Won't work at all now Charge 5

[Sam60]

My new Charge 5 first it wouldn't sync and now the screen is blank. It is charged but no longer works at all. I want my money back please.

Moderator edit: subject updated for clarity

Moderator edit: word choice 

[DavideFitbit]

Welcome to the Community forums, @Sam60. 

I appreciate all the information and feedback that you've provided about this inconvenience with your Charge 5 device. 

Keep in mind there are some general recommendations that are usually helpful with any type of display issues. Let me know if you already tried any of these steps that have been useful for other users:  

1. Complete the 3 pulse restart procedure method using the charging cable.
2. Please sync your device in the Fitbit app by tapping your profile picture > Charge 5 > Sync Now.
3. If you  can't sync, please try tapping on your profile picture > Charge 5 > Tile to see if the firmware banner appears (since a new firmware version has been released for the Charge 5).
4. 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. 

I'll be around. 

[Sam60]

It's dead. I'm moving on to another product. Not fit bit.

Sent from my Verizon, Samsung Galaxy smartphone
Get Outlook for Android<>

[wjkjr]

I am experiencing the same problem. I have tried all the recommended "solutions". It has gone from bad to worse since last week. First, no sync, finally able to sync, charge then rapid discharge, last night persistent logo flashing and finally no screen, no vibration. no lights. A brick. On charger, life support, patiently waiting for fitbit firmware update.

[keaton.cs]

Mine is doing the same thing.  Dead since yesterday.  Followed all the steps multiple times.  Made several types of videos for customer service with conflicting information on what they wanted me to do in the video.  Sent in video as requested and awaiting response.  I have wasted over 2 hours of my work day dealing with this incompetence in customer service, being told that what the previous agent told me was wrong..."now do this in a video instead". 

I upgraded from Inspire 2 which worked perfectly, but I wanted the new functionalities of the Charge 5.  I has been nothing but problems since I got it.  Before it died completely yesterday, it has been turning off at 30-50% battery and having to be recharged.  

I know so many people in my fitness circles that could not get their Charge 5 issues resolved, lost money on the device, and just went to Garmin products and are happy.  A good company knows when they made a poor device and does the right thing and issues a recall/refunds.  Fitbit is clearly not one of these companies.  Customer service was definitely not this bad a few years ago when I had a problem with my Inspire 2.  If this issue isn't resolved in a very impressive way, and quickly, I will be following my friends to Garmin.  I will update with Fitbit's response.   

[Pickrell_Ink]

What is the reason for the problem?  I have tried starting and synching and restarting and synching - and I can see that the Fitbit is no longer 'talking' to the phone - so there is no way anything is going to synch.  It sounds like a lot of folks are having the same problem. I would rather fix than than just send it back and get my money back - could you let us know what is going on with these devices?

[SAMcClain]

Seems like an issue.  Thursday during the evening the screen stopped responding.  Thought needed a charge.  Put on charger overnight and with full battery would not respond in the am.  Did a reset, unit would respond but now battery lasts less than 12hrs.  

And if then nothing then works what is Fitbits stance?

Moderator edit: format

[SAMcClain]

I had a Fitbit, then went to Garmin,  first one the vibrating unit came loose inside, Garmin replaced, then in less than a year than a year the unit wouldn’t hold a charge.  Might be done with Smart watches and fitness trackers full stop.  My automatic watches have yet to let me down like this.

[DavideFitbit]

Hi everyone, 

Thank you for all the feedback and information provided about this issue with the Charge 5. I'm sorry to see that you're still having this inconvenience after all the troubleshooting steps suggested. 

I've been informed that some of you were able to get in touch with the Customer Support team. In this case, I recommend that you continue the communication with them so they can provide you with the next steps. 

If you haven't done so already and if you already tried all the steps mentioned here earlier, I recommend that you get in touch with the Support team for further assistance with this. They will let you know how to proceed. 

The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

Thanks again for all the information and feedback provided so far. 

[Sam60]

I got a different watch, thank you

Sent from my Verizon, Samsung Galaxy smartphone
Get Outlook for Android<>

[DavideFitbit]

@Sam60 Thanks for sharing this update. 

Have a good day.