Inspire has a black screen

[Reinekee]

I've had my fitbit since approx. December 2020, never a problem. This week i saw a black screen, one time after charging (it was not empty before the black screen) it worked again shortly. now it's black again and the reset as described on this website does not work. How can I find a repair service, I am completely lost in this website. 

Moderator edit: subject for clarity 

[LiliyaFitbit]

Welcome to the Fitbit Community, @Reinekee.

Thanks for the details shared in your post and for already trying to resolve the issue. I understand how you are feeling and recommend confirming our complete troubleshooting tips in Why isn't my Fitbit device's battery charging? If the issue persists, you can get in touch with our Support team so they can look deeper into the issue and help you with this matter. Click here to get connected with them via chat or phone.

See you around.

[Reinekee]

I have tried all options to charge the battery, without result. I'm from the Netherlands. I need to reach the support service and I get sent by your url to a site where i can't find a Dutch phone number, there's no chat option and I can register my period. This was NOT the support I am looking for. I would like to get my Fitbit repaired, that I have had just over half a year, it would be great if this can be solved quickly. Thank you. 

[LiliyaFitbit]

Thank you for your reply, @Reinekee.

I appreciate your efforts and the additional details. I am sorry to hear about the difficulty you've experienced trying to contact our Support team. I would like to advise that Support is limited by the number of representatives available at a given time and the hours of operation. I understand how you are feeling and recommend contacting our team using the following phone number: 085 208 4132, Monday - Friday, 9:00 AM - 5:30 PM. 

I hope this information will be helpful. 

[Sarahlousie]

Hi - I have the same issue.  I’m flabbergasted in how poor the quality of the Fitbit is - but more so in how frustrating it is to find support from Fitbit.  I’m a total idiot for replacing three dead fitbits over the past 5 years.  I even bought the aria scale - ugh.   Now, Fitbit’s customer service  has gone to the bottom floor.  Fitbit is counting on most of us not having the time to call.  Awful 

[LiliyaFitbit]

Welcome to the Fitbit Community, @Sarahlousie.

Thank you for joining the thread and sharing that you're experiencing the same issue with your device. I appreciate your feedback and time you took to let us know your frustration since this helps us to keep improving. I was able to see that you have already tried contacting our Support team. You can check the options to contact our Support team here. They will do their best to investigate the issue and help in the best possible manner. 

See you around.

[Reinekee]

Here is my last update before this issue can be closed. In the end I could use the phone number on the support page, the guy who helped me was really friendly and he was able to help me to get my broken device replaced. So my only feedback would be: make the support on the website easier, also for non US residents. Thanks. 

[LiliyaFitbit]

Thank you for the update, @Reinekee.

I am glad to hear you had a great experience with our Support team and now you'll receive a replacement. Thank you for your time and feedback as it helps us to keep improving. I hope you continue enjoying the Fitbit experience and working on your goals. 

In case you have some spare time, I would like to invite you to visit our Discussions board where you can find great tips and encouragement from other members.

Keep on visiting the forums!

[SunsetRunner]

Happy you were able to get yours replaced! The same issue happened to my Fitbit yesterday. It was at 70% battery, I received a text vibrate notification and then it crashed. Mine was purchased in May of 2020 (with a 35% off coupon because my last one broke just outside of warranty) and they refused to extend the warranty the 2 extra months even though this is the second time this has happened. Besides not being able to resolve the issue, the customer representatives were extremely insensitive when I explained my situation. 

[LiliyaFitbit]

Welcome to the Fitbit Community, @SunsetRunner.

Thank you for joining the thread and sharing the details of the issue with your device and your experience with our Support team. I understand how you are feeling about this situation. I am sure our Support team tried their best to help you, each case is reviewed individually and a solution that's being provided is based on the Fitbit Warranty. I apologize for any disappointment and appreciate your understanding. 

Have a good day.

[Reinekee]

Actually... I am still waiting for DHL to have the replacement delivered. At first I thought it would arrive quickly, but it's a week later now. Let's see...

[LiliyaFitbit]

Thank you for the update, @Reinekee.

I appreciate your understanding and look forward to getting you back on track soon. Thank you for your patience with this process. 

Have a good day. 

[Reinekee]

Wow, this really is the worst customer experience. Ever. Let me update you. After the replacement for my Fitbit (that broke down after 6 months) was sent, I did not receive it. In several phone calls I was referred to DHL Germany, DHL the Netherlands. It cost me 4 calls to Fitbit and 2 to DHL. First they said the package had been delivered to my house and that it was in my possesion. Which it was not. Then I found out in the next calls the package had been transferred to another delivery agency, Postnl. It was literally waiting one minute from my home in their deposit, but I was never sent an email or any other message saying that it could be picked up. So guess what happened? It's being sent back to Fitbit, yes, yes. I called Fitbit to send me another one soon. But no, first they have to wait until the other one is received by them. When will that be? I don't know. The story continues. This has cost me more time than the device is worth, that's also something I should not think about too much...

[Sarahlousie]

I’m so sorry to hear this… Fitbit, over the years, has proven to be a supreme amount of frustration. There’s no other product in my life that has broken down in such a short amount of time. And I’m the fool who has replaced it - (by buying new ones, because a Fitbit eventually breaks down after the warranty has expired) - 3 times.
3 times I’ve bought the new generation of a product that is not designed to last beyond a year and a bit. I’ve just had my (latest) Fitbit replaced. For free, as it should be, because it’s within warranty, but I was required to pay to ship the dud back to Fitbit.
I’m guessing Fitbit won’t be around in 3 or 4 years: poor products and cheap customer service



Sent from my iPhone

[Reinekee]

Today, 6 September, the (second) replacement has been delivered, finally! It has taken ages, but I'm glad I have a working device again. 

[LiliyaFitbit]

Thank you for the update, @Reinekee.

I am glad to hear you're back on track. Thank you for sharing your experience, your feedback and comments are greatly appreciated. 

Happy stepping!