Charge 3 Screen is fading

[louiseev]

Yes I too am noticing this is a common thread literally we all purchased a charge 3 in 2019 or 2020 and the screens are all fading. Clearly there is a manufacturing issue!!! It is not a charging issue as mine charges, it records my steps and activity (I just can't see the screen at all so I look on my app on the phone and of course I can't select anything on the watch as when I swipe, well it is all fading, i cant see the various functions). If it was a charge issue the energy to run the watch would not hold. But it does hold the energy. But this seems to be a display issue and the pixels or whatever they are, are disappearing and fading.

Every photo on here looks like my phone and some days it is say 99% faded, pitch black other days i may see half a grey symbol or letter and it is 95% then the next day pitch black,  it is like it is dying a slow death that screen and really got worse the last two month and now is totally black almost 24/7.

I have done all the steps advised on here regarding restarting it, charging it with the 8 second hold etc. I have contacted fit bit via twitter as chat is offline for me as I am in Australia.

Did anyone get it resolved? or did you get a new fit bit or other product?

Mine was purchased in Jan 2019.

How long is the warranty for?

and is the warranty for when you purchased it or actually started using it and it became 'registered' on fit bit?? 

thanks everyone

Moderator edit: subject for clarity 

[WilsonFitbit]

Hello @louiseev. It's nice to see you around. 

I'm sorry for the experience and thank you for the detailed information and for the troubleshooting steps you've tried. I also appreciate your feedback and please note that any feedback posted in the forums is always welcome as it helps to improve our products, services and overall environment. 

For your questions regarding the warranty, I recommend visiting this link that contains information: https://www.fitbit.com/global/us/legal/returns-and-warranty. Warranty applies to the original purchase, meaning that replacement devices won't renew the warranty period and replacement devices are provided if your original tracker is still within warranty. 

On a side note, I was able to see that you reached out to our Support Team and they have provided information and assistance. If you still have questions or inquiries about the outcome of your case, I recommend replying back to them and they will be glad to continue assisting you. 

See you around. 

[louiseev]

Thanks yes they did. If you can merge this with the other thread (I tried to post on it but could not).

Yes it is out of warranty.

I think it may be a manufacturing flaw given we all have the exact same issue and timing....I am not sure Fitbit would admit this though.

As it is not being directly answered when this point is raised. 

[Nuw123]

Hey @louiseev ,

I'm from Sri Lanka and I purchased mine on 2019,April, as you mentioned I'm also suffering from the same issue and still did not get any positive feedback from FITBIT yet , first i got some lines on the screen and within 1 month the entier screen turns black. I hardly see my display and today morning also I tried to check whether I could read anything, after so much effort I managed to go to the settings and tried to change the brightness into 'Normal', there I noticed there is only one option is available which is 'Auto' (I'm not sure whether I read that correctly because the display was not clear'. 

I contacted one agent and she said they can not replace as the warranty period is over, but I also feel this is a factory fault.Very disappointing 

Thank You! 

[louiseev]

Yes it is disappointing as  I think that everyone who has a charge 3 from 2019 and 2020 we all have the exact same issue. Yes I reached out to the support team, it is out of warranty and they offered a discount on a future fit bit purchase should I choose to purchase from Fit bit again. Did you try that, I guess it is better than nothing? Yes manufacturing flaw or factory fault. I wonder if the charge 4 has this issue? or if they have secretly rectified it behind the scenes....

I have not tried other brands in this price bracket so really not sure if they all start to break down after 1.5 - 2 years, much like mobile phones.  

[FufuHo]

I gave up on Fitbit after this experience w/ Charge 3 screen fading.  It's 100% planned obsolescence.  "We're sorry your product failed after warranty.  Please purchase our newest one which will most likely fail after warranty."

Fortunately, my credit card offers extended warranty and I was able to partially recover the cost, but in no way will I ever advocate or purchase any Fitbit product. 

[Nuw123]

Yes trues! This is not the first thread i'm notifying this issue. as a default agents ask us to reboot which never works. Really loved this product ! not anymore!

[Emtamber]

Haha! I've been going round and round since april!!! I thought it had to do with a software update so I was going to live with it being dim. Well it got worse and worse. I then wore it swimming 2 weeks ago and it started thinking it was charging while on my wrist, screen in and out, ect and have had email battle since. I even explained that I never wear it in the shower and only recently started wearing it in the pool. I wore it to 7 swimming lessons for my daughter and back yard swimming twice and its done for. They offered me a 30% code in April due to warranty not covering it. As I said I was going to live with it so this time I simply asked for a new code.. explained that I hadn't used it and now that i know the swimproof product failed because of swimming I'd like to use it. Nope. Whoever was on the other end wouldn't even make complete sentences!! They would start to say something and cut themselves off. Then when they said they were going to give me a discount I wrote back and said ok im not seeing a code and they wrote back saying the same BS about my code being expired!!

[Nuw123]

@louiseev @Emtamber @FufuHo @WilsonFitbit 

Guy I think we really need to raise this issue to FITBIT higher management as we are not getting any positive feedback from the support agents . This is certainly and factory fault and everyone has same symptoms before the blackout, It is been only 2 years and I know no one wants to throw this away, 

[Kalex915]

I’m so happy to read this, I taught I was the only one and bought a lemon. I purchased my charge 3 in 2019 and for the last 2 months my screen is barely visible. I haven’t reached out yet to Fitbit but I see that after ready everyone responds , it doesn’t matter, the company doesn’t take responsibility for their defective products, very sad... 

I cannot see the time or my texts. Very sad... I love my fitbit but I will have to check other companies I don’t want to waste my money again... sad sad

[FufuHo]

I had that same sentiment for a while, but life is too short to go down this path of negativity over a small gadget. I no longer use a fitness tracker and don't worry about steps or sleep.  I just randomly popped into the forum to see if issues were still happening and sure enough there are daily posts still being made.

[louiseev]

I do not know how to reply to everyone, it only has reply under an individual post. Anyway yes consumer and business affairs may be able to help you in regards to your consumer rights if you wish to pursue that, I am not sure the rights and I am sure consumer affairs could advise. Proving it to be faulty rather then ageing may be a far bigger hassle. To be fair I found fitbit very helpful on twitter through direct message and I find keeping up with all these gadgets exhausting so will probably stay with Fitbit because I really know how to use it.

Regarding the comment by FufuHo I do not think we are too negative, we are finding out if anyone has the same problem and what if any solution exists. Yes it is disappointing for those of us who expect a product to work but that is not unreasonable or negative I do not think. It can help sometimes knowing that you have not done anything 'wrong' and learn what to try to fix it or how others got a solution etc.

[WilsonFitbit]

Hello everyone. Thanks for your participation in the community forums. 

I also appreciate the time you've taken to provide your feedback and your comments. Please note that our team is always working to enhance your experience and your feedback is a big part of that process.

For those who haven't contacted our Support Team, I recommend reaching out to them through chat or over the phone, note that you can click here to get connected, but phone wait times have been longer than normal and I recommend initiating a chat. 

If you have already contacted our Support Team and if you have any questions or inquiries about the outcome of your case, I recommend replying back to them and they will be glad to receive your feedback. 

Lastly, if you have any additional questions about a different topic, please make sure to post them in a new thread, this way we can keep our forums organized. 

See you around. 

[MelLewR]

Hi Wilson Fit Bit. 
I can barely see me screen! So faint/ faded 

help! 

can you replace ? 

[WilsonFitbit]

Hello @MelLewR. Welcome to the community forums. 

I'm sorry for the experience and thank you for the detailed information. At this time, I'd like to let you know that if the steps suggested in this thread don't help to improve the Charge 3 brightness, I recommend contacting our Support Team for further assistance. Note that you can contact them through chat or over the phone, but phone wait times have been longer than normal, so I recommend initiating a chat. Click here to get connected. 

Please note that our Support Team will be able to review your case and your warranty options. 

See you around. 

[ArnAnd]

My Charge 3's display also gradually disappeared. I tried talking to support but didnt really help and just told me to purchase a new one since it was purchased Dec 2019.

In just a month since i first noticed that the display had been fading, nothing can be seen on my watch now. It feels like the quality they are putting on their products is barely enough for it to live a bit past its warranty. It's not even cheap but we've been duped.

[Pandora-68]

Hi I am having the same problem as you, I cannot see anything on my screen now, I am 68 and use my fitbit everyday for walking and keeping a track on my heart, because I am having problems.  Mine was brought for me in 2019, so I suppose the warrenty has now run out.  But surely if this IS a design fault, which it looks like it is, then Fitbit should refund or offer something.  Can anyone help please, as to what to do?  Thanks have a great day.

[WilsonFitbit]

Hello @ArnAnd, @Pandora-68. Welcome to the community forums. 

Thank you very much for the detailed information and for taking the time to provide your feedback. Please note that any feedback posted in the forums is always welcome as it helps to improve our products, services and overall environment. 

@ArnAnd Your understanding is very appreciated, but please note that replacement devices are provided for products that are within the warranty period. If your original Charge 3 is no longer under warranty a discount could be an available option but some conditions and requirements should be met. For more information about our warranty policy, I recommend visiting the following link: https://www.fitbit.com/global/us/legal/returns-and-warranty. 

@Pandora-68 If you haven't done so, I recommend contacting our Support Team and they will be able to review your case and available options. As mentioned on a post above, you can contact them through chat or over the phone, but phone wait times have been longer than normal, so I recommend initiating a chat. Click here to get connected. 

Please make sure to provide a brief explanation of the inconvenience and mention the troubleshooting steps you've followed, this way they can assist you from there. 

See you around.