Charge 3 black screen and gets hot when charging it

[Delbridge]

My Charge 3 was working perfectly one minute then I look down and it was a blank screen. It was at 75% charge last time I checked on it which was half an hour before it turned off. I went to plug it in and nothing happened, it didn't vibrate, the screen just stayed black. I thought maybe the battery died so I kept it plugged in for 2 hours, nothing happened, it just got really warm. I tried to press the button on the side in hopes to restart it, but again nothing happens, just a black screen. I don't know what to do. Should I keep it on the charger and wait to see if It'll turn on? Should I just send it back for a new one? Am I just wasting my time on this product? 

Moderator edit: updated subject for clarity

[WendyB]

Please do not try and charge it again. Contact support

Use the help link at the top of the page

[Ajanela]

Exactly the same problem here. My Charge 3 was fully charged and died suddenly, Black screen totally unresponsive. I've tried the rebooting with the cable/8 seconds and nothing happens, apart from the monitor getting warm. I've search the web for a solution but can only find many, many other people with similar problems.Very disappointing as it was a Christmas present from my children. Is there a solution to this problem?

---

[ReformedIowan]

This exact thing happened to me. My Charge 3 was working while I played morning basketball and at over 70% charge. The screen went black. I placed it on the charger while I took a shower (as has always been my practice even though the Charge 3 is water-proof). When I came back, the unit was very warm, but still a black screen. When I contacted customer support and explained the symptoms, with no questions asked, they instructed me to send it in. I asked the agent if this was a common issue and he said it wasn't, but given this forum, I'm guessing this is a more common issue than they are admitting. I'm hoping Fitbit gets the underlying issue fixed. I'm six months into my warranty - and if the replacement only lasts another six months and dies just after the warranty period, I doubt I'd buy another Fitbit again. $150 is too much to pay every 12 months.

[MarreFitbit]

Welcome on board @ReformedIowan! Thank you for the thorough feedback for the Fitbit devices. This has not gone unnoticed and be sure that I will pass this along.

Fitbit has been designed to provide motivation and help you to reach your daily goals to success. 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.

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.

Also, 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.

Let me know if there's something else you'd like me to assist you with.

[Josh7495]

This just happened to me yesterday, 6/1/2019.  Fitbit support opened up a case file for me a 5/30/2019 to do a battery test as last week the fitbit battery was draining really fast (wouldn't last a day).  After rebooting it serval times on and off the charger it seemed to be getting slightly better (almost got two days on a single charge) and then all of a sudden yesterday it gets the black screen.  Figured it was dead and went to charge it, same thing, no vibration or smiley face.  Checked on it and hour or two later and it was extremely hot.  Decided not to test if it was going to be a fire hazard and took it off charger overnight.  Tried it again this morning, 6/2/2019, and same thing.  Black screen and started getting hot within minutes.  Pretty sure there is something seriously wrong with this device.

[MarreFitbit]

Welcome on board @Josh7495! I am sorry to hear that you are going through this situation. I appreciate your feedback.

I've seen that you're still talking to our Support Team in regards to this matter and they've been helping you since you first contacted them. They have replied to you today, so please check your inbox for new updates on your case. 

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

[ReformedIowan]

My replacement Fitbit arrived today, June 13, 2019 - or three weeks after sending in my defective unit (May 23, 2019). In a time of Amazon 1-day shipping, Fitbit takes 3 WEEKS to replace a product that failed due to their own design flaw.

Breaking it down, my replacement Fitbit took almost 175 hours (7+ days) to travel the 682 miles from the FedEx facility in Indianapolis, IN to my home in Iowa. The Pony Express could have done it in less than 1/2 that time in the 1840's! Clearly replacing their own defective products to their customers is of exceedingly LOW priority to Fitbit. It is hard not to see that as a reflection of the low value Fitbit apparently places on their customers. Shipping poorly designed products is one thing. Cutting corners on shipping to further inconvenience customers is another. Duly noted, Fitbit. Duly noted.

[janicke73]

Hi Maria,

and thanks for clarifying.

I'm not sure how I can be helped at the moment though, because after having had this black screen / reset thing happen a couple of times since I got my Charge 3 back in September, this time it seems the tracker is going bonkers.

First I thought it was the same issue as previous times, but before I got home to try the reset, it repeatedly started vibrating - as if a call was coming in on my phone, but there was nothing - and when I put it in the charger the reset not only failed. The device also got very hot. I left it overnight and tried again today, the same thing.

I bought Charge 3 (just as my previous two Fitbits: Alta and Charge 2) in Switzerland, so there's still a warranty, but as we're on a mission in Macedonia, and only will return to Switzerland in August this doesn't help my situation much at the moment.

Unfortunately, my Charge 3 has been a disappointment pretty much from the start, and I'm strongly considering ditching Fitbit after this.

Sincerely, 

Moderator edit: personal info removed

[DougB09]

Same problem with my charge 3.  It is less than 4 months since the purchase.  If this is a common problem and takes 3 months to get a replacement I’m seriously wondering if it is smarter just to purchase a different product at this time.

[Lexy3]

I purchased my fitbit 3 a mere month ago (I was forced to purchase the new fitbit because the"connector" of the charge 2 broke) and it went blank (the representative informed me that it was still recording my steps).  I called Fitbit and was told that the product was defective and was promised a replacement.  Well it went downhill from there, the fully charged fitbit drained in minutes and it overheated after I tried to reboot it.  A replacement charger was promised.  I am still waiting on both products and am so disappointed because I am unable to record my steps (I crazy glued the charge 2 but it is not recording my activities accurately). I fully agree that the defective product is a low priority, which prompted me to tell the rep that he seems more concerned about me returning the defective fitbit in a timely manner (how many testings do they have to do before they figure it out) than he was with me being without a fitbit.  Alas, they didn't see if fit to prioritize (rush) the replacement.  Still waiting!!!

[BeastiansRawr]

I lost my Charge 2 in March of this year. When I was looking to replace it, originally thinking I'd get another Charge 2, I decided to go with the Charge 3 because of its additional features. But that was the wrong choice. I've had the same experiences as everyone else, but with FIVE devices!! The original and then four replacement devices. I'll keep accepting the replacements, although it should just work. Once the warranty is up I'm switching to something else; not made by Fitbit. Other than losing it, I didn't have a single problem with the Charge 2; I swam, sat in a hot tub, the steam room all while wearing the Charge 2. My last Charge 3 died while I was sitting on my couch! This has been a nightmare!!

[Floglo]

I just contacted them with the same issue. This is my replacement charge 3. It is so disappointing to continue have issues with Fitbit. I’ve had problems with everyone I’ve had. Now I’m sending this one back and like before, it will be 3 to 4 weeks before I receive another. This is poor customer service and definitely reflects their concern for customers. I am done with Fitbit once this one goes down and I’m sure it will. It’s time to give APPLE a try. Fitbit please do better. ... and PLEASE expedite my replacement . I will pay for faster shipping if needed. Thank you

[RJ246]

Same thing happened to my Charge 3.  Started to vibrate rapidly and then went totally blank.  Thought it was due to low battery and put it on to charge, but after about an hour it was still blank and very hot.  Reset not working, just heating up if I put it on the charger. 

Unfortunately, I bought mine while travelling, so warranty is probably useless.  This is my 3rd Fitbit in 4 years (each broke, fell apart or stopped working properly) and while I am grateful they have helped motivate me back into a steady exercise routine after an injury, I am now seriously considering trying an alternative brand.  (The charge 3 was disappointing and too expensive to have to change device so frequently)

[Brokendown6991]

Hi Janicke73

I have had the same experience. Black screen. When I charge it was going to 100% but then within 5-10 minutes it vibrates non stop for a couple minutes and it goes dead again. The last time I tried to charge it after resetting it went really really hot. 

I am very disappointed as it is not very old. I tried cleaning the ports and doing all the things that the forums have suggested but to no avail.

I live in Australia and so cannot contact customer support in US. And I don't have Twitter. 

I hope someone from Fitbit can help.

[Ncg54]

I bought mine in November 2018 & the screen weren’t black earlier this evening. When I tried to reset it, nothing’ then I left it in the charger a few minutes & it had become very hot. I bought it in November of 2018. Looked for a customer support # but not to be found!

ustomer service is sending me a replacement once they receive my broken device. The main reason they’re replacing it is that it becomes hot when charging. I could never reset it or get it to turn on.

Moderator edit: merged reply

[Brokendown6991]

Thanks for the heads up 😊. Did they require a receipt? I don't have one as
it was a gift.
Ta

[Ncg54]

No, they have a record of my purchase. In your case, they could probably
locate the purchase if you told them the name of the person who gave it to
you.

"Our lives begin to end the day we become silent about things that matter."
-- Martin Luther King, Jr.

Moderator edit: personal info removed

[Brokendown6991]

They have gotten back to me and are going to replace it. Yay!!!!

[Mary2u]

This just happened with mine- only 5 months old! Love the product but not if it only lasts 5-6months.  So no quick fix other than customer service to replace?