Charge 3: Pixelated display

[MartinG86]

Hi. Had my Charge 3 since May which was a gift so I don't have receipt etc.

Screen has started to get the blank pixel lines - tried hard reset, tried unpairing and repairing device, tried changing the clock face and nothing has worked. 

From 3 blank lines last week to 13 (I think!) this week.

Is there anything that can be done? I loved my Fitbit but certainly dont want to have to replace it already.

Thanks, Martin

Moderator Edit: Clarified subject

[MartinG86]

@AlvaroFitbit can you help? 😊

[RicardoFitbit]

Hi @MartinG86, welcome to the Community Forums.

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting over here. Since you already tried our restart process to no avail, I'd like to suggest you our long restart process. To do so, please follow the next steps and let me know if the issue persists:

1. Connect the device to the charging cable. 
2. While the device is plugged into the charging cable, press and hold the button down for 15 seconds. 
3. The device turns on and shows a battery icon. Two vibrations occur: first a short vibration, then a medium vibration. 
4. The device turns off.
5. The device turns on and shows a progress bar and short vibrations occur. The progress bar completes. Note: A total of 7 short vibrations occur. 
6. Remove the device from the charging cable. The device shuts down.
7. Important: Plug the device into the charging cable again.

I'll be here if further assistance is needed. 

[MartinG86]

@RicardoFitbit have given that a go too, everything as per your instructions but device still has blank lines across the screen as before ☹️

[Niners]

I have the same issue and the steps have not worked for me 

[RicardoFitbit]

Your reply is appreciated @MartinG86. Welcome aboard @Niners.

@MartinG86 I'm sorry to know that you're still experiencing difficulties with your device. I've contacted our Customer Support team on your behalf for them to further assist you with this situation and get you back on track as soon as possible. Please keep an eye on your email inbox.

@Niners Thanks for bringing this to my attention. Before we can move on, can you please specify which troubleshooting steps you tried before posting over here? 

I'll be around. 

[MartinG86]

Hey Ricardo... 5 days down the line and still no email or further response. Can you advise how long we should be waiting for issues to be dealt with??

I fear if I wait much longer every pixel on my screen will soon be dead!!

This forum shows there are many, many quality issues, Fitbit really need to up their after service or people will shop elsewhere!! 

[RicardoFitbit]

Hello again @MartinG86, thanks for your update.

I'm sorry to know that our Customer Support team haven't contacted you yet. Let me share with you that due to high season, our Support team may contact you within 5 - 7 business days. I've double checked the ticket created for your issue and it's still processing but once they receive it, you'll receive information from them to get you back on track. Your understanding and patience are appreciated. 

Don't hesitate to contact me back if you need anything else.