Screen Broken Charge 5

[ToddBVA]

I’ve been a loyal Fitbit user and have loved my Charge 3 and Charge 5 for years. I have had my Charge 5 for around 10 months and the screen quickly gradually broke and no longer functioned. The device still seemed to charge but did not work despite hardware updates, reboots and other. Fitbit just sent me a replacement device and that one does not work either! I have reboot it and all it does is display the logo for a second and then not work. I can’t pair it because the screen won’t work. Has Fitbit’s quality become terrible? Why do I have 2 defective devices? I may need to find a new wearable device going forward. Anyone else has similar problems?

Moderator edit: subject updated for clarity

[DavideFitbit]

Welcome to the Fitbit Community forums, @ToddBVA.  

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. I'm sorry to see that you've experienced this problem with your replacement device as well. 

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 shared some instructions with you. In this case, they will let you know how to proceed and I recommend that you continue the communication with them. 

Thanks again for all the information and feedback provided about this. 

[davidcahsee]

I have had my Fitbit 5 for 7 months and the screen turned white with electronic static lines. Resetting multiple times along with the other recommendations had no effect. My previous Fitbits failed requiring me to replace them. Although I was able to get over a year of working order before those Fitbits failed. Unfortunately, my current Fitbit only made it 4 months. I’m undecided what to do next. I think Fitbit has a short product life cycle which makes me consider a more reliable alternative.

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @davidcahsee. 

Thank you for sharing that you've been having the same inconvenience with your Charge 5 and for confirming that you already tried a few troubleshooting steps. 

There are a few steps that are usually recommended when experiencing any type of display issues. Could you please confirm if you already followed the steps listed here below? 

1. Complete the 3 pulse restart procedure.
2. Follow these steps in case you're having trouble to charge your device. 
3. Please sync your device in the Fitbit app by tapping your profile picture > Charge 5 > Sync Now.
4. If you  can't sync, tap on your profile picture > Charge 5 > Tile to see if a firmware banner appears. 
5. If it's still unresponsive, please try changing the clock face as well and check if you're able to see anything on the display.