Charge 5 Brand new not working black screen

[tucsonBrian]

Charge 5 black screen but still vibrates when attached to charger. Reboot feature not working with 3 press and red light is lit on back of device. Please help

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And why is there no support by phone or even chat? 

Moderator edit: format

[DavideFitbit]

Hi, welcome to the Community forums, @tucsonBrian.  

I appreciate the information that you've shared about this inconvenience with your Charge 5 and for confirming that you already tried a few troubleshooting steps and that you tried contacting the Support team. 

Since you already tried the thee pulse restart procedure and you had some trouble to get in touch with Support, I've gone ahead and sent your information to the Customer Service team for further assistance with this, so you should be getting a reply soon. Please keep an eye on your inbox. 

See you around. 

[tucsonBrian]

Not sure if you get these emails so I'll just respond with thanks and do I follow up on the community forum thread or email?

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I have not gotten a reply whatsoever by response to this forum or by email very dissatisfied with the complete lack of customer service this company/product has to offer. No chat/live agent/phone number or anything for support other than a computer generated message promising assistance that never comes in any form

[cmcraig.horning]

I am having the same problem. What did they end up saying? How did you fix it? There is a glaring lack of information on this problem. 

[tucsonBrian]

Absolutely no help whatsoever. All the responses have been automated no help garbage. At one point they asked if I had the receipt, I didn't need to be advised on how to return the device. Good luck

Sent from my T-Mobile 5G Device
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[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @cmcraig.horning. 

Thank you for sharing that you've been having the same issue with your Charge 5. 

In case there's any problem related to the battery not charging properly, please make sure that you've followed the steps provided in this article: Why isn't my Fitbit device's battery charging? 

In addition, there are some general recommendations that are usually helpful with any type of display issues. Please try these additional steps that have been useful for other users:  

1. Complete the 3 pulse restart procedure method using the charging cable.
2. Please sync your device in the Fitbit app. 
3. If you  can't sync:
   • Remove the device in the Fitbit app.
   • Uninstall and reinstall the Fitbit app.
   • Set up the device again.
4. If it's still unresponsive, please try changing the clock face as well and check if you're able to see anything on the display. 

@tucsonBrian It seems the Customer Support send you some instructions via e-mail, please keep in mind that they need to make sure that all troubleshooting steps have been exhausted. If you didn't receive their response, male sure to check your spam folder as well. The best way to get help for this problem is to chat with us online or give us a call. You can click here to get connected.