Fitbit

After exhausting all avenues possible using the Chat option online, I have no resolution as to what will be done about what I believe is a defective Fitbit Charge 5 device. I do understand that customer service agents only have limited authority in what they can offer, but the 35% off a new device is, to be blunt, ridiculous when my device is only 2 years old.

The battery is now draining in less than 24 hrs. It started holding the charge less and less over a year ago, but never to the point of being unmanageable. I put it down to how lithium batteries do over time lose power. However, no device should fail as this one has done in the amount of time it has been used, especially when it has been used as instructed, and only had very few available options running.

By the time the device was a year old, I was needing to charge it more often. By this past Spring, it drained quickly enough to require being charged every 24-36 hours. Now it is draining literally overnight, and has been doing this at beginning of Sept. I have disabled almost everything, including my incoming texts and calls, my SpO2 monitor (which I need at my age), and everything else I can think of.

I've seen on several Fitbit communities that many owners have experienced this, and have gotten no help at the Customer Service level.

Is Google now so big that the customer no longer matters? Thats a question that comes up regularly from people who have tried to get some kind of satisfactory service.

My last Fitbit lasted me 5 years with no change in battery drain, and then lasted for another 2 yrs for my daughter before she was gifted with a newer version. I upgraded to the Charge 5 to have more options, but now I wish I hadnt, since I cant use most of them with draining the battery in only a few hours.

This has become very frustrating ... I use this Charge 5 as my watch, and cannot have this happening, as I rely on it so much.

Are some of these trackers defective? They must be, and Google/Fitbit needs to step up and replace them for owners who are in the situation I am in. If not, there will be customer like myself, who without a satisfactory resolution, we go to other brands for all of their personal and home devices.

Case in point, we are looking at doorbell cameras and other security systems, and will not buy any Google product if this Charge 5 tracker is recognized to be defective, and is replaced without cost to myself. We may be one household that may not make a big difference to Googles bottom line, but we are still important.

Absolutely a joke. Since 2016, I have bought more than 25 Fitbit products for my family and friends as gifts. I purchased a Fitbit from Walmart in March that was in the box. This past two weeks, it started giving wrong counts such as steps, etc., sitting down, and it would register 155 floors climbed. From the beginning, I asked about the warranty. But they would not discuss this with me.

After calling back every day for a week, I was told it was not syncing and needed an app update. I would do the update, restore the Fitbit, resync it. The next day it would not carry over the information. After every day going through this, I am told it is broken - which I already knew, that's why I have been calling!

I have had it 7 months after buying it new, and was told it was 18 months since it was first used. This is incorrect, as I bought it brand new in the box. I asked what email and account had been linked to it, but they had no idea, only when I started using it. They offered me a current deal where I could get a refurbished model for a 30% discount, but if I escalated the issue I would not get this option.

Over a week of people knowing the device was broken, but continuously wasting my time. I have been very big into their products for years now. I had planned to purchase 9 of these as Christmas gifts for family members. But after being told I had used a product for 18 months when I had only owned it for less than 8 months, I was not happy.

I do not like being called a liar. When did it become acceptable to ignore the saying, 'the customer is always right'? The policy seemed to favor whoever was in the company's best interest, not the customer.

It's unfortunate that you have tarnished your name so badly that you are going to rebrand under Google. I assure you the fitness trackers I will buy now will be Apple products. At least when I spend a couple thousand dollars on them, they will back up their warranty.

All you had to do was switch out the Fitbit, but instead you accused me of lying and attempted to extort money from me. Could someone please call me back and let me know?

My Versa 4 was not working, so I called customer service. They talked me through some steps and determined my watch was not repairable.

They provided me clear instructions on how to send it in to FitBit for a replacement. Within days, I had my new watch. I then called to get assistance it getting the new watch set up. I received excellent service from all 3 representatives I talked to through the process from 1st call to last call.

Alex (Guatemala), Manuela (Columbia), Joy (Columbia) were outstanding in their service to me.

Friendly, courteous, and provided professional assistance. Thank you so much!