Black line across screen on Charge 3

[Janinehobin]

Hi everyone. I know it's probably been posted before, and I've read some posts on lines across the charge 3 screens, but they're all white lines. Mines black. I've rebooted it, and fully charged it and it's still there. I got it for my Christmas present a week ago, and I'm absolutely gutted. Is there a way I can get this fixed ? Thanks 😞 

Moderator edit: updated subject for clarity

[MarreFitbit]

Welcome on board @Janinehobin, it's nice to see you around here! Sorry to hear about the inconveniences you've been having with your Christmas present, thanks for already restarting it. Nice way to go!

I have reached out to our support team and created a case regarding your inquiry. Someone will be reaching out to you within the next 24-72 hours with next steps. 

Point me out if there's anything else I can do for you in the meantime. 

[CraigPiattelli]

Any fix to this yet? I have one black line through the middle of my screen and a few at the top. Restarting seems to do nothing. Been like this for a couple weeks now.

[Janinehobin]

Hiya ! 

They sent me a new one. Send them an email or create a post on here. They're really good and so helpful ! 

[Heather-S · Accepted solution]

@CraigPiattelli If you're starting to see black lines across the screen where there normally isn't, it's usually a sign of dead pixels, which means you'll need a new Charge 3.  Contact customer support and let them know what's going on.  Best of luck!

[AmandaBatt]

Did you guys end up having to pay for the new charge? I have the same problem and I didn’t even hit it off anything OR get it wet, I don’t understand how this happened 😞 

[CraigPiattelli]

Start your own thread, or contact customer support, they were great at helping me out. Was no charge to replace my Fitbit.

[AmandaBatt]

I talked to support via chat earlier today. Troubleshooting didn’t work so it’s been escalated and I’m waiting for an email! I was just seeing if they made you guys pay for the replacement- I was a little nervous since with certain devices screen damage is never covered 😖

Thank you!

[Xlxjaysterxlx]

I have had the same problem 

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@MarreFitbit wrote:

Welcome on board @Janinehobin, it's nice to see you around here! Sorry to hear about the inconveniences you've been having with your Christmas present, thanks for already restarting it. Nice way to go!

I have reached out to our support team and created a case regarding your inquiry. Someone will be reaching out to you within the next 24-72 hours with next steps. 

Point me out if there's anything else I can do for you in the meantime. 

---

[ali-louise889]

Is there any resolution to this? I also now have a black line across the top of my screen and only got this for Christmas too! 😞 resetting isn't doing anything. Not happy at all as it was also freezing constantly on me in January! 😞 

[MarreFitbit]

Hello everyone, sorry for the late response.

Welcome to the Fitbit Community @AmandaBatt! I've seen that our Support Team was able to sort this out.  Please feel free to reply back to your support case if you need further assistance.

Thanks for helping out @CraigPiattelli! 

Welcome on board guys @Xlxjaysterxlx  and @ali-louise889! Thanks for already restarting your devices. Since the restart hasn't worked, if your Fitbit devices are still syncing or vibrating I'd recommend changing the clock face to a different one.

Let me know if this brings back the display.

[stridermax]

Turns out that Fitbit is a waste of time with helping me because the fine print makes their warnty schetchy.

So a lot of people have been having dead pixels randomly appearing in their device's screen for the Charge 3. The same thing happened to me, so after 5 days of sending them pictures of my Fitbit, they said they couldn’t help because I bought the Fitbit off of eBay, even if it’s was new in box and I had only bought it in December. You would think that because the Charge 3 has been out for less than a year and that I have the original box as well purchase date confirmation from eBay and the individual seller maybes fitbit would do something, but no.

I bought it brand new from an unauthorized dealer and so Fitbit has decided to not fulfill the warranty. (A warmth that, yes, does say that it has to be bought from an authorized seller, but doesr that mean Amazon is out too, as an “authorized seller”? What about Bestbuy? How would I know an athorized from unothurized seller before I buy?)  Wow, weak warranty guys! 

Also the problems so prevalent  in the Fitbit community I would hope that Fitbit would do a recall/program to just take care of the Charge 3 dying pixel problem, but I guess they don’t need care about me or you, but they do care that you buy their products. Which I did and now they want me to get a new one from them out of pocket a second time. Nope I won’t be future buyer. Worst customer service experience of my life, as a tech buyer this Is poor form guys. 

Also im posting it here’s because they marked this comments as spam not 10 minutes ago. It’s not spam I just want a working fitbit. 

[MarreFitbit]

Hi there @stridermax! Thank you for the thorough feedback for the Fitbit environment, customer service and 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.

For further reference, you can purchase the Fitbit tracker directly from us at http://www.fitbit.com/store. Fitbit products are also available at the following retail locations: http://www.fitbit.com/where-to-buy 

I've seen our Support Team has offered some options for you. Please check your inbox if you haven't so, they will be more than glad to continue assisting you. 

Let me know if there's anything else I may do to assist in the meantime. 

[Jessburk]

I have the same issue, just bought it today and it was like this out of the box. I’ve done all the troubleshooting with no success.

[stridermax]

Actually Fitbit decided due to extra work on your guy’s end to fufill the limited warnty. I also want to thank Fitbit. I got a call from a person and everything. 

Good thing too too because the black lines in screen are multiplying slowly but surely. Regardless thanks again Fitbit. 

Also tha n you for the list of re-sellers so I can remember that for the future. 

[MarreFitbit]

Hello @Jessburk, thanks for jumping in here! I've seen you got in touch with our Support Team after posting here. I'm so glad to hear they were able to help. 😊

Hi @stridermax, thanks for coming back! I'm very happy to hear your good comments towards our Fitbit team. It's nice to hear you're staying with us! 

Hope to see you participating in the Community more often since I think it would be awesome for you to explore our Community. You can go ahead and log to any of the topics that might be of your interest in our Discussion boards. Feel free to comment and contribute with your knowledge and experience.

Have a nice day guys! 

[saladtimes]

I'm having the same issue - 2 black lines across the top of my Charge 3. 😞  I have only had this product for 2 months and I would hate for it to be faulty already. Not sure what I'm supposed to do at this point. I purchased my product from Target. 

[SunsetRunner]

I have this issue too with my Fitbit. I purchased it brand new from Best Buy about 4 months ago. I have had this issue for about a month now. I also have issues with it freezing up and the screen goes black and is not responsive. I have to reset it to get it to start working again. I love my Fitbit but hate these issues. 

[MarreFitbit]

Welcome on board @saladtimes and @SunsetRunner! Thanks for taking the time to restart your Charge 3 devices in order to solve the issue with the black line across the screen. Nice way to go!

I went ahead and created a case for you with our Support Team. Someone will reach out to you soon to offer their assistance. Please keep a lookout in your inbox to the email address associated with this account.

Please let me know if there's anything else I may do to assist in the meantime. 

[JamSleigh]

Hi,

I recently received my Fitbit charge 3, two months ago as a present. I have noticed just today that a black line at the top just appeared out of nowhere.. I’m so disappointed as I really loved this and have recommended it to all my friends 😞

ive tried to restart it, change the clock face, and nothing has worked..

my question is, can anything be done if I don’t be have a receipt? It was a gift and the gifter never gave me a gift receipt, probably because they knew I desperately wanted one and wouldn’t need to return. It was brand new  in box when I received it. 

Please let me know. I’m extremely disappointed:(