Charge 5 screen is unresponsive

[Jimmy051]

• My device is 15 months old.  Last night it was charged.  This morning the screen is blank and the app won't sync.  I have tried charging but the error persists 

Moderator Edit: Clarified subject

[UmarR]

I had the same problem. Device is in great condition and has not been knocked or dropped but it just stopped working. Screen is blank.

[Jimmy051]

Hello Umar

Same here.  I can't get in touch with customer services as the app, to make contact, appears not to be working either

I'll try again later 

[RiekoC]

Hello @Jimmy051 & @UmarR 

This page (<-- click link) has the information to contact Fitbit support. If you are able to, I found calling them was the best way to get a response.

[Jimmy051]

Thank you, RiekoC.  I will give that a try.  I was initially wary because it requested credit card details but I'll look again 

[UmarR]

Thanks @RiekoC. I contacted them and they made me jump through the same hoops and then said that they need to escalate it. I have still not received the email regarding this escalation.

[aggmaher]

I called Saturday and today is Tuesday and I am still waiting for my promised reply! Now my Charge 5 is only keeping a charge overnight. So now I have a BLACK SCREEN and losing it’s charge?

[aggmaher]

I see you got a response but did you get help or a promise?

[JeetuSardana]

I am also facing the same issue and not sure who to connect. Screen is blank and device is working

[Jimmy051]

Apologies for a slightly lengthy response.  First of all, I eventually got to 'chat' via text with a technician (I am unsure if this was a robot or a person); however, we did get the screen to come back on (within eight seconds, pressing the button on the charge cable [whilst the device is connected] on three occasions for a second each time).  The device worked yesterday.  There are faults on it today as the screen is bright and looks faded.  The screen will not move in any direction to allow me to access settings. 

Yesterday, my main concern was the way the company's website manages a request for help.  I was required to add my credit card details to access help.  It was allegedly for £1.  However, in addition to the pound, another £24.09 was claimed.  In my chat, I complained about this and it was agreed that the money will be refunded within five days.  Of course, I have contacted my bank to stop further payments and raised a concern about SGexpertsquad.com.  Incidentally, the £24.09 appears to be a monthly charge.  I advise others to be very, very careful when contacted Fitbit for these reasons. 

I am deeply shocked at the customer care afforded by Fitbit and its associates, namely, SGexpertsquad.com 

[WendyG26]

I find that Fitbits only work for about 18 months then you need to get a new one. I started to have the same issue with my charge 5 yesterday and nothing is working. Logo is just flashing on the screen.

I think I am switching to an Apple Watch instead this time.

[RiekoC]

Hello @UmarR 

Based on user reports, you will likely need to be persistent and your own advocate. If you don't hear back in another day or so, follow up with support. Make sure you have your case # for reference.

[RiekoC]

Hello @Jimmy051 

I'm sorry to see the issues you had when contacting support, especially the charges. In the US, they didn't require a fee when I had to contact them about an issue with my Charge 5. 

I hope it all gets straightened out quickly.

[UmarR]

I would suggest a Garmin. The after sales service is amazing.
Definitely not going with a Fitbit or Google Bit in future.

[UmarR]

Hi. Thanks. Will do that.

[SunsetRunner]

Wow, mine just died too on Thursday. BLACK SCREEN but I still get updates on my phone. Just the screen is dead. 18 months old. Fitbit support says tough, buy a new one. No help or empathy what so ever. I was looking on Amazon, MAN THERE ARE LOTS OF NEW WATCHES. Great prices, more functions. Time for me to try one one those. If I have to buy new every 18 months, I'm not going to pay a Fitbit price

[Jimmy051]

Thanks, RiecoC.  To be fair, the money has been repaid to my account.  I have given up an trying to get the watch repaired.  What an appalling company this is

[UmarR]

This is exactly what I was just told in an email and was told to go and buy a new device.

I definitely will not be considering a Fitbit or Google Bit or whatever they are called. Garmin has amazing after sales treatment and they go out of their way to assist. Garmin for the win...👌

[SunsetRunner]

Bought an Amazfit Band 7. 45 bucks and does more then charge 5.

[Midg]

Same here. My Fitbit charge 2 was perfect. Charge 3 was very bad quality material . So I chose to accept the discount to a charge 5 (4 was stiller in garantee) but the 5 also gavé lots of ptt et onkels with screen not responsief After a short while. I had to change it for about 4 times, now its the same again. Black non-responding screen and now he’s out of garantee since 2-3 months, thee gave me 35% discount on new one, but I never want a fitbit ever again. I read here that Garmin is better ?