Charge 5 - Uninstalled device for firmware update, now I can't add the device

[DaringA]

I had issues back in September when I originally got the device with the screen not working and I was just about to send it back via the Fitbit team request but then it started working again.

Now two days ago the screen stops working again and I see there is a new firmware update. All day yesterday I tried restarting the device (the device does vibrate and show the logo when plugged in but that is the only display that works), restarting my phone, forgetting the device from Bluetooth, using wifi to try and download the firmware update, using data to try and download the firmware update, cleaning the charging ports, using different plugs/charging ports for the Charge 5 Charge, etc. Yesterday I spoke to 3 different customer support members via chat and the last one told me to forget the device and read it - the problem being I can not get the screen to work no matter what I try in order to re-add the device since you need to input the 4 numbers the device displays. They told me to contact them after an hour if it still didn't work and now I can't see to get the 24/7 chat function to work on the help site.

I have had numerous Fitbit products over the years - I was excited for a new one, now I'm just sad once again that this product does not work for me. It's new - it's not working and it really just sucks.

Moderator edit: format

[DavideFitbit]

Welcome to the Fitbit Community forums, @DaringA. 

Thank you for sharing that you've been having these inconveniences with your Charge 5.

I've been informed that you got in touch again with the Customer Support team and it seems they've provided you with further instructions. In this case, I recommend that you continue the assistance process with them so they can let you know how to proceed. 

Thank you again for taking the time to share all your feedback about the product and Customer Support, 

Have a good day.