Won't Swipe, Battery Drain, Fitbit Logo

[ScreenWontSwipe]

Updated my Charge 5, and now it's completely unusable. Battery drains in a day, the screen won't swipe in any direction, and it constantly shows the fitbit logo when placed on the charger. 

Customer support asked me to change the clock face and restart it, and then sent me a promo code for a 35 percent discount on a new Fitbit. 

I enjoyed this device- BUT it lasted a year and a half. Why wouldn't I buy a Garmin instead?  Why would I spend hundred of more dollars on another device that will stop working in a year and a half after a firmware update. 

The customer service technique of "restart it and then buy a new one" is shameful- super disappointing from a company like Fitbit. 

Moderator edit: format

[DavideFitbit]

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

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've been informed that you have indeed contacted the Customer Support team 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 so they can let you know about the options available for you. 

It is particularly difficult when the device is no longer covered by the warranty, but even tough Support is eager to help with any problem you may experience with the product, they do need to adhere to the official warranty policy, this would start counting from the original date of purchase.

Thank you for taking the time to share your feedback; comments from users are always useful to continue to improving the quality of products and services. 

[LizDC5 · Accepted solution]

Yes, absolutely unacceptable response from FitBit since this problem affects so many people. Clearly this is a known issue, or they wouldn't send a coupon.  My last 2 FitBits lasted a few years.  This Charge 5 stopped working after the update.  How convenient.  I'm really amused by their "sorry you've been inconvenienced" response.  It no longer works!  That's quite a bit more than an inconvenience.  I guess it's the 'ol 'don't let the door hitcha as you go' thing. Time for a smartwatch, I guess.

[ScreenWontSwipe]

@DavideFitbit I'm not frustrated with the customer support team, they were polite and asked me standard questions. 

I'm frustrated with after I restarted the device and changed the watch face, the next set of troubleshooting advice was to buy a new Fitbit. 

I understand there is a standard warranty, but this device worked for one and a half years, and stopped working after a Fitbit software update.

I liked my Fitbit a lot, I liked the app that paired to it, but I would have to be out of my mind to put my confidence in Fitbit again after this.  

I've always thought I lucked out with the Charge 5 compared to friends that use the more expensive Garmin or Apple watches. Now, it's apparent why they made the right choice. 

[LolaPDX]

I bought mine in October; now it's dead. Very frustrating.

[DavideFitbit]

Hi everyone, thanks for taking the time to share all your feedback and comments about this. I'm sorry to see that you're still having issues. 

Since you already tried all the basic steps shared in the forums to improve battery life, I do recommend that you continue the communication with the Support team so they can let you know if there are any options available for you.