I purchased a brand new charge 5 directly from the Fitbit website. Upon setting it up for the first time it started boot looping and became useless. Tech support was unable to fix the issue over the phone and i was asked to mail the item in.
That was well over a month ago. The package has still not arrived at Fitbit, and the support group has their hands tied so badly that they just started lying to me to get me off the phone. I was provided a fake tracking number, i was told that someone would be calling me to discuss my case (which never happened).
They use the courier delays as a crutch, i understand they want the item back before replacing it, but when an item has been lost and found and gone across the country and back for over a month... There should be some kind of solution. I offered to purchase another fitbit, then have them refund me once my defective unit arrives, but they refused.
I hope no one has any issues out of their device, you might as well toss it in the trash and switch brands if anything ever happens because the return process is a joke.
