Charge 5 not responding

[Janet_922]

Received my charge 5 a couple weeks ago.  Glad it arrived as my charge HR had just died after 2 years.

Very excited to start using my 5!  Went through the setup process.  Took 5 attempts, but finally took the 4 digit number and did an initial connection.  Kept telling me I needed  a firmware update.  After 8 unsuccessful attempts (many hours & days later), I contacted Fitbit support through chat.

Went through all of the troubleshooting procedures from them and then they said it needed to be elevated to a higher tech support and they would contact me later that day.

Received email from fitbit with instructions (everything I had already done myself and with chat).  Followed all the instructions AGAIN.  Now the display on my fitbit is just black.  The only time I could get it to display anything was when I would do a master reset by clicking the button on the charger 3 times.  It would display the fitbit logo for about 1/2 second and then go black again.

Now it won't even reset anymore.  No response from the device at all.  Attach it to the charger and not even a little vibration to acknowledge the power.

I have responded to my Fitbit support email twice now over the last 5 days and have not heard back from them.  Getting very frustrated.  I want a new charge 5!!!  I have been without a working Fitbit for the last 4 weeks now.

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @Janet_922. 

Thank you for sharing that you've been having this inconvenience with your Charge 5, I'm sorry to see that you've experienced this problem. 

It seems that you've recently contacted the Customer Support team for further assistance with this. Since this is a new device, the Support has been taking a bit longer than usual to reply since they often need to verify some information with a higher level of Support, but rest assured that they're still handling your case and will be sending you a reply soon. 

Have a good day.