Charge 5 screen won't respond to touch

[BMN.22]

I already tried all that was said in this forum and nothing works Fitbit was bought in Mar 2021 less than a year.

Moderator Edit: Clarified subject

[LizzyFitbit]

Welcome to the Community, @BMN.22.

I've moved your post to the Versa 3 board so we can keep the forums organized. Thanks for taking the time to troubleshoot your watch and I'm sorry the issue keeps persisting. Given this situation, I've requested a case on your behalf so our Support team can provide you with assistance. You'll receive an email with more information, please keep an eye on your inbox.

[BMN.22]

I am just seeing this now, well I didnt get the email from your team by the way. I got an email once I followed-up with the support. I have opened a new chat about it.

ps: I brought in March 2022. Also is the Charge 5, not versa

Hi Lizzy,

I am in the same situation, I tried to sync, restart, try to change the clock, but could not perform any of that since I could not even go to the menu anymore.

Its been almost a month since I got instructions to send my Fitbit back to the warehouse and the only answer I get is "wait to receive a call" and then I have to follow-up because if not, no one even email with instructions or a status. Now they told me to wait for confirmation from the warehouse but now its been a week and nothing. I already sent it the proof of Fedex and the invoice.

Can you please escalate the issue? Its very frustrating your service, the only time I needed its been very bad, never going to buy fitbit again.

Moderator Edit: Merged replies

[LizzyFitbit]

Hi there, @BMN.22.

Thanks for keeping me posted, and sharing the steps tried on your own. I also appreciate your clarification, and I've moved your posts to the Charge 5 board, as well as edited the title accordingly.

I'm sorry for the inconvenience experienced with the replacement process. I went ahead to check your details and it seems our team already sent you an email with more information. Please make sure to check your inbox, spam or junk folders, and reply back to them if you have another question. I hope we can get you back on track soon.

[BMN.22]

Thanks Lizzy,

I got the email and provided the information, I am not pleased with how Fitbit handled this.

[LizzyFitbit]

Hi there, @BMN.22.

You're welcome. While I'm glad you got the email, I understand your point of view and appreciate the thorough feedback about the replacement process. We'll keep working to improve our devices, as well as the experience with them.

If you have any other questions about your case, don't hesitate to reply back to our Support team or start a new interaction with them via chat or phone.