Charge 3 black lines on the screen

[SmileyOreilly]

Hi @MarreFitbit 

I have the same problem with black lines across my Charge 3 screen and was going to start my own thread but then found so many other similar posts - I can't believe the number of users experiencing the same problem!  I too have tried the long restart and changing clock faces but neither make a difference - it sounds like it hasn't made a difference for anyone else either.  To make matters worse I have also noticed the strap at the buckle splitting but I guess that's for another thread.  I only got the Charge 3 at Christmas and now am I'm beginning to regret having a Fitbit, I thought they were supposed to be good but it seems not.  What is the best way of me going about getting it rectified?  Thanks Angela

Moderator Edit: Clarified subject

[JoanLuce83]

I’m also dealing with this I’ve changed the clock face several times, rebooted several times, checked for updates and still lines through the screen it started with 1 line and now there’s 3. I bought it 11 months ago so I hope it’s not already breaking on me! 

[Carla_D]

Hey I'm having the same issue with the black lines across as well. Just started the other day. I've also noticed it's not as bright as it once was and is really hard to read outside which sucks because I work outside. I've done tried the long reset, switched clock facea but it's still the same problem.  Any help would be greatly appreciated!

Thanks

[coralming]

Hi Marie, I’m having the same problem.

My Charge 3 has 2 black lines appeared one after another since 19July2020. I’ve spent the last 2 days trying all the troubleshooting found in this forum (hard reset, changed clock faces...) but to no avail.

I’ve also tried calling US Fitbit hotline several times (calling from Singapore) but was put onhold for too long. 
The lines make me giddy especially when I’m doing my daily run. It has affected my performance tremendously. Hence I really wish to get the problem solved.

Please help. 

[MarreFitbit]

Hi there @SmileyOreilly, @Carla_D, and @coralming. I'm sorry to hear about the black lines on your Charge 3 trackers' screen. I appreciate you've taken the time to follow the tips and recommendations provided in the forums prior to posting here.

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.

Since none of the steps you tried have worked, I've created a case to get you in contact with our Support Team about 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. We look forward to getting you back on track. 

Hi there @coralming, welcome on board. Thanks for the details provided in your post about what's happened to your Charge 3's screen. Also, thanks for all the steps you've done so far in order to fix it, nice way to go! 

I've seen that you contacted our Support Team after posting here about this regards. Please stay tuned to your inbox, someone will reach out to you to continue assisting you. Note that we may take a bit long to get back to you due to the recent events affecting our operations. We hope your issue is solved soon.

[coralming]

Hi there, 
I have yet to receive any email from the Support Team, do you think if they have missed my case?Really appreciate if they can contact me ASAP, thank you 🙏🏻


Sent from Yahoo Mail for iPhone

[MarreFitbit]

Hi there @coralming, thanks for getting back. I checked your support case and it seems that you created it you didn't fill out some must required fields and your case couldn't be assigned accordingly. So, I've contacted our Support Team on your behalf to look into this issue further and provide you with some options. Please keep an eye on your email inbox for further instructions. Note that due to recent events affecting our operations, support options are limited and wait times are longer than usual. We hope your issue is solved soon.