Buttons not working, screen slow to respond

[Mati]

For the past month or so my Blaze has been fickle. With the update in firmware (which I understand was supposed to correct the auto-dim) the screen was only very dim.  I have now changed the screen to set brightness to get around that. The buttons no longer work - once I look at the activity level, I am stuck there as the "back" button doesn't function. The screen wakes up only with the touch function. Twisting the wrist doesn't work and the buttons don't work. It resets back to the time screen when I charge the device.

I have done restarts with no benefit. I e-mailed customer support but this morning received the reply and I was told to send a video. I am not certain how to get that done (I am not that tech savvy on some things).  

This is the 2nd Blaze that has gone bad one (my first one never did hold a charge for more than 18 hours). I have a busy life which is why I have let this go for so long; the tracking activity still works, I just don't have a watch.  Does the community have any suggestions?  I have enjoyed the tracker, but having the first one not work from the beginning and the 2nd apparently die in 7 months leads me to question the longevity/quality of these devices.  Have I had bad luck or is this the normal track record?

[WendyB]

I would call customer service back. I dont understand why they would ask for a video.

[ronarmstrong]

alarm still not working can you call me asap

Moderator edit: Removed personal information

[FerdinandFitbit]

Hi there @Mati. Good to see you in the Community!

Just to be sure, I'd like to know if you're putting the little pebble inside the frame correctly by aligning the inner buttons with the buttons on the frame. It has happened to some users that don't insert the pebble correclty and this causes the buttons not  to work fine.

If this is not the case, I would recommend getting back with the Support Team as @WendyB suggested and to look for someone who can help you with the video for them to confirm that the tracker is not working and get you back on track.

@ronarmstrongis there anything in specific that you need help with?

Let me know if you  guys need more help!

[ronarmstrong]

yes I been trying to get help with my blaze the alarm will not work I need some one to. call me 409-392-3712

[FerdinandFitbit]

No worries @ronarmstrong. I can help you with that.

Are you able to set the alarms but they don't take place? It's very important to make sure you sync your tracker after you've set the alarm for your tracker to take the changes and for your alarms to happen. Where is it exactly that you're having problems?

If you'd still like to speak with a support representative, I can not schedule a call from my end but please call to (877) 623-4997 M-F 4am-8pm // Sa,Su 6am-9pm (PT) or choose any of the other support channels we offer. Our team will be happy to help you.

Anything else you may need, let me know. I'll be happy to help! 🙂