Versa black screen

[tuscany]

My Fitbit Versa has a black screen.  How can i reset the software when i cannot access the screen?

Moderator Edit: Clarified subject

[PriscillaW]

@MarreFitbit I tried these steps last night before I reached out to customer service. Thank you for your response to this issue! How should I move forward from here?

[MarreFitbit]

Anytime @PriscillaW. Thanks for getting back to me and for the details provided in your last post. I created a case for you and someone will respond as soon as possible. Due to recent events affecting our operations, we may need more than 7 business days to respond. Please stay tuned to your inbox! 

Let me know if there's anything else I may do for you.

[Redhead54]

MarreFitbit--

Just to be clear, Support did not help me with my black screen/no charge problem. The team sent me instructions on how to clean my posts. That's it. My problem was "resolved" because I bought a new Fitbit even tho my old one was less than a year old. No discounts, no upgrades. Support's concern seems to center around making sure I have no "negative experiences". With all due respect, I'm way beyond that at this point. It is a professional shame that Fitbit thinks that by putting out a one-two line disclaimer saying that it may take up to 7 days to address a customer service problem makes it acceptable and OK. That is not customer service. If the problem was with a few people here and there, that's one thing. But you have a good number of people who keep telling you that the problem seems to have occurred after the Fitbit update. Regardless, if an issue can't be resolved within a day or two and cleaning with a cotton swab with rubbing alcohol doesn't seem to do the trick, the least Fitbit could do is send out a new product to those whose purchase was less than a year or two old. Yes, that's a huge expense. But perhaps it's what's needed to encourage Corporate to figure out what is/was the glitch that caused so may watches to go dark and at the same time earn the customer loyalty Fitbit wants and needs. I obviously like my Versa because I bought a new one after waiting for three days for a resolution to my problem. My stats are now skewed and although no one has died because of that annoyance, I will no doubt live to tell about it. My issue at this point is the the cavalier attitude towards customers' inability to get anyone from Support to respond to queries in a timely manner if at all and resolution, in some way other than a written shrug of the shoulders, be immediate.

I know you are the messenger and I'm not shooting you. Really. But this message needs to be taken up the foodchain and addressed in a manner that reflects its importance to Fitbit's sustainability in the marketplace.

Thank you for your time.

Dr. Redhead54

[MarreFitbit]

Hi @Redhead54, thank you so much for your feedback. Please know that I'll be forwarding your feedback to our team, we are always working on improving our devices and overall environment based on that feedback. We are sorry that you had to buy a new watch prior the outcome from our Support Team due to the long wait.

In order for us to move forward and considering other options for the issue, we need to make sure all troubleshooting steps have been covered, that's a reason why support team advised you to do those steps. Keep in mind that you can still reply to the last email you received from our team so they can tell you if you're elegible for a replacement or discount.

I'll be around if you have any questions present.

[jessicaerps]

So it that it? Noone wants to help solve this issue?

[tuscany]

We have done all trouble shooting as per your support's info.  But still only a black screen?

[Jules-23]

So after one day of a completely black screen, my Fitbit Versa completely died, it will not charge or respond.  I have been through all the steps that have been in this message and that I can find online, nothing has worked.  I finally ended up paying my deductible and requesting another Fitbit.  Now this one wants to do an update, no way am I prepared to update it, the last update has cost me over $100 at this point. Extremely disappointed in support for an issue that is clearly on Fitbit.
As the organizer of one of the Stepbet competitions I was in and was disqualified from because of this failure, it's extremely frustrating and simply looks bad. 

[Redhead54]

Jules-23,

I too was disqualified from a competition as I couldn't post my official stats. I also have a message that I have an update-- am not going to do it as I don't trust it not to screw up my new Fitbit and new set of stats. Thanks for your note!

Redhead54

[MarreFitbit]

Hello @tuscany. I appreciate you've taken the time to follow the tips and recommendations I provided and for sharing the details requested. 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 as soon as possible since our support options are limited and wait times are longer than usual.

I've seen the majority of you have contacted our Support Team, so my best recommendation will be to keep the conversation with them as they'll know what the next step to try based on your warranty status and your specific issue. Discounts and replacements depend on tracker model and other factors.

I'll be around.

[Sayowa]

My fitbit has had a black screen for over 10 days now. Everything else seems to be working just fine; I can charge it, I get notifications through vibrations, it still counts my steps and exercise, etc. I just have a black screen. How do I get it to work?

[MarreFitbit]

Hello there @Sayowa, welcome on board. Since the steps you've tried so far didn't work but your watch i still syncing, I'd recommend to change the clock face to a different one to see if this brings back the display. Don't worry if you cannot see anything on the display by now, this process is done through the Fitbit app. 

Keep me posted on the outcome. 

[Afsaneh]

@MarreFitbit  I also have similar issue. Screen went black almost a month ago and I contacted customer service. I have been waiting for more than 20 days for a response from them, but nothing useful beyond common recommendations such as resetting the watch, which obviously didn't work.

Could you somehow elevate the issue and help find out why I am not getting any response from customer service?

Since my watch is technically still under warranty period (2years in Europe/Sweden), it would be great to know how to get a replacement or solution.

[MarreFitbit]

Hello there @Afsaneh. I've seen you have replied twice to the same email you sent to our Support Team before getting a response from them after the your first touch, what's happened is that every time you reply you're sending your case back to the queue so our team doesn't have the chance to see it. I'd suggest to wait until they reach out to you again, due to recent events affecting our operations, support options are limited and wait times are longer than usual what means it may take almost 7 business days to respond. I cannot create a new case for you as it will take longer, so I'd appreciate if you wait the next few days to receive a response from our team. Keep in mind that they will definitely continue working with you.

I'll be around if you have any questions present.

[Afsaneh]

@MarreFitbit Thank you for a fast response.

Well that doesn't make sense . In the confirmation email I recieved it clearly said I can update the status by responding to the case I created. So every time they asked a question, and I replied it threw me back to the first of the queue 😀.

I'll wait couple of more days and hopefully I'll hear from customer support.

[nuttyduffy]

I contacted support, did all the steps asked of me, still nothing from my Fitbit to then be told that it is covered by warranty. It’s 18 months old, was bought before the UK left the EU but I am presuming that now we have left that’s why the warranty isn’t covering me! I’ve been a loyal customer since 2013 and I’ve always had such positive and supportive support from you but this time I’m left completely disappointed. 

[Sayowa]

This issue seems to have affected hundreds of Fitbit users. There seems to be something more serious at play here than to think merely changing the clock face would make my Fitbit rid of the black face. Something happened. Users are alluding to an upgrade gone awry. Maybe look at any glitches that would have affected our watches. Suggesting we wipe, restart or change clock faces will not suffice as you can evidently see it IS NOT working. 

We spent a lot of money and have invested a lot of time to get this substandard treatment by Fitbit. I for one will be exploring other providers. Why would I buy another fitbit? My watch is less than 2 years old. Buy another one for it to do just the same, then to be told to change my clock face and see if that works. Absolute substandard handling of this matter affecting a lot of users and subscribers. I am not waiting around for weeks hoping you resolve this issue, it's already been at least 3 weeks. Furthermore, none of my contacts or associates will be willing to ever try Fitbit based on this track record.

[Skinny_foodie]

@Redhead54 I applaud your loyalty. After years of being a fitbit customer, their handling of this issue (screen going dark following the update) pushed me to purchase the galaxy active 2. Check out the reviews of the other devices on Amazon. I've been a fitbit customer for years, but after replacing a $200+ device 2 times in 18 months for mechanical or technical issues, its not worth the cash. 

[SunsetRunner]

I'll try to post another comment on this thread (my last one was deleted by Fitbit) but I feel for you. I was told that my two year old device was no longer under warranty and there no nothing at all they can do to try to do to help a loyal customer. I've had a Fitbit since the originals launched back when they were just a step counter! Anyways, anyone have any other good brands they have come across? 

[Lulujh]

hi, my screen is blank but you can see some light behind it. Last night the display kept lighting up randomly for no reason and when I went to check the time this morning it wasn’t working. it had still tracked sleep/steps on the app but I can’t see anything on the display at all. I’ve retried factory resetting this numerous times, disconnected from bluetooth and now it won’t pick up the Bluetooth or function at all! I’ve only had this device 2 years?!

What can I do? 

Moderator Edit: Formatting

[Runwalk10]

I'm having the same issue. Battery was at 89%.  Then it turned off & now nothing. Any response on a way to fix the issue.