Charge 2 screen went all fuzzy

[vijchauhan]

Has anyone ever experienced their fitbit charge 2 screen go all fuzzy matrix esq like its been hacked and then the screen refuse to turn on? The button still makes it vibrate and the green lights are still flashing and tried restting but no luck..? Thanks.. any help will be much appreciated.. hate not wearing one.. and unfortunately its out of warranty. 😞

Moderator edit: updated subject for clarity

[Grimpeur42]

I'm having the exact same problem right now. Yesterday very strange display behavior (much as you described), today it's just black. I installed the software update today too. No change.  I've tried rebooting it multiple times, but the display remains black, but it's still recording everything and communicates with my phone just fine. 

I think our displays are broken and need factory repair. 

[vijchauhan]

Had a reply back from fitbit and was recommended to change the clock face and reset..

display back on ish.. but everything is back to front and its gone all matrix and hacked again...

Ive forwarded photos and videos of it and will report back whats happening..

sorry to hear your experiencing the same but be glad youre not the only one..

[MandyMC08]

Same here!!!  It was perfect when I woke up and at lunch today I noticed it was all fuzzy.  Now I can barely see my screen

[vijchauhan]

I totally feel your pain.. 😞

Did all that they have asked me to do and still having same issues..

Sent them more pics and videos...

Will report back..

Thanks for not making me feel like a loner!!! 

[TrianaW]

I'm glad to see this isn't just happening to me yesterday. Yesterday morning my Charge 2 was working just fine get off of work around 1pm, take a nape, wake up and now it not working. I did the same thing as you all and still have a black screen. I need my Fitbit screen to work for health reasons. This suck! 

[vijchauhan]

Glad to hear it's not just me... maybe we all have the same batch.. 

Mine is still recording data but just the screen that is proper messed up..

I do feel ya pain.. I miss mine too 

[TrianaW]

Mines still work too because my 8:30 am alarm just went off. Thanks for replying back so soon. Hopefully Fitbit tech support people do the same since this is starting a trend now.

[vijchauhan]

If you're still in warranty think you'll be good.. unfortunately im not fitbit peeps have been in touch and offered discount off a new product.. but still gutted. Customer service has always been superb when I've got in touch with them. I've sent them photos and videos of what I was experiencing.

Crazy to think people are also suffering from this at the same time and day..

Keep the discussion updated on what happens 🙂

[Prasadwadekar]

I am facing the same issue and they saying you can’t repair it and buy a new one! What kinda company is this ? Looting people ?

[dj5]

Common issue and Fitbit won't do anything to repair it, they'll offer you 25% off a new one, but I don't recommend buying another Fitbit, as you'll likely encounter this issue again in 1-2 years.  Buy a better product from somewhere else. 

[vijchauhan]

I can't knock the customer service which is why I've always been loyal...

It's just frustrating that it's nothing that I've done that's messed it up.. as many others have experienced the same thing. 

[dj5]

Depends on how you view customer service - if you think offering 25% off a new product and not actually solving anyone's problems and continuing to make poor products is customer service, then sure, but in my opinion offering the customer a choice of repairing or replacing and actually making a quality product is true customer service.  As a tracker the device works fine, it offers good features, but the trackers are not made to last and Fitbit only stays profitable by recycling it's customers with bogus 25% off offers, which means you overpaid for the first one you bought.  That doesn't say customer service to me, that's just trying to extract as much value out of your customers as you can while providing the bare minimum quality you can get away with. 

[vijchauhan]

I hear ya totally... my previous experience has always been within the 2 Year warranty and it's been easy no quibble replacement.

It's clear with as many people that have reported the same fault in past 24hrs that the issue lies in the software and hardware rather than a fault of the customer... 

But I do agree with a lot of what you're saying 

[MarreFitbit]

Hi everyone. I am sorry to hear that you are going through this situation. I appreciate your efforts in troubleshooting your Charge 2 prior to contacting us.

I've seen that you @vijchauhan, @dj5, and you @Prasadwadekar contacted our Support Team after posting here and that they have helped you with this. When a tracker suffers damage while under warranty, you can contact Customer Support. Discounts and replacements depend on tracker model and other factors.

Hey @MandyMC08, @Grimpeur42, and @TrianaW, since none of the steps you tried have worked, I've created a case to get you in contact with our Support Team about this. They will be able to work with you and review your options. Please keep a lookout in your inbox to the email address associated with this Fitbit account. Someone will be in contact with you soon! 

[vijchauhan]

Just really disappointed and as much as I've been loyal and loved and told others about fitbit it's just really disappointing that this has happened. 

If it was something I had to done, i.e. bashed it, damaged it myself or that i was the only one, then it would be easier to take but it's clear that it's the software firmware than has messed up one of my favourite gadgets. I can't even find another charge 2 and the discount offered on certain watches just brings the price down to the prices being sold on other websites and the high street. No point giving 25% off when the prices are 25% higher than on other website. Just really not happy and feel massively let down. 

[MarreFitbit]

Hello there @vijchauhan. Thank you for the thorough feedback for the Fitbit devices. This has not gone unnoticed and be sure that I will pass this along.

Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on that feedback.

In regards to the 25% discount option as per our Warranty Policies please know that this is the best option to help you get back on track with the Fitbit family and I'm sure our Customer Support Team will be more than glad to help you further with this. We as any other company have policies to follow through.  While customer satisfaction remains our number one goal, the demands of running a global business require that we enforce our warranty consistently.   

Let me know if there's anything else I may do to assist you with.