Charge 6 - Battery short life, screen unresponsive

[Shaboccfit]

Please read through this before suggesting things we already tried. Tried A LOT of things! Welcome any suggestions we havent’ found, or some magic combination of some of these that might work. Or is it just a piece of garbage?

Bought July 16, arrived July 18. No problems with it until October 8th. Just shows the logo – would not swipe up, down or to the side. Put it on charger, even though it had charged overnight - at 100% it would swipe a few times but then showed wrong time, minimal steps, no other metrics. And kept losing time, time going backwards.said it was at 100% but soon went down to “critical 6%”. Put on charger

Tried doing resets – once using the button in the settings on the watch itself when the screens were working, and SEVERAL times using the button on the charging cord.

Tried pairing with the app – would not pair. App kept saying we need to download the app – even though that was a message *within* the app. Deleted the app, downloaded it again, logged in to the gmail account associated with it. Updated the time – but then it went back to the same problems, within minutes, losing time, not showing metrics, not pairing with phone.

Turned Bluetooth on and off several times. Made sure a lot of the items in the settings - camera, phone, SMS etc were all turned ON,

 Remember, the app and the watch worked FINE for 2 1/2 months until yesterday, nothing unusual happened but it is NOT FUNCTIONING now!

100% this morning (though it otherwise did not work), came home after work and it’s back to “critical, 1%” and can not scroll through it again

Same problems each time. Went from working great to FUBAR overnight.

Moderator Edit: Clarified subject

[RiekoC]

Hello @Shaboccfit 

Although I doubt that this will make a difference, did you clear the cache and storage for the Fitbit app after you downloaded it again? Sometimes, doing this will get the app to work properly.

Since you've done pretty much the recommended troubleshooting, it seems like the next step would be to contact Support (<-- click link). Complete the prompts until you get the option to chat or call. I suggest calling and talking to a support agent.

[Shaboccfit]

Thanks - just got off the phone with support, we are starting a warranty
claim.

[robworkingout]

Battery issues can create stability problems. I recently had a warranty replacement with in 5 days. My 10 month old charge 6 screen failed. Hopefully it be quick replacement for you too. 

[Shaboccfit]

Thanks! I am working with them on a warranty claim right now! Good to hear
that it worked well for you - it seems like a lot of steps to make the
claim (on my 4th email exchange with them)

[RiekoC · Accepted solution]

Hello @Shaboccfit 

Although it shouldn't have to be this way, you'll need to be your own advocate to make sure that you get your warranty replacement. Keep track of your original case number. Don't be shy about following up until you get confirmation that your replacement has been shipped.

[Shaboccfit]

OMG this is so spot on! They were pretty responsive at first, although I did have to prompt them to send the return information after a day, but now they have fallen off the face of the earth! I got the FeDX tracking info that it was delivered to them last Friday morning at 10am and since then, NOTHING. i have sent 2 emails (with the case number ) and finally got a reply saying my email went to an account that is no longer being monitored. WTF????? Now I have to figure out how to make contact with a human to find out what is going on…

[RiekoC]

Hello @Shaboccfit 

You can use the same link in my previous email to contact Support. Select the option to call so you can talk to a support agent.

I'll be monitoring this thread until you let us know that you got a satisfactory resolution.