ECG Monitor & Assessment not working Charge 5

[Gtturbo]

hello,

ECG monitor is still not working and I still have no further update from fitbit, so hoping someone here may have some ideas. 

Basically when I tap to do the ECG assessment it just stays on the screen telling me to hold the sides.  It worked before and I've had it about 10 months but now just doesn't go to the next stage of countdown.

I have been through all the trouble shooting steps, resetting it, factory resetting, cleaning the sensor, clearing and resetting the data, and reset via the charging cable, but it still will not work and I really need this function.

I am in warranty I purchased in November 2021 but fitbit 'higher support' that apparently it's sitting with still haven't replied or giving me any more assistance.

So frustrating we’ve tried every step.

Any advice or anything else I can try would be appreciated.

Thanks,

Gem

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, thank you for sharing all these details about the inconvenience you've been having with your Charge 5 and for confirming that you already tried a few troubleshooting steps, @Gtturbo. 

I've been informed that you were able to get in touch with the Customer Support team again for further assistance with this, and it seems they've sent you a response. In this case, I recommend that you continue the communication with them so they can provide you with the next steps. 

See you around. 

[Gtturbo]

they took forever to get back to me and provided me with the same steps I'd already tried and already stated.. the live chat was beyond condescending and I was concerned about the warranty running out before they even came up with a viable solution.
They closed the case within two days without resolution, so the 'higher' support received was actually terrible and didn't resolve my issue.

Amazon kindly refunded me in full even though 1) it came from a third party seller and 2) it was almost a year since I bought it.. that's called customer service fitbit!

[DavideFitbit]

@Gtturbo I'm sorry to see that it wasn't possible to resolve the problem. I'm aware the Support team needs to make sure all basic troubleshooting steps have been exhausted and this can take some time. However, it's good to know the retailer has provided you with a refund. 

Have a good day.