Charge 5 black screen

[Kristjag]

My scrern is black, it is fully charged, synced, tried reset 3 times, tried changing clock face... no change.  Watch about 1 year.

Moderator edit: subject updated for clarity

[Miniskirt]

Mine too..Fully charged this morning then noticed the blank screen 2 hours later...I've tried everything people advise and nothing works..still black blank screen..only had it 2 months...any help would be appreciated...Absolutely frustrated and unhappy with this product 

[aceofhearts44]

I could not resuscitate my C5 so I am unable to offer advice, sorry.
Given the apparently high failure rate of the C5, FitBit should send out a memorandum to owners/sellers etc as to whether they recognise it, stating the fault (and serial numbers) and if it has been fixed. So, FitBit do you recognise the problem reported by so many users? Or do we have to report it to a consumer organisation along with FitBit’s apparent indifference?

[JenElsie]

If you've only had it two months then it is still under warranty. You need to contact them, and they should send you a replacement. However, my replacement did the same thing, so they are sending a second replacement.  Seems more like a malware issue than anything else. I'll see what happens with this new one they are sending me...

[Miniskirt]

Thanks JenElsie for info.

[kathleenjames]

I have the same problem. It was not even close to losing battery and suddenly I get an email that its run out. I got home and put it on the charger and nothing. I've tried the button on the charger and that didn't work. I tried the changing clock face but it won't let you because it says the device is not connected. I have to wonder that suddenly so many people are dealing with this at the same time as the update???

[Gemma11]

I’ve been thinking the same as I keep seeing the same issue in the forum day after day and no resolution. Maybe I should buy some apple stocks too as I feel a lot of people will be switching lol

[DavideFitbit]

Hi everyone, thank you for all your reports and for confirming that most of you have contacted the Support team for further assistance. 

If you've tried the general troubleshooting steps mentioned here earlier, I do recommend that you get in touch with the Customer Support team or that you continue the communication with them in case you already have a case created with them. You can click here to get connected. 

[Tclayton918]

Did the chat ask you to video yourself doing the reset?  

[JenElsie]

They did not ask me for any video of myself.. 

[Kristjag]

Not with me.

[aceofhearts44]

Yes I was asked to video myself doing the reset. I declined.

[mitchtl]

I have tried all the recommended fixes, nothing works. Based on the large number of people experiencing the same problem for no logical reason, one has to assume Fitbit is responsible for the problem.While it is "only a $150 item", when you add up all of the malfunctions, it becomes a very expensive problem. The customers who bought the Charge 5 should not be losing money for something caused by Fitbit. I suggest some honesty  regarding the failures, a fix for the problem or a free replacement (not faulty) similar product.

I did the online chat, same suggested fixes, none work. Now they want me to keep it plugged in for 30 minutes. There is absolutely no response when hooking it up....this watch is deceased.

[DavideFitbit]

Hi everyone, thank you for all the updates that you've shared. 

As mentioned earlier, if you're new to this thread, make sure that you've exhausted the troubleshooting options listed here earlier. If the issue persists, please make sure to go ahead and contact the Customer Support team so they can let you know what are the options available for you. 

[Lauraagogo]

The link provided here goes to a page that doesn't make sense. My charge 5 screen is totally black will not respond. I have tried all of the options to reset.

My watch is 18 months old. Any restitution for this or do I just throw it away and quit Fit Bit?

[Kristjag]

I would chat with fitbit... make sure you know where you bought it from.
Good luck.

[aceofhearts44]

Thanks I agree. I bought it directly from Fitbit. They knew that but still gave me all this fuss. They just refused to accept my explanation and then tried to get me to “stand on one leg do eight x 360s with my eyes closed whilst reciting some mantra (or equivalent…”, you get my drift)*. Aka Avoidance Behaviour. I have now been asked to send the device back. Which goes like this:
Pack it.
Go to the Post Office, time wasted driving (pollution, parking)
Register it. Send it off
Hope for a refund of postal cost, device cost etc.
Why can’t they just send a refund or if they really want the faulty device send a courier to my residence to collect it?
I am not impressed. The problem is of course FitBit know they have got you locked in because it’s not possible to change platforms and preserve data after such a long time. If I had my time over again I would choose a more customer friendly company. Which of course is still open to me just on a different platform. I am not impressed by FitBit in the slightest. Not customer friendly at all.
*if you really want to know it in this blog somewhere. Many of you will know the dumb procedures anyway.

Bon chance,
Aceofhearts44

[Kristjag]

Sorry they responded that way... if you send it, keep the wrist bands...
they only replace the pebble.

[JenElsie]

You have to reach out to fitbit support and see what your options are.  I had the same issue with my first, and then they replaced it with a second, same thing happened again, then they replaced with a third and it is now finally working. You just have to be persistent with them and tell them what you have tried to fix it. I found the online chat to be the quickest response time:

Go to: https://myhelp.fitbit.com/s/home?language=en_US 
Then click "Get Support" under the Lets Talk section 

[Zorn]

If you happened to buy on Amazon from a third party, Fitbit support won't help you at all.

I'm currently in the process of trying to get a refund from Amazon, who seems to have a nicer support team.

That said, I'm beyond pissed with the situation since the device malfunction is obviously Fitbit's fault.

Never in my life will I buy another Fitbit product. I will go to my grave telling people to avoid them.