Fitbit, now under Google's ownership, is in the midst of a storm as over 100 users voice concerns on official forums. They claim that a software update rolled out in December 2023 has left their Charge 5 devices virtually unusable.
The company, however, denies any responsibility for the reported issues, including severe battery life problems.
Fitbit Users Outcry Over Device Malfunction
Last December 2023, Fitbit rolled out a software update for Charge 5 devices. However, users complained that it only made their devices worse since they were now "useless."
Fitbit users have taken to official forums to express frustration, with claims that the December 2023 software update has disrupted the functionality of their Charge 5 devices.
Reports range from severely diminished battery life to devices rendered "useless," prompting discontent among the user base.
Since many complaints are piled up to Fitbit at the moment, it's high time for the company to respond to each of them.
A spokesperson for Google, the current owner of Fitbit, refutes the connection between the reported device malfunctions and the December firmware update. The company states that the issue is under investigation and advises users to continue updating to the latest firmware while reaching out to Fitbit Customer Service if problems persist.
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Users Blame Software Update
Contrary to Fitbit's stance, users on the company's forums assert that the software update is the root cause of the problems. Some Charge 5 users caution against installing the update, sharing experiences of devices malfunctioning or ceasing to work altogether. The most prevalent issue reported is a notably short battery life.
As reported by BBC, users like Dean from Essex, who initially experienced a well-functioning device with a seven-day battery life, now find their Charge 5 rendered useless after the update.
Dean, and others like him, attribute the battery issues directly to the software update, pointing out the widespread nature of the problem.
Fitbit's Legacy and Challenges in the Wearable Tech Market
Founded in California in 2009, Fitbit played a huge role in pioneering the fitness tracker market. However, challenges have emerged in recent years, with smartphones incorporating increasingly advanced features. Fitbit's acquisition by Google in 2019 for $2.1 billion aimed to navigate this industry, but the recent user backlash poses new challenges.
Fitbit Layoffs
Earlier this month, Google made significant staff cuts at Fitbit, The Verge reported a few weeks ago. Co-founders James Park and Eric Friedman were reportedly among those departing. This move came as the wearable tech market continues to cope up with the evolving capabilities of smartphones, reshaping the industry's competitive landscape.
Fractured Customer Relations and Seeking Alternatives
Users expressing grievances on Fitbit's forums have criticized the customer service as frustrating, with some alleging no solution other than purchasing a new device.
"Everyone who has bought a Fitbit Charge 5 anywhere should be able to return these units without question and receive an upgrade to keep faith," they said.
Dissatisfied customers are demanding accountability from Google and considering alternatives provided by rival firms, further complicating Fitbit's standing in the market.
This is not the first time that Fitbit faced a backlash from its customers. In October 2022, a delayed refund process triggered the Ionic smartwatch users to call out Fitbit. Apart from that, they said that there was an overheating issue in the batteries of the devices.
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