Charge 2 frozen display and no help from Fitbit Help

[funhuntress]

My Fitbit Charge 2 display is stuck on July 11; 7:02 and 0 steps. While on chat with Fitbit help, tried restarting it, deleting my account, detatching it.. Nothing worked. Although the app shows it was synching and restarting, the display never changed. Now I cannot even re-link my device as the display cannot show the link code.

I have talked twice to Fitbit. First agent was going to escalate the case but I never heard anything. Second time, this morning, chat was disconnected while the again was having run a step test.  And now, chat help is unavailable.

[RicardoFitbit · Accepted solution]

Hello @funhuntress thanks for bringing this to my attention, welcome to the Community Forums. My apologies for the delay in responding your post.

Thank you for taking the time to share your thoughts and experience with our Customer Support team and the assistance that was provided regarding your Charge 2 concerns, seems odd that your device is behaving in such way but thank you for troubleshooting this matter prior to posting. Since you're receiving assistance from our Customer Support team, I recommend you to contact them back if you have any additional questions about the information that was provided by them and to receive an update regarding this situation. The feedback that was shared with us is appreciated. 

Let me know if I can do anything else for you.

[funhuntress]

Unfortunately, Fitbit Support could not help so I have to get a new one 😞  Seems like every 2 years, my Fitbit dies and I have to replace it.

Not very happy

[GrahamL]

My Charge 2 display also has frozen this morning and it won’t restart. It seems to be still recording as I can see current time etc on IPad but not on the Fitbit 

[funhuntress]

Best of luck to you.  It took me 2 phone calls to support, an escalation to a higher tier of support (that never happened) and about 1.5. hours for them to finally tell me there was nothing they could do and as mine was out of warranty, I was SOL. They did offer me a $25 discount off a new one.

[GrahamL]

I contacted Fitbit help by email. The response was courteous prompt and extremely helpful. I therefore suggest this method of contact, if you have unresolved problems.

Graham.

[Packlvr]

I agree...!!  😠. I am having an issue wher mine will not stop “buzzing”!  Noticed it wasn’t syncing to my phone so updated....well that seemed to fry it!  Now it won’t stop vibrating in pulses!  Only time it stops to s when I’m connected to the power source.  Until it full and then started pulsing again.  I agree that things seem to happen after a cpl few years and after the latest update.  I really think these update dry the system. It seems not to be able to handle the it—-overloads the memory... just say that instead of trying to sell a  person another one every coupe years. How about making a higher quality product!

[GrahamL]

Again, I suggest sending a polite email to the Fitbit help line rather than an online chat. Explain the problem and what you have done to follow the fixes suggested (YouTube has information on that). 

If you receive the same excellent service and help, as I did you may well be more pleased with the result.

[funhuntress]

Unfortunately I did contact also by email with the same result.  And this is the second Fitbit that has failed after 2 years.

[RicardoFitbit]

Hello again, it's a pleasure to continue providing assistance with your Charge 2 devices, my apologies for the delay in responding. Welcome to the Community Forums @GrahamL and it's nice to see you again participating @funhuntress @Packlvr.

@funhuntress @Packlvr I appreciate all the information that was shared in your posts. Let me share with you guys that our Customer Support team refers to our warranty policy when it comes to a warranty-related process. If the troubleshooting to resolve your inconvenience were exhausted with no avail, they move forward and determine your eligibility for a replacement device based on that policies. I recommend you to check them out for a better understanding of the outcome of your cases. 

@GrahamL Thank you for taking the time to share your thoughts and experience with the assistance that was provided by our Customer Support team, I'm happy to know that they properly resolved your concern. Don't hesitate to contact me back if you need anything else, I'll be here.

See you around.