Charge 5 screen is black

[Harrywayne01]

Does anyone else hate Fitbit's customer service? I have dealt with 6 different people who tell me to do the exact same thing every time like I'm dumb....my watch doesn't work and I only had it 3 weeks when it started. They just keep telling me to restart it, but it doesn't restart and that's the problem. What is wrong with these people?

Moderator edit: format

[Karibou69]

How did they tell you to restart? I couldn’t restart on the Fitbit itself, but I found by googling that you can restart it by the charging cable, there is a button on it. 

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @Harrywayne01. 

Thank you for sharing your feedback and that you've been experiencing this inconvenience with your Charge 5. 

In this case, since you already tried the restart procedure several times, it would be necessary to continue the assistance process with the Customer Support team so they can let you know how to proceed.

Please let them know right away that you already contacted them several times and that you've tried the restart with no success. Since this is a new device they often need to make sure that all troubleshooting steps have been exhausted and that the steps have been followed properly so they can continue to assist you.   

The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected. 

Have a good day.

[Harrywayne01]

Oh yes! I have been told this and have read it on the troubleshooting portion of the app. I have done it sooo many times now, I have lost count. Thanks though

[Harrywayne01]

I am in contact with them through email at this time. An ongoing email chain has me waiting yet again. I just tell a new person the same thing and then get told someone will get back to me. Hence my frustration with customer service. My watch does not work, and it is within the 45 day return window and I have asked to return but customer service keeps telling me they will get back to me

[Wibby]

Did you buy it from a shop/Amazon, or direct from Fitbit?

I think I’d insist on a replacement now. It’s also worth making a video of you doing the special charger button technique to restart and how it fails to rouse your Fitbit, and attaching that to any emails (or here) if you can.  When people can see it happening they have to believe the problem and treat it seriously.

Good luck!

[Jeff7766]

I'm having the exact same problem.   One week out of the box.   Have not tried reaching out to tech support yet, but doesn't sound promising from this thread.

[Wibby]

@Harrywayne01 I would return it while it's still inside the window! Imagine what they'll be like when it's too late.

Fitbits are great when they're working, but Fitbit itself seems to have a bit of Quality Control problem and staffing problems at the Customer Support end.  If you have the option to get your money back, it might make sense to buy your next one at a bricks and mortar shop (or Amazon) which is able to deal with faulty products more quickly.

Touching wood, mine is fine and I'm very happy with it, but I would be really angry if it broke, I did ALL of the trouble-shooting,  and I couldn't get help from the manufacturer/retailer.  Fitbit seems to be snowed under so other retailers might be better.

[Harrywayne01]

No I bought it directly from Fitbit website. I wish I would have bought it Amazon cuz it would have already gone back by now

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Good luck! I have been packing up my house all day and just had time to check my email and still nothing from the fitbit team on what they plan on doing. Last communication was by advanced team member yesterday telling they would let me something by email

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I keep asking to return it but no one says I can. This is bonkers!

[DavideFitbit]

@Harrywayne01 @Jeff7766 Thank you for your replies and for sharing your experience with the Customer Support team. 

I'm sorry to see that it's been taking so long to receive a response or a resolution. I've been informed that they've sent you a reply with further instructions. Please make sure to check your inbox and spam folder. 

Thank you again for taking the time to share all your feedback. 

Have a good day.