My experience with Charge 5 and Customer Service

[MorrisonJ]

I've been using my fitbit for a while now and have had it for a couple years. Today, the screen was black and didnt show any information. I shut off the watch and when it turned back on, it's now stuck on the logo and won't do anthing. I've reset the watch, unpaired it from my phone, rebooted my phone and restarted the app - still nothing. 

I chatted support and they sent me to the next level of support, and what I'm told is my watch too far out of the return policy and there's basically nothing they can do. So does that mean I just toss this in the garbage???? I've purchased 3 different fitbits over the years and once they get out of warranty, I'm always told it can't be fixed. This seems like a waste.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @MorrisonJ. Welcome to the Fitbit Community Forums. We‘re taking your comments and sentiments in regards to our products and services into consideration.

Thanks for your question about why we offered a discount towards a new Fitbit product instead of a replacement of your existing Fitbit product. Our limited warranty provides repair or replacement of products that have a defect while still in the warranty period. Your device is out of the warranty period, and therefore is not eligible for repair or replacement, but we want to offer you a discount to thank you for your loyalty to Fitbit.

For more information about our warranty, see fitbit.com/legal/returns-and-warranty.

[MorrisonJ]

Thank you for your reply so quickly - while I can appreciate the discount on another purchase, it seems like this is how my FitBit experience has been going. I've done the replacement before with an older one and I can't understand why this can't be just reset to factory settings or something. Seems like a waste of a perfectly good Fitbit. I bought my wife the same one at the same time, so we are now just waiting for that one to stop working as well.