case created, I've forwarded your posts so our team can look into this. They have specialized tools that will allow them to help you, so please keep an open communication with them. Your feedback is appreciated and please know we'll continue working to improve our devices, as well as our services.

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0 Votes

‎03-08-2023 08:43

In response to LizzyFitbit

‎03-08-2023 08:43

Hi LizzyFitbit,

 

If you are actually testing these devices, then why is it that I am still receiving defective devices?  The count is up to FOUR now.  Do you actually have an employee who is strapping these on and running 5 miles to test the problem?

 

Mardigan

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‎03-12-2023 16:05 - last edited on ‎05-08-2024 08:39 by Fitbit Moderator

In response to Mardigan

‎03-12-2023 16:05 - last edited on ‎05-08-2024 08:39 by Fitbit Moderator

Hi there, @Mardigan and @TOB9990.

Thanks for taking the time to share your feedback about this situation. Our team constantly works to improve our devices, and the input we receive from our members is a big part of the process. I'm sorry you've had this experience with your trackers and because you already have a case created, my best advice is to get back to our Support team in order to receive more details about their resolution.

Best Answer