3 week old Charge 5 pulsing white screen

[Falequeen]

So I pre-ordered my Charge 5 and it arrived at the end of September.  I've been using it normally, and even bought a screen protector.  I've been waiting for a case to come out for it for further protection, but it hasn't had any hard knocks and it's only exposure to water has been in the shower (taken off and dried immediately after).  This morning I woke up to it giving me a pulsing white screen when I double tap.  It occasionally gives me a flash of the home screen, but mostly it's just this flashing white screen.  Please help..

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @Falequeen.  

Thank you for all the details that you've provided regarding the inconvenience that you've been experiencing with your Charge 5 device. 

I've sent your information to the Customer Support team for further assistance with this, but was informed that you already have a case created or that you already got in touch with them. In this case, they will let you know how to proceed. 

Have a great day. 

[Tlzt]

Following. Mine has a steady white screen. Two weeks old ☹️

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How can I open a case or get help?

[loulouxyz]

Same for me too. Started with it going black with a white line flashed when I swiped on the Home Screen, then gradually it now only shows a white line flashing if it all. Struggling with support as I’ve sent all requested videos, contacted multiple times, my Charge 5 wasn’t even 2 weeks old when it started and I’m waiting in limbo for support to reply. I’ve had two app chats, 1 phone call, a long email thread which my last reply from them was Wednesday- I’ve mailed daily asking for an update, and I’ve contacted on Twitter too. Hands down it’s the most frustrating and worst support I’ve ever received. I’m mad at myself for being so excited and switching from apple. 

Moderator edit: format

[DramaQueenDiva]

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@Tlzt wrote:

How can I open a case or get help?

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If you look on the bottom of your screen, you'll see a link to the "Help" site.  From there, you'll have a variety of options to choose from to get in touch with Fitbit.  I usually use the Live Chat option.

@Falequeen, have you tried putting the device into a bag of white rice?  What will happen is the rice will draw the residual water out due to the fact that it's a starch.  Leave it in the bag overnight to see if that helps.  My sister dropped her phone in a lake once and used this method to dry it out.  Despite being the water for hours, once she left it overnight in the rice, it worked perfectly.

[DavideFitbit]

@Tlzt Thank you for your reply.

If you haven't done so already, I recommend that you complete a restart procedure as described in this article. If you're still having the same problem after the restart, the best way to get more immediate help for this problem is to chat with us online or give us a call. Click here to get connected. 

@loulouxyz I've been informed that you have indeed contacted the Support team. Keep in mind that since this is a new product, they often need to verify things with a higher level of Support, so it may take a bit longer than usual to receive a response. Thank you for taking the time to share your feedback and experience with this. They should be communicating with you soon, please keep an eye on your inbox. 

Have a great day . 

[loulouxyz]

Sorry but how is the fact that the device is a new release an excuse for poor customer service? I’m happy for you to take the device back and give me a working one and do all the testing and assessment on it that you like. The fact is that I’ve been sitting with a faulty device and not offered any remediation and waiting over 48 hours for the response to my case after providing multiple videos proving that I’m actually having an issue and attempting the steps to solve it multiple times. Using the fact that it’s a new device for the reason why it takes so long to “verify” my faulty device is faulty is a cop out. Where a device is faulty, I am within my rights to get a repair, refund or replacement (UK Consumer Rights Act). These are fundamental rights for faults within 30 days of receiving a product. I received the product on the 9th of November and it started showing faults on the 21st November, 12 days and I reported this immediately. Instead of being offered this, even after sending videos of showing the fault, I’m being fobbed off with being told it has to be “verified” with a higher level of support. If you are unable to support a device then you don’t release that device. Faults are inevitable in technology and with a new device out you should expect faults and bugs to be reported and be able to deal with these effectively and not treat customers like this. Since it’s been 47 hours and 15 minutes since my last reply regarding my device. Do you think this is acceptable treatment of a customer? Are you trying to extend it to past the 30 days so I can’t ask for a refund? 

[DavideFitbit]

@loulouxyz Thank you for taking the time to share your feedback about your experience with the Support team and with the product. 

Since you already tried all the basic troubleshooting steps suggested in the forums, it would be necessary to continue the assistance process with the Customer Support team. It seems they already sent you a response with further instructions. 

Thank you again for all the feedback provided. 

Have a good day.