Charge 5 blank screen

[Planina]

Hello, my charge 5 has a black screen and will not display anything. I have tried resetting by pressing the button 3 times, it is fully charged, it is still recording activity onto my app but the display just will not work. I did use some water to clean dust from the device so maybe the water lock mode is enabled but I cannot disable it from neither the app or the device.

Can anyone help please?

Moderator Edit: Clarified subject

[RSDown]

Same thing here. Black display and unresponsive to clock face change or rebooting. I can still collect data and view it on the app but that’s not really useful. Device is a couple weeks out of warranty so Support offered me a 35% discount on a new device. 🤔 

[TrevinS]

I haven’t been able to reach Customer Support, either via the app or the website. Keep getting an error message…

[SunsetRunner]

Same situation as you - just out of warranty and only offered at 35% discount.  Think it may be time to move on to a more reliable device, unfortunately.  

[CsSc4]

At least they offered you a full replacement. Mine was at 13 and 1/2
months- so they just said the warranty had expired. They did offer me a
small discount if I bought directly through Fitbit. It was the exact same
price as it was on Amazon. I went with Amazon. Thanks for letting me know
your experience.

[Ednak]

Hi, my screen went blank yesterday tried everything and nothing seems to have worked. 

[TrevinS]

I contacted Customer Service and after confirming that I’ve tried the troubleshooting suggestions (restart by pushing the button on the charge cord 3 times, change clock face, clean the device) they’re sending me a replacement

[Planina]

Same here

Sent from Samsung Mobile on O2
Sent from Outlook for Android<>

[marybethgleason]

Rats, this just happened today to my Charge 5 as well. It was working fine, and the screen went black. It is charged up, but no screen, and it will not reset via the side press method. I can't access the device to reset it, so I'm stuck with a non-working device.

[Jokebaut]

Same here. 😭

[Ednak]

I contacted customer service also and they are sending me a replacement! This is obviously a known fault.

----------

I have contacted customer service and they are sending me a replacement! This is obviously a known fault! I’ve only had it since 1 June this year!

Sent from Outlook for iOS<>

[Ednak]

I have contacted customer service and they are sending me a replacement! This is obviously a known fault! I’ve only had it since 1 June this year!

Sent from Outlook for iOS<>

[bhallsy]

Same here. My Charge 5 is 16 months old. 4 months after warranty.

I felt a series of long vibrations on my wrist and then had a black screen. It seemed to charge and still track steps but the battery drained very quickly. I still had the responsiveness and the green light. It seemed to still be tracking everything, so I called the support line and the tech told me to unpair it which was HORRIBLE advice because you can't re-pair it if you can't see the screen. He didn't want to take accountability for his faulty instructions so he opened a ticket for my complaint.

One day later I receive the typical, "We're sorry but since the watch is no longer under warranty, there is nothing we can do. But here's a 35% discount to buy another faulty watch."

I let it sit for 2 days and then charged it up and the screen came back. Managed to pair it again and thought it was working. Everything seemed to be the same. But the battery was toast. It completely drained in 3hrs and then the screen went black again and haven't been able to get it to light up again since. The 3 button reset doesn't do do anything other than make it vibrate. It's been bricked for a week now.

[Ednak]

I’ve only had my Fitbit since 1 June this year! I’ve contacted customer support and they are going to send a replacement!
Sorry to hear you have been having such a bad time with your Fitbit.

Sent from Outlook for iOS<>

[Planina]

My replacement arrived today just a few days after reporting it, so this was a very quick and efficient service, thank you Fitbit.

There is clearly a widespread problem with charge 5 failing...

Sent from Samsung Mobile on O2
Sent from Outlook for Android<>

[Bagsy]

I have the same problem. This is my 3rd Charge 5.

Fit bit will replace but getting a little fed up with the build quantity. 

Just about to complain again!

[Planina]

There is talk about a Charge 6 being launched soon, maybe that will get delayed to ensure it doesn't have the same high failure rate as Charge 5

Sent from Samsung Mobile on O2
Sent from Outlook for Android<>

[Bagsy]

Thanks for the news.
I should get a full refund as I'm not prepared to have a 4th Charge 5.
I was thinking of the Google pixel watch but may ask about Charge 6

Sent from Outlook for Android<>

[SunsetRunner]

I gave up on Charge 5. I bought myself an Amazfit Band 7. Way cheaper than Charge 5, about 1/3 of the price. So in case this one died after a year I won't feel bad. So far, it exceeded my expectation. 

[Planina]

My charge 5 replacement arrived very quickly so that was fantastic customer service from fitbit, however there is clearly a widespread charge 5 problem with the device failing with black screens.
I love the charge 5 and will probably upgrade to 6 when this one konks out and am loathed to change to a cheaper brand which costs a third of the price, but need to keep an eye out on the reliability of the replacement

Sent from Samsung Mobile on O2
Sent from Outlook for Android<>

[bhallsy]

I gave up on FitBit. There was no way I was purchasing another product after the way they've handled the firmware update bricking the Charge 5. I bought the Amazfit Band 7, too. At $59 this is a little more "disposable" than the $200 FitBit expects me to pay by replacing my Charge 5.

The Amazfit Band 7 has absolutely exceeded my expectations. More features than the Charge 5, changeable watch faces, pretty accurate readings and the battery life is amazing! 

Hey, FitBit....Bye, Felicia.