Charge 2 suddenly stopped working!!

[LizzleCat]

Hi

I have had my Charge 2 since April 2017, so I know it is out of Warranty, but given that these items are at the top end of the price for a Fitness Tracker I would like to think it would last longer than this.

I charged it yesterday morning, so it was 100% charged afterwards. It was working fine when I went to bed, but when I woke this morning there was no display at all. I tried to charge it again 'just in case', but there was no battery icon when I plugged it in. It still vibrates when I take it in and out of the cradle, so I know this is not a battery issue. I have cleaned the contacts with rubbing alcohol, as suggested. I have tried a reset more than once, but nothing seems to get it working. The green lights flash occasionally, so another indicator that it is not a battery issue.

Any suggestions????

I have reported it and have only been told that it is out of warranty and that I can't expect it to work forever (my words). I have been offered a discount on a couple of alternatives, but they are older models, so I am worried that they will not last much after the warranty either. The Support person told me that they are working on using improved materials so that their products work longer, so why would I want an older model again??

I would be thrilled it I could get my existing Charge 2 to work again. Any suggestions???

[AlvaroFitbit]

@LizzleCat Welcome to the Fitbit Community! It's great to have you here! Sorry for the delay in my reply.

Thank you for sharing your experience with your Charge 2 and our Support team. It seems that you tried the suggestions we have for this issue. Support does follow the guidelines listed in the warranty so if your device is outside the warranty period they won't be able to replace it. This is why they offer a discount to help customers in this situation.  Still thank you for your feedback. Hopefully other members have a new idea for this issue.

Let me know how it goes.

[Faye78]

there's just no hope, mines out if warranty too, stopped working due to this update, battery drains quick, now it won't switch on. No fault of my own obviously, it's been on charge since 10th August and still is

They offered me 25% off. 

Not gona spend £100odd again to have something last only 3 years an becomes faulty due to an device upgrade. 

I'd understand if i broke it, then it's my fault, but this is a common problem and we are all now being penalised for it. 

I'll take my custom elsewhere 

[LizzleCat]

I am very happy to take the 25% Discount, but only if they offer it to me on EVER MODEL, not just the ones they want to get shot of. I would 'happily' (not really, but I am prepared to meet them halfway on this) to order the new Versa 2 with a 25% Discount, but apparently they would rather I bought the more expensive Iconic, thus costing them more by way of the discount, than meet me halfway by offering me the discount on the Versa 2. I am not sure why they are so determined not to meet me halfway. The only reason I have a problem with my Fitbit is because of the recent update.

It has already been reported in the press that "We have determined that a recent firmware update is affecting the performance of a very small subset of our older Charge 2 devices". Guess what? I am part of that subset. 

The same press article reported that Fitbit have said "We are committed to working closely with each customer to identify the source of any issues and ensure a satisfactory resolution". I had another email from them this morning repeating that they would not change the offer already made and thanking me for my 'understanding' (I don't understand their position at all!!). It went on to ask me to let them know if I had any other questions. 

In spite of sending a reply, copied in to Jeff Marshal, Vice President, Global Head of Customer Support, more than 6 hours ago, I have not even had the courtesy of a reply. What do I need to do to be heard?? I am off to start another Chat to see if that can get me anywhere.

Who wants to start a book on how long it will be before a Moderator decides that this post is inflammatory. One of my earlier ones has already been taken down for that reason.

[JDcard]

I am experiencing this issue also. My charge 2 would work fine one day, the HR would not work the next and now it is completely useless. I cannot get it to charge at all. This is my second Fitbit and I am looking at other options. I understand that they are not meant to last forever, but getting one every two years is not something I want to do. 

[LizzleCat]

Keep at it. You never know, they may see sense and accept that they caused this problem so have to take some responsibility for it. So far it seems that unless you are prepared to keep chipping away, you will get nothing out of them. Save any online chats you have so you have a full record. I would suggest avoiding the phone, you need to be in control of what you did/did not say. Even in chats they will try to twist your words. My battery is still charging, but the screen is not working at all. When I typed that my device did not work, they came back sometime later when I gave them more information and said that I had misled them because I had told them that my battery was not working. Apparently 'my device did not work' was translated to it being a fault with the battery. My definition of 'not working' is that it is not doing what it is meant to do. Just be careful. Good luck

[sunshinea36]

I get what you're saying. I wish I had look at these text before I order another one. My charge2 only last for 14 months and now they said it's out of date. My screen either goes black or a white lines appears on it. Its sync with my phone but I can't see the screen.

This will be my last one it was working well until the update. Fitbit is too costly as it is and then they tell you we can't help you the warranty is out

[Lcjg]

Mine stopped working too, it won’t charge. This is my second charge 2 and I’m pretty disappointed in Fitbit’s lifespan. I love everything else about it, but am so frustrated as it is just a year that I’ve had this one. 

[sunshinea36]

Apple is my next buy at lease they will stand by there product if it dies before or after a year of purchase

Sent from my iPhone

[sunshinea36]

I charged my charge2  working but no visible screen bummer

[GMorning]

WOW!!!

I am sorry to hear that everyone is having a problem with their Charge2's following the recent Firmware Update, that My Charge2 will not download (THANK GOODNESS!) 

I originally came on here to find out why, after several attempts, my Charge2 WILL NOT download the recent Firmware update.  However, after reading all of these messages of how the recent Firmware Update is literally "killing" Charge2's, the patronizing responses received from FITBIT, and the fact that after downloading sooo many updates in the past without concern, once the new CHARGE3 was created (updated??), Charge2's all over the World are dying, I'm going to Apple who stands by their products, unlike what I am seeing from FITBIT.

This is very similar to what one of the cable companies is doing to its loyal, long-time customers (many who are elderly) because they decided to update a grid that is not compatible with its current cable boxes, so they are "phasing out" the old boxes and charging more for the updated ones. (As told to me by one of their contracted service guys.)

CONSUMERS BEWARE!!