Black Screen, Won’t wake, Still Syncs - Charge Five

[Ryan-K]

Charge five screen suddenly stopped waking up a few hours. Still vibrates and syncs fine.

Tried charging, resetting, and updating to the new firmware. No dice.

Bought it only 9 months ago in October. Seeing other posts about the same thing has me worrying it’s a defect in the batch 😓

[Odyssey13]

https://myhelp.fitbit.com/s/support?language=en_US 

[GlosGirl]

I'm on my second Charge 5. This one I have only had a month or so and this morning between a walk and swimming the screen and heart monitor died. Still syncs, still charges, but didn’t record swim at all and no screen.

[KateLeen]

My Charge 5 is 8 months old and same issue. Is there a fix?  I recharged, pushed the button on the charger. It’s been 3 days of attempts. 

[DarinB]

Call them. 877-623-4997. I called on Sunday, went through the reset steps, heard nothing back…called today and they are replacing mine. 

[KateLeen]

Thanks for the info! I’m on the phone and they’ll provide a
replacement for me!

Many thanks!
--
KateLeen 

[Odyssey13]

Great news @KateLeen !  If you can, return and edit your post as you have your name and phone number on it.

[GlosGirl]

No fix.  Mine sprang back to life, but battery is flaky and it won't record a swim

[GlosGirl]

Ok.  Update on my Charge 5.

Complained to Fitbit and after performing two re-sets, neither of which worked, they agreed to either a) replace the lozenge only or b) give me 50% off a new Fitbit!!  So, my Fitbit dies through no fault of mine and they offer me 50% off another Fitbit!!  What kind of customer service is that?

Obviously I chose the replacement lozenge, which arrived this morning, and it's a refurb!  So, basically one that one of you lovelies has returned.

I would have thought one of the options should have been sending back for a full refund.  Won't ever be buying another Fitbit, that's for sure.

[Odyssey13]

@GlosGirl   this is from a Fitbit Moderator: "If you received a refurbished product as a replacement, please know that it has been verified by our team. 

Mostly these are  products that are returned because the users don't like the color, chose the wrong model or size "

[Briddy]

Same here but it has stopped vibrating as well. Same age if not slightly newer than yours.

[KMC2568]

Same thing happened to my Charge 5. I went through all the common fixes - cleaning the back, changing the charger, etc. Called customer service and after the customer service representative confirmed my Fitbit account and walked through the same steps with me, I received an email authorization for a replacement Charge 5. The whole process took about 5 minutes.