Charge 5 blank screen

[Coxness]

Hi all, my Charge 5 died - blank screen, reset (even after hours of charging) doesn't work (logo flashes up then nothing), tried unpairing/re-pairing, uninstalling/reinstalling app... everything! So I got in touch with 'support' and they have not responded after over a week. I can see on the 'help center' that "We're working on this support case for you", but no emails, no contact about how long I am expected to wait... nothing. 

Has anyone else had a similar experience?

If this is representative of the support experience, obviously it would be crazy to replace the Charge 5 with a newer model. 

Moderator Edit: Clarified subject

[ELKL001]

Hi there,

I completely understand your frustration. I had a similar experience with my Fitbit recently. My device stopped charging and became very hot. After sending photos and following their instructions, I was promised a return slip but didn't receive anything for weeks. It turns out they sent the return slip to a random email account I didn't even know I had. Despite repeatedly giving them my correct email, I still haven't received the slip.

The lack of communication and delay is unacceptable. I recommend you persistently follow up with their support team and escalate the issue on their social media channels if necessary. They need to know that this level of service is not okay. It's really disappointing how things have changed since the merger with Google.

Stay persistent and good luck!

[erik_m]

Same exact thing happened to me.  It was NOT exposed to any water.  I updated this from charge 2.  I love the charge 5, very sad it died.  Right now I'm unemployed, so can't upgrade.  Using my old charge 2, not at all happy.

[erik_m]

UPDATE:  I called support.
   There is a button on the end of the charging cable.

I held it down for 1 second, 3 times.  A message appeared, and it now looks to be charging normally.

I will post again, if it fails again.

[RiekoC]

Hello @erik_m 

Thank you for letting us know that you were able to get your Charge 5 working again after restarting it using the charging cable.

[RiekoC]

Hello @Coxness

Although it shouldn't be this way, you have to be your own advocate and follow up with Support as @ELKL001 said.

It is better to either call or use their chat. Personally, I had better response when I called.

Make sure to have your original case # and don't let them assign a new case #. 

@ELKL001  - I'm going to ask a Moderator if they can help get some traction on your case. Although they aren't able to help directly, they often can assist by getting in contact with the correct team.

[clswann]

Yep, mine did the same thing.  My last sync was June 23, 2024 and since then nothing.  I put on Charger and it shows the Logo, vibrates like it is charging but then nothing and the lights on the back are dead, no activity whatsoever.  I have been using my phone for my steps but that ain't cutting it.  I haven't contacted customer support yet.  that is why I am on the site now but wanted to know if anyone else is having this issue.

[worst_products]

Yes, my Charge 5 died suddenly in June 2024. Support offered no actual help since it was out of warranty. I do not count 35% discount on the 30% over-priced store to be a fix for my issue.

[CookieMika]

I am having the same issue, started this morning, nothing I have tried worked to revive my Charge 5.