Charge 5 blank screen

[kalpana23]

My Charge 5 got suddenly blank. No Charging either. The same was replaced about four months back. The replaced one also met with same fate. Complaint has been registered on 25 th May,2023. No response till date.

I am afraid that something really bad with manufacturing of this product. Costumers are really facing the trouble with no fault of theirs. Fitbit should look into the matter and provide suitable replacement or refund the cost of faulty product.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @kalpana23. Welcome to the Fitbit Community Forums. Thanks for the details provided in your post about the issue with your Charge 5. We‘re taking your comments and sentiments in regards to our products and services into consideration.

Please feel free to reach out to our Support Team once again if you have any further questions or concerns regarding the outcome of your case. They haven't contacted you as they advised you to use your case number to reach out to them if you needed further help. 

In the meantime, please restart your Charge 5 as suggested here How do I restart my Fitbit device? If the restart doesn't work try to change your clock face. If this fixes the issue, you can change your clock face back to the original clock face. 

As for the battery, you can try the troubleshooting steps provided in this help article Why isn't my Fitbit device's battery charging? 

[Surfista]

I wholeheartedly agree with you, as do many, many other posters on this board. It is hard to see how Fitbit can continue to ignore what is an obvious defect in their product.

[Ronaldus]

Will not restart. Nothing. Tried 6 times.

[Surfista]

If you are within the one year warranty (2 years EU) contact customer service and ask for a replacement.

If not, time to fbuy a new fitness trainer

[rvmich]

I have had the same issue my charge 5 is a year and 1 month old. Fitbit says because it is out of warranty I have no recourse except to replace it. As much as I am angry, upset and frustrated. I feel like I'm at their mercy and have no alternative but to BUY another one!

[kalpana23]

Thanks for your response. I am already in touch with Fitbit technical
support team but unfortunately no response from them till date.

[kalpana23]

Really sorry for you. I am still better atleast once they replaced. The
replaced one also got same fate after four months. Now I am also in same
boat :ship: as you are.
Good luck.

[rvmich]

Unfortunately they are SLOW to respond. I had to contact them twice. I was a little confrontational the second time to coax their response. I got it that day, after waiting 3 days from first contact. Incidentally, at the end of the first call the rep "guaranteed" I would have a response by the end of that day!!!

You are right! They should step up and DO THE RIGHT THING! I'm so disappointed in this brand...

Best of luck 🙂

[rvmich]

Things ofnote with this GENERIC response...

You CAN'T restart something that can't charge, having said that how thick do change a clock face on a device that you can't TURN ON. Just saying...

Good luck with this issue 🙂

[Surfista]

The slow response is most likely due in part to the overwhelming number of device failures. If you look at all the complaints here on the message boards, imagine how many more people are experiencing the same failures and going straight to customer support.

I would also suggest being kind to the Fitbit moderators. I must admit I have made fun of the endlessly posted restart instructions😉, but the moderators have to follow the procedures put in place by management. It must be tough working customer support for a product that experiences so many failures. 

I am hopeful that if knowledge of these defects becomes so widely known that product reviewers begin highlighting it in their reviews, Fitbit may be forced to offer refunds to all of us with failed devices.

[kalpana23]

Exactly that's what was my point. They are not interested in accepting the technical/manufacturing fault with Charge 5. Many like us reported this 

Thanks for supporting.

Best wishes.

Kalpana

[kalpana23]

Thanks for your support.

[kalpana23]

Hi
Thanks for your response.

Very much appreciated.
Very funny answer by the support team. Really they can only trick the dead
Charge 5 to bring it to life.

Best wishes

Kalpana

[kalpana23]

Hi,
Thanks for your support and response.
It appears that this is common technical issue with this product.

Technical/support team should convince Fitbit Management team to give
refund or replace with robust higher version of band.

Best wishes.
Kalpana

[AB1969]

I got my Charge 5 through United Healthcare back at the end of December 2022. That one did the same as yours. The screen went black, charge it, would vibrate. I couldn’t reset it with the charging cable.
They gave me a replacement however, they didn’t tell me I had to check my email to confirm it so it took longer to receive it. That was an April 2023. 

Then, in May the new Fitbit started having like a QR code on the screen itself, and I called and spoke with four people and one on chat they had one person asked me did I change the clock face, which I had. And I sent photos of the screen like they asked still no response and then finally about 11:30 at night I called again and the gentleman said oh yes we’ve received your photos. We will send one out to you now I’m still waiting for that one as well.