Inspire 3 has blank screen after attempting clock face change

[evilad]

I set up the app and used the device for half a day before trying to change the clock face, which failed leaving the screen blank but touching the side buttons still causes vibration.

Further attempts to retry installing the clock face failed, including force quitting the app, switching bluetooth on/off and long restarting the Inspire 3 (by attaching the charging cable and holding the side buttons until it vibrated and the logo was briefly displayed on screen.)

I have since tried forgetting the bluetooth device on my phone -- as per other troubleshooting posts on this forum -- and of course, now I have no way of re-pairing it.

There doesn't seem to be anymore I can do without the device being paired and I am looking to start a warranty claim.

Here are several forums posts showing similar issues:

https://community.fitbit.com/t5/Inspire-3/Inspire-3-screen-blank-and-unresponsive/m-p/5318704

https://community.fitbit.com/t5/Inspire-3/Failed-Clockface-Sync-and-now-Fitbit-Inspire-3-doesn-t-fun...

https://community.fitbit.com/t5/Inspire-3/Inspire-3-black-screen/td-p/5370907

Any help appreciated.

Adrian

[Gr4ndp4]

Hi, @evilad, welcome to the community, thanks for your thorough troubleshooting, I think your best way forward is to talk to "Customer Support" using the chat facility or phone for a prompt response. It's a good move to note the steps you've taken along with any observed results so you can provide the agent with concise information. Note where & when you bought your Inspire 3, this information will be needed to progress a warranty claim.

I hope this helps.

Cheers

[evilad]

Hi @Gr4ndp4,

Thanks for the information.

I have now contacted support and Fitbit will not honour a warranty as I purchased this device from a private seller, despite it being new and unsealed. They also do not have a repair centre I could send this to -- not that I believe I should be liable for any repair costs, considering the device was bricked by a software bug and not due to misuse on my part.

To be clear, software bugs are not uncommon and with the constant update cycle they are bound to occur from time to time. However, by not providing the user a means to reflash or factory reset the device, it must be down to the manufacturer to provide this.

Considering that firmware/software forms the basis of the ongoing function of the device, I CONSIDER THIS PRODUCT TO BE DEFECTIVE AND NOT FIT FOR PURPOSE.

Adrian

[Gr4ndp4]

Hi, @evilad, It's a pity you are having this problem, Fitbit's warranty is fairly clear in that it applies only when the device has been bought from an authorised reseller.

I note you've been trying many of the usual options to find a fix and apologise if you have tried this sequence.

From your present inert position put your device on the charging cable (check it's getting juice by testing another device on the USB socket) try repairing your Inspire 3 (add a new device in the phone app) with your phone as if it were new (clearly this worked before your problem occurred)

If the above allows you to make progress then try installing a different clock face, you can always revert to your preferred face later.

On the face of it, you do appear to have a defective device but the above may help.

For the sake of clarity, I'm not Fitbit but a volunteer who tries to assist help seekers.

Let us know how you get on.

Cheers

[evilad]

Thanks again, but unfortunately I tried this once more (including reinstalling the app) but with no luck.

Adrian

[evilad · Accepted solution]

UPDATE:

I contacted the private seller and they kindly provided me with the original purchase information, required for a warranty claim.

With this information, the warranty return process was straightforward and a new unit is now on its way to me.

This is still somewhat disappointing from Fitbit as, after having rejected my original warranty claim, there was no option to even have it repaired at cost to myself. Furthermore, reflashing the firmware, using a PC and USB cable, would have almost certainly resolved my issue, but this is not an option for the end-user.

Let this thread be a warning to others looking to purchase a unit from a private seller.