- Summary Points
- Fitbit faces backlash as users claim a software update rendered Charge 5 devices unusable.
- Over 100 users report issues, mainly short battery life, on Fitbit forums.
- Google, Fitbit’s parent company, denies update is the cause, advises updating firmware and contacting customer service.
Fitbit, a leader in the fitness tracker market, is currently embroiled in a customer satisfaction crisis. Scores of users have reported that a software update released in December 2023 has left their Charge 5 devices virtually unusable. Despite more than 100 users voicing their grievances on official forums, Google, which owns Fitbit, has denied these allegations, stating that the issue is not related to the recent firmware update.
The primary complaint among users is a significantly shortened battery life, with some devices allegedly becoming entirely non-functional. One user, Dean from Essex, shared with the BBC that his Charge 5, which previously had an impressive seven-day battery life per charge, is now “useless” and “dead” following the update. He, like many others on the Fitbit forums, is convinced that the software update is at the root of the problem.
Despite the flood of complaints, a Google spokesperson has not provided an alternative explanation for these issues. Instead, they encourage users to keep their devices updated with the latest firmware and to contact Fitbit Customer Service for any problems encountered. This response, however, has not satisfied many users who remain adamant that the software change is responsible for their device malfunctions.
Fitbit, a pioneer in the fitness tracker market since its inception in 2009 and boasting over 120 million units sold globally, was acquired by Google in 2019 for $2.1 billion. The brand, however, faces increasing challenges in the wearable tech market due to the advanced capabilities of smartphones. Adding to their woes, Google recently laid off hundreds of staff at Fitbit, including co-founders James Park and Eric Friedman.
The issue has extended beyond just battery life problems, with some users reporting that their Charge 5 devices went from fully functional to completely bricked overnight. Customer service responses have been criticized as frustrating, often offering no solution other than suggesting the purchase of a new Fitbit. This has led to demands from customers for Google to be more accountable and consider upgrading affected users to maintain brand loyalty.
In summary, Fitbit is currently navigating a challenging situation with its Charge 5 devices. The allegations of a faulty update affecting battery life and functionality have put the company in the spotlight, raising questions about product reliability and customer service efficacy in addressing such widespread issues.
https://news.yahoo.com/tech/fitbit-customers-devices-unusable-154059288.html