Unresponsive after circle screen

[Phyllisluk]

I have only purchased my charge 5 in april. Has been working perfectly until yesterday i suddenly see a red circle with a cross on the screen. I tried all the ways to recharge, reset (pressing the button three times on the charge cable) and nothing works. It is not completely unresponsive with black screen and no matter how long i put it on charger.

looks like a need a replacement. Very disappointed with quality though i love the functionality

i read it might be due to a software malfunction and some affected users got a discount for a new one within warranty. How do you get it? I dont mind getting a quick replacement as i dont think it can be fixed anymore as its completely unresponsive . Need it for my daily exercise

[Gr4ndp4]

Hi, @Phyllisluk, welcome to the community, allowing you have restarted your Charge 5, and checked it has synced without success Try changing the clock face (if you can in the App on your phone)

If all this fails talk to "Customer Support" using the chat facility or phone for a prompt response. To claim under Fitbit's warranty you will need to tell them when & where you bought your Charge 5.

I hope this helps.

Cheers

[Phyllisluk]

thanks! contacted the customer support and seems like they are looking into it for me

[DavideFitbit]

Welcome to the Fitbit Community forums, @Phyllisluk. 

Thanks for the information provided about this inconvenience with your Charge 5. 

It's good to know that you were able to get in touch with the Customer Support team for further assistance. It seems they were able to provide you with more information. 

In this case, I do recommend that you continue the communication with them so they can let you know about the options available for you. 

[Phyllisluk]

Thanks for asking. I did speak to the support team. They guided me through a few things (updating the app on my phone, trying the replace / reconnection) and nothing worked.

then they just told me my warranty doesn't cover a replacement and sent me the multipage policy (probably due to the fact that the product was purchased overseas)

then i asked if i can get a promo code for replacement and they hv ignored me since then. I showed them my purchase receipt and it was purchased in early May. Quite disappointing with the product shelf life really….and now i am not sure if i should switch to something else as i dont want another incident just five months after my purchase. It also caused disturbance to my exercise routine as i look to replace my sports watch

[DavideFitbit]

@Phyllisluk Thanks for your reply. 

There are a number of things they'll need to check to consider if a replacement or discount is possible. In this case, I do recommend that you continue the communication with them so they can let you know about the warranty limitations.

Another option is to check the warranty status directly with the retailer where you purchased the device from (in case you din't purchase it directly from Fitbit). In the meantime, you can review the complete warranty policy here.