Charge 3 - Black line across top of screen

[Rsalter1998]

My watch shows a small black line across the screen at the top, where the step count is on some faces and where the battery sign is when you open the stats.

tried resetting multiple times, doesn’t work.

Moderator edit: updated subject for clarity

[Carly24]

I am having this same issue. is there a way I can get a case to customer support as well? Thank you.

[andrewfinlay]

They will probably just open one here for you, but if you click on Help, you can go to a live chat and they should be able to take care of this for you.

[Marie42]

Hi

I have the same issue. My charge 3 has two lines across the top.  Restarting several times did not fix it. 

I purchased it on July 4th. 

Can you help?

Thanks

[LizzyFitbit]

Hi @Katem1981, @andrewfinlay, @Carly24 and @Marie42. It's nice to have you on board! @SunsetRunner, it's nice to see you here again. I'm sorry for the delay in my response.

@Katem1981 and @Marie42, thanks for letting me know that your Charge 3 devices are having this behavior. You did a good job with the restart process. Please confirm if you've tried changing the clock face and performing a long restart. This way I can share your details with our Support Team.

@SunsetRunner and @andrewfinlay, thanks for sharing your experience with your devices, and our team. I understand where are you coming from as your devices were design to motivate you. Our team often reviews the Community posts to improve our devices, be sure that your comments will not go unnoticed.

@Carly24, thanks for joining the conversation, and letting me know about your Charge 3. I've shared your information and apparently our team is already working with you via email. Make sure to check your inbox.

Keep me posted!

[Marie42]

I have changed my clock face and completed the long restart. Still have 2 lines towards the top of the screen where the current time is displayed.

😞

Thanks for your help!

Moderator edit: format

[annmariedNH]

Is your new one better? I had this happen, contacted them and got a replacement. I've had that for about 7 weeks and again I have the lines. So they are sending me another one. I just wanted to know if they all do this. ?

[andrewfinlay]

I'm sure the third one will be better when it arrives, but the second one was fine when it first came too.  I've said it before and I'll say it again, if this third one has it happen, then I'm forever done with fitbit.

[annmariedNH]

So you are on your third one too? I looked up Versa and it seems they have issues with lines as well. Its really disappointing.

Thanks for your reply.

Ann
Sent from Mail for Windows 10

[EzraG]

Hi  I'm encountering the same issue. I already tried to restart and change clock faces twice but the black line is still present on the screen (on the top near the step count). Can you help me with this issue?

[LizzyFitbit]

Hi @Marie42 and @andrewfinlay. It's always great to see you here. @annmariedNH and @EzraG, I'm glad to have you on board. I'm sorry for my delayed response.

@Marie42 I appreciate you for taken the time to troubleshoot your device with the steps posted above. Since the lines didn't disappear, I've requested a case on your behalf so you can receive further assistance. Keep an eye on your inbox.

@EzraG, thanks for troubleshooting your Charge 3 device, and I'm sorry that the screen is still not working correctly. I've checked with our Support Team and apparently they already took your case under their wings. They'll keep working with you via email.

@annmariedNH and @andrewfinlay, thanks for sharing your thoughts about the Charge 3 and I'm sorry about that you've had this experience with your original and replacement devices. I understand how you're feeling as this shouldn't happen. We welcome any comment posted in the Community and our team will make sure to work on our devices based on your feedback.

If you need anything else, feel free to reply back.

[annmariedNH]

My 2nd replacement is coming in tomorrow. What I want to know is what happens if this happens again? I would rather go with another model. But I really don't want to have to pay the extra. I have bands and accessories that I will lose by changing to another model. But honestly I don't know that I can trust the charge 3. 

Thanks, 

Ann

[ZiggyAmber]

Hey there, I too have this problem. A black line appeared a few days ago (I bought the Fitbit just a month ago) and then when I tried resetting it, a second line appeared. 

I've reset it several times and changed the clock faces, nothing has changed.

Please let me know what can be done, as it's upsetting. 

Thank you 🙂

[andrewfinlay]

Well I'm on device number 3 and it's fine at this point, but when it goes i'll just throw it out instead of getting another replacement.  The fact that they don't restart the warranty from when the new device comes is a little pathetic.

[tberes22]

i got mine from best buy on boxing day, same with the line across the top, they are replacing it.

[RMG75]

Fitbit have now replaced mine....no fuss & super quick!



Sent from my Samsung device

[ZiggyAmber]

My replacement is on the way! Fitbit dealt with it wonderfully and very happy now

[RoseHinds]

Hi there, I’m having the same problem - my Fitbit is also recently purchased with the last few months. I do not have a receipt or box for the product and I am also not in the same country where originally purchased. Please help

[LizzyFitbit]

Hi @annmariedNH, @andrewfinlay and @RMG75. It's nice to have you here. @ZiggyAmber, @tberes22 and @RoseHinds, welcome to the Forums. I'm sorry for my delayed response.

@annmariedNH and @andrewfinlay, thanks for sharing your feedback about the Charge 3. I see where are you coming from and I'm sorry that you've had this experience with your devices. Our team often reviews the Community Forums as the comments posted here help us to evaluate our products and improve them. While you'll get a replacement device, don't hesitate to reply back if you have any inquiry with it.

@tberes22, @RMG75 and @ZiggyAmber, thanks for sharing your experience and I'm glad that your replacement devices are on its way. I'm sure you'll crush your steps!

@RoseHinds, thanks for letting me know that your Charge 3 has this behavior. I understand how you're feeling, and let me help you with this. Just to confirm, have you tried the troubleshooting steps posted above? If not, please give them a try and let me know how it goes.

See you around.

[annmariedNH]

I have the replacement and it is good right now. Hopefully it won't happen again with this one. If it does I think it should be replaced with another model. 

[RoseHinds]

Hi there,

Yes I have tried the troubleshooting steps in order to try and fix it but it has remained the same even after trying these steps and having a different clock face on my watch.

What do you recommend that I do? I am unsure that a shop will take my Fitbit back in order to replace it....

Many thanks,
Rose

Sent from my iPhone