Charge 3 black lines on the screen

[PS9939]

My Charge3 has several black horizontal lines on the screen (assuming dead pixels?) that have started appearing this week. I have tried restarting my device a few times, fully charging it, and changing the clock face. None of this has helped. Does anyone have any other ideas that may help?

The device also has not been the best at sleep tracking since these appeared.  And lastly there is a massive delay in displaying my calorie burn on the app. Not too sure how this happened as the FitBit was completely fine a week ago. (Device purchased in February). 

Appreciate any insight and thank you in advance!

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hello there @PS9939, welcome to the Community Forums. I'm sorry to hear that your Charge 3's screen developed horizontal lines. I appreciate you've taken the time to try fixing it prior to posting here. 

Since none of the steps you tried have worked, I've created a case to get you in contact with our Support Teamabout 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'll be around if you have any questions present.

[PS9939]

Thank you so much Marre! I appreciate the quick response and will patiently await to hear from the support team. 🙂

[Iceman2512]

Hi Marie,

I am having the exact same problems with black lines across the screen and have tried all available options but to no avail. The lines are very bad and some stats are barely readable.

Thanks in advance for your help as the device is only 6 months old.

Andy

Moderator Edit: Clarified subject

[Wesley_949]

Hi all,

I was about to start my own post about this.  My Charge 3 is doing the same and the battery life has become significantly worse dropping 12% in an hour to now display the battery warning indicator. This Charge 3 is a replacement from Fitbit  on 14/06/2019 after my original one had software issues.

Is this a Fitbit software issue or has the watch now come to its end?

Moderator Edit: Personal info removed

[sarahshing]

Hi I am having the same problem although now the screen only comes on when it is in the charger when I am wearing it is complete black.  How can I raise a support ticket?

[MarreFitbit]

Hi @PS9939, you're very welcome. Thanks for your understanding, we hope to get you back on track soon.

Hi there @Iceman2512, thanks for stopping by and for the details provided in your post. I appreciate you've taken the time to troubleshoot your Charge 3 as well. 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.

Hello @Wesley_949, it's nice to see you around the Community Forums. Thanks for bringing this behavior to my attention. If you haven't done so yet, I'd recommend taking a look at this help article: Can I extend my Fitbit device's battery life? and let me know the battery keeps draining quickly so I can further assist you. About the screen, I'd recommend try restarting it by following the steps at: How do I restart my Fitbit device?

Hi @sarahshing, welcome on board. Thanks for letting me know that your Charge 3 only works while it's on the charger. If you haven't done so yet, I'd recommend restart it by following these steps. Keep me posted on the outcome. 

[sarahshing]

Yes I have done all that but it still does not work plus the screen also has horizontal lines going across it with missing pixels.

[MarreFitbit]

Hi there @sarahshing, thanks for the update. 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.

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

[Wesley_949]

I have rebooted the Charge 3 device and still have a pixelated screen with missing digits and the battery life is severely an issue.  Charged last night to 99% and this morning was on to 78% and now the battery is on 24% but when Synced to my iPhone, the battery says empty.

Ive no idea if I have Warranty on this replacement Charge 3 but either way, I have just purchased a Charge 3 Special Edition from Currys PC World.  If this plays up, I will defiantly consider my options going forward as the Charge 3 is becoming very problematic with software.

[MarreFitbit]

Hi there @Wesley_949, thanks for getting back and for the details provided. Also, thanks for letting me know you've purchased a Charge 3 SE.

We acknowledge the limitation we have on our part particularly on what you have experienced. We‘re taking into consideration your comments and sentiments with regards to our products and services.

Please note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. Then, if the tracker is deemed defective we review eligibility using the one year warranty option.

When a tracker suffers damage while under warranty, you can contact Customer Support. Discounts and replacements depend on tracker model and other factors.

Additionally to this, I'd like to add that the warranty in most of the regions is only for 365 days. (In Europe due to the law, is extended for 2 years). This means that your tracker will be covered for a full year and during this period of time you can receive any replacement in case of a defect. But this warranty does not apply to that new tracker extending the time. The period of warranty would be only applicable on your original purchase until the 365 days have expired.

Said so, if you received a replacement within the warranty (365 days) it does not mean it won't be valid after this. So, if your tracker fails again and your tracker is still between the time of the original warranty, you might be eligible for a replacement based on the resolution of our Support Team, this applies until the stipulated time of the warranty had expired. If you want to see if your Charge 3 replacement applies for this, feel free to reach out to our Support Team for further help and information. 

If there's something else you'd like me to assist you with, let me know. 

[Wesley_949]

Hi,

Thank you for your detailed reply.  My Charge 3 was replaced because of a software fault on my original tracker.  The Charge 3 replacement was sent out to me on 14th June 2019 so I fall just outside the year marker.

I will call the Customer Support team tomorrow but I am not expecting too much especially after I have made my new purchase from another source and not the Fitbit Store UK.

Best tracker was still the Charge 2 - faultless and excellent.

Going forward, Fitbit need to look in to battery replacements as when the battery dies, you need to spend £120 plus to replace the battery by getting a new watch, pending on which tracker is purchased.

Kind Regards

Wesley Jordan

[JoJobean76]

Hi 

I am having the same difficulties with my fitbit Charge 3. I have black lines on the screen which have been increasing. I initially thought it was an issue with one clock face so changed the face but it is getting worse. I have tried re booting but there is no difference.

My husband has issues with his fitbit as well. His fitbit charge 3, but his is white vertical lines.

Both Fitbits where bought at the end of October 19, but have only been in use since December due to them being Christmas Gifts 

I hope you can help

Jo

[MarreFitbit]

Hey there @Wesley_949. I'd like to give thanks for the feedback you've provided towards our product. 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. 

Hello @JoJobean76, welcome to the Community Forums. I appreciate the details provided in your post and your time while troubleshooting the Charge 3. I went ahead and created a case for you with our Support Team. Someone will reach out to you as soon as possible (due to recent events affecting our operations, support options are limited and wait times are longer than usual) to offer their assistance. If your husband's Charge 3 is also going through this, please let our team know about this so they can also address his issue. Please keep a lookout in your inbox to the email address associated with this account. 

Let me know if you have any questions present. 

[JoJobean76]

Thank you..

I shall look out for the reply

[MarreFitbit]

You're very welcome @JoJobean76. 😉

[Iceman2512]

I have just rung Fitbit and they gave me the option of having a replacement charge 3 free of charge or 50% off another tracker excluding the charge 4. I have gone for the replacement tracker in the hope it is going to be OK. The phone call was very efficient and dealt with quickly so heres hoping as like others I had a charge 2 for 3 years which was faultless. I should be receiving this in 5 to 10 business days.

[MarreFitbit]

Hi there @Iceman2512, thanks for keeping us updated with the outcome of your case. I'm glad to hear that you're receiving a Charge 3 replacement.

I also had the Charge 2 and I loved it, but definitely my fav one was the Fitbit One. 

I'll be around if there's anything else I may do for you in the meantime. 

[Wesley_949]

Hi all,

Just called Fitbit team and I too have qualified for a replacement of my faulty Charge 3 tracker. Despite having today, received my new Charge 3 Special Edition, I still wanted the replacement  tracker and I can keep as a spare.  
I would love to know why there is an issue with the Charge 3 and quite a few users are experiencing the same pixelated screen, but doing a few checks with the tracker over the phone with the Fitbit team, the tracker became slow and unresponsive and couldn’t even swipe to get any menus.  Even after a forced restart.

[Iceman2512]

After ringing Fitbit on Monday I have received my new charger and all good. Received within 2 days and dispatched from Holland, excellent service 😁