Charge 5 display not working

[MrsMolerio16]

Just unboxed my new Charge 5 and the display is defective. Very upset. Need a replacement asap @Fitbit  

Moderator edit: subject updated for clarity

[DavideFitbit · Accepted solution]

Hi, welcome to the Fitbit Community forums, @MrsMolerio16.  

Thank you for your feedback and for all the details that you've provided regarding the inconvenience you experienced with your new Charge 5. 

I've sent your information to the Customer Support team for further assistance with this, but was informed that you already have a case created or that you already got in touch with them. In this case, they will let you know how to proceed. 

In case you need to get back to the Support team for further instructions, the best way to get more immediate help for this problem is to chat with us online or give us a call. Click here to get connected. 

Have a good day. 

[MrsMolerio16]

Thanks David  but they were useless. They confirmed my issue and yet gave only empty promises that someone from their "higher team" would contact me via email the same day. This was said to me since Saturday, and reconfirmed on 2 additional contacts during the next 3 days. I have yet to hear back, and frankly I am tired of waiting for what I paid for, that a bug company like Fitbit can easily resolve. They can email me a pre paid return label and ship me replacement. No one has resolved this, so I gave up and am returning the product outright. I am being charged return shipping which is unbelievable, but I am fed up and have wasted enough of my time. I ordered a new fitbit from Amazon last night and it has just arrived. Crossing my fingers that it is perfect. 

[dawsontg]

How is this marked as solved? This issue was clearly unresolved and there is another thread with multiple people experiencing a similar issue?

Re: Charge 5 black screen after syncing, won’t sta... - Fitbit Community

[ethan1212]

I am having the same issue. Incredibly disappointing that the customer service is useless and the products don't work. 

[cammia]

 Hi,

I also have a screen issue. The screen shows a block of beige color and is non-responsive. It links to the app but nothing displays on the screen. I have tried resetting using the button on the charging cord per a youtube video but nothing changed. Would appreciate help from customer service. Called the number but the phone menu choice (#4) doesn't work.

Thanks

[J4k3_Ry4n]

How is the Amazon device?

[MrsMolerio16]

I don't want to jinx it but... So far it is perfect. Perfect right out of
the box, bright bold display with vivid colors (as expected, lol) and I
have the first one packed up and ready to go, just have to find a moment to
drop it off at FedEx.
I'm a little bit bitter that I am having to pay return shipping and have to
drive to drop it off... as if I wasn't inconvenienced enough 😆 but all in
all it is good to know how little fitbit cares and how unprofessional the
process has been. Also nice how it is their newest product and they don't
seem interested in the fact that people are receiving defective devices. My
charge 3 has been amazing since June 2019 and still going strong, so I have
high hopes that this (second) charge 5 will be as good.

*for those of you having issues, trust me, forget about going through
support. Click return on the shipping confirmation email, pay the $5 and
print the label and send it back... then order it off Amazon. Minimum wage
here is $15, so investing more hours of my time will result in a greater
loss than $5.

[DavideFitbit]

Thank you for all your replies @MrsMolerio16 @dawsontg @ethan1212 @cammia @J4k3_Ry4n.  

It seems that some of you have already contacted the Customer Support team about this problem with the display not responding. 

If this is related to the battery, please make sure that you've followed the steps provided in this article. If the device is charging, but the screen is completely black, make sure that you've also completed the restart procedure described here. 

In you're still having trouble with the device not responding, please continue the assistance process with the Customer Support team here, so they can provide you with further instructions. Since this is a new product, they may be taking a bit longer than usual to reply because they often need to verify information with a higher level of Support, but you should be receiving a reply soon. 

Have a great day.

[CoffeePDX]

totally had same experience just now - they agree the device is defective but all they say about getting a new one is "we will send you a new one some time after we receive the old one" - i said - why not send me new one ASAP and put hold on my credit card?" "we cant do that"  and some nonsense on "the shipping department" 

Just really surprised after having been using and buying Fitbit products so long that they would just shrug their shoulders.  Did not have issues with others - i think Fitbit 5 was not ready for launch....:-(

---------------

You should have a better return process.  

[DavideFitbit]

Welcome to the Community forums, @CoffeePDX. 

Thank you for taking the time to share your feedback about the return process. Please know that all your comments are greatly appreciated and the team continues to work to improve the quality of products and services. 

See you around.  

[MWM264]

Got a new Charge 5 on Dec 21 2021 - screen went out 7/28/2022  - received the same apathetic response that others on this thread have detailed. I have purchased a number of FitBit products over the years - when I give them my email address they know I have been using their products since 2014 - yet I get treated as if I am attempting to scam the company......they told me if they could validate that the screen wasn't functioning properly, it would 5-10 days to receive the product back and another 2 weeks to receive a replacement....... unacceptable in my book!  

[cammia]

Hi,

Sorry to hear this is still happening.

I spent waaay, waaaaay too much time with customer service being strung
along, providing the same info multiple times just to get to the point of
receiving a SmartPost return label.

Sent the Fitbit back via SmartPost with the label - or tried. Package got
bounced around between the same locations in California for weeks on end.
Contacted cust. service then USPS and Fedex. Each carrier said the other
had it. Fitbit cust. svc said they couldn't help.

A day before the return window closed (45 days,) I contacted Fitbit cust.
svc who said if they didn't receive the package at their location by the
next day I would be out of luck. They could offer me nothing for the almost
$200 I spent on a device that didn't work. I was on my own.

Next step I tried was to place a Fedex claim. They said since Fitbit was
technically the sender, Fitbit would need to place the claim.

After being told by Fedex that Fitbit was responsible for a Fedex claim, I
did two things:

1. I sent an email to cust. svc telling them to place the claim with Fedex
as I had verified it was their responsibility.

2. I started a credit card dispute.

Within 15 min I had an email from cust. svc telling me they would send a
replacement Fitbit right away.

After a decade of enjoying Fitbit, I am done with them. Not another cent.
I'm breaking in an Oura, which seems pretty good.

Hope this might be helpful for someone.

[mgsholaas]

My experience is almost identical to yours except that I bought mine February 9. It started screwing up about the same time as yours. I got the update, then a few days after the screen went blank, though I could still talk to it with the Android Fitbit app. I tried reloading the default clock (several times), resetting it by pressing the charge cable button 3 times. It vibrates in response, and SOMETIMES I see the Fitbit logo but it goes away. One time it was sitting on my desk, and suddenly I had a display! That lasted a few hours, then it was black again. I should have factory reset it when I had the chance! I deleted it from my Fitbit app, reinstalled the app, tried to add it again but of course with the black screen I cannot see the pairing number so I cannot get it paired. I bought a new one and it works fine, even after updating. Maybe it COINCIDENTALLY went bad when yours and so many others' did. I bought it from Amazon and the Fitbit website (which is terrible) seems to be saying if I didn't buy it directly from Fitbit, I need to deal with the one I did buy it from, but it's past Amazon's return window. I'll give Fitbit a call and see what they say. Frustrating!!!