Charge 5 unresponsive and turning off

[charliefoxb]

Brand new Fitbit Charge 5 out the box won’t update, screen keeps freezing and unresponsive and keeps disconnecting. 
I have a log number but am awaiting specific resolution team to contact me. No one can tell me how long this will be I have had no kind of confirmation that it’s even being processed or what the outcome might be neither can this be escalated to find out an answer for me.

I essentially just have to sit and wait….
I personally wish I hadn’t bothered as it’s causing me more stress than it’s actually worth 😑

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, thank you for sharing this information and feedback about the problem that you've been experiencing the new Charge 5, @charliefoxb. I'm sorry to see that you're having this inconvenience with your device recently purchased.  

In this case, since you already tried all the basic troubleshooting steps to try to resolve this problem, it would be necessary to continue the assistance process with the Customer Support team, so they can provide you with further instructions .

As you mentioned earlier, it seems that your case has been escalated to a specialized department. Keep in mind that it may take a bit longer than usual to receive a response, but you should be receiving a response soon. Please keep an eye on your inbox. 

Have a good day.