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Dead Fitbit as of 10:15 AM 9/13/2023

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‎09-14-2023 10:42

‎09-14-2023 10:42

My Fitbit is now dead.  Was charging yesterday morning and I wore it while taking a 3 mile walk at 9 AM.  According to the app the last sync happened at 10:15 AM.  Shows the firmware at 188.58 and I did no firmware updates.  Now the Fitbit is at a black screen and I have tried multiple times to do the three pulse method to no avail.  No green light on the back.  App cannot find the Fitbit so changing the face is not an option.  It's about 2 years old.  

Doubt I'll ever buy another Fitbit product.  

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8 REPLIES 8

‎09-14-2023 11:52

‎09-14-2023 11:52

Me too! Exactly the same. Think it’s the last Fitbit I’ll buy. No response from Customer services. Mine is less than a year old so still under warranty. By the time they get back to me it prob won’t be. I’m hopping mad at them. What a debacle. 

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‎09-14-2023 12:01 - edited ‎09-14-2023 12:08

In response to Bryonyk

‎09-14-2023 12:01 - edited ‎09-14-2023 12:08

I believe the culprit is a forced firmware update.  I did buy it at Costco so I could conceivably take it back.  If indeed it was because of a forced firmware update by Google/Fitbit and their answer is "sorry, out of warranty" as I expect they will say, I will take it back.  

Edit:  Just checked and Costco considers a Fitbit to be an electronic smart watch so it can only be returned in the first 90 days.  There goes that idea!  

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‎09-14-2023 12:22 - edited ‎09-14-2023 12:23

‎09-14-2023 12:22 - edited ‎09-14-2023 12:23

And there it is:

"Thanks for troubleshooting with us.

After reviewing your account, we see that your device is no longer in the warranty period, and therefore isn’t eligible for replacement. For more information about our warranty policy, visit fitbit.com/returns.

We want to keep you in the Fitbit family and work toward your goals. Please accept a discount toward the purchase of a new device on fitbit.com."

Offer is 35% off a new Fitbit, no extra troubleshooting, they know this update is unfixable.  Why would I buy a new Charge 5 that will just be bricked by this update?

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‎09-14-2023 17:41

In response to buddyebsensalt

‎09-14-2023 17:41

Thats not as bad as what I got. Had a Charge 5 for less than a year from Amazon, apparently it wasnt thru Fitbits official store, even tho if I go to my orders it brings me to their store now. Purchased October 23, 2022, and the charge 5 died 9/2/23, didnt even get an offer of a discount from customer service, just a kick off because it wasnt purchased thru an authorized vendor and go pay full price for a new one.

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‎09-14-2023 18:49

In response to Bud2012

‎09-14-2023 18:49

This is exactly what happened to me as well.  Amazon won't help, company won't help, fitbit won't help.  I had my fitbit for almost exactly 5 months.  I was just sure I had recourse through Amazon, but I was wrong.... I won't be buying another one.

 

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‎09-14-2023 20:41 - edited ‎09-14-2023 20:41

In response to Bud2012

‎09-14-2023 20:41 - edited ‎09-14-2023 20:41

Bud2012 - I bought mine October 22, 2022 through Amazon and was also told I don't qualify for warranty or even a discount, too! They didn't even explain the reasoning, but I suspect it is the exact same thing they told you. Why does it matter where we bought it, as long as it was new? The warranty policy that they literally linked to when denying me a replacement states:

"LIMITED PRODUCT WARRANTY FOR NEW PRODUCTS

Fitbit warrants to the original purchaser that your Fitbit-branded device and accessories that are new (the "New Product(s)") shall be free from defects in materials and workmanship under normal use for a period of one (1) year from the date of purchase, except that if you reside in the European Economic Area (EEA) and you purchased your Fitbit product in the EEA, the warranty period is two (2) years from the date of purchase (the "New Product Warranty Period")."

It just needs to be brand new - which ours were. NOWHERE in there does it state that it had to be purchased from Fitbit.com directly.

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‎09-15-2023 06:27

‎09-15-2023 06:27

Similar thing happened to me—had no problems all day, then suddenly I got the black screen of death after I connected my Charge 5 into its cable for charging. Went through all of the recommended remedies to no avail. Chatted with an Agent. They will offer a 35% discount on a new device if yours is out of warranty. Best they can do. Seriously considering getting a different tracker next time around. I’ve had a FitBit since 2014 but it’s been a real headache following Google’s takeover. Best of luck. 

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‎09-15-2023 20:14

In response to SunsetRunner

‎09-15-2023 20:14

Same here. I sent in the Amazon invoice and they claimed it was purchased from an "unauthorized seller". I will not buy another fitbit. 

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