Charge 3 condensation - Problem and solution possibly identified

[TheGrumps]

I am on my 3rd Charge 3 after the first two stopped working after a couple of months. They have been replaced without issue by Fitbit - top marks!

The second unit that failed (and maybe the first too) has obvious condensation behind the sensor area. The sensor unit also appears to move - i.e. it is not solidly fixed.

I have investigated this further (30 years designing electronic systems - including fitness trackers), and if any moderator or employee would like to contact to discuss, please do.

[MarreFitbit]

Welcome to the Community Forums @TheGrumps! Thanks so much for taking the time to investigate this further. I'm glad to hear you've had a nice experience with our Support Team. 

If you have a wrist-based tracker and can see condensation inside the screen, dry rice may work temporarily but the problem is likely to reoccur. In most cases water damaged trackers aren't covered under warranty but it depends on the model. Contact Customer Support if you're unsure or if you want to discuss what you've investigated. 

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

[TheGrumps]

Thanks. I have contacted customer support directly.

I think it'd be nice if you could confirm here whether swim trackers such as the Charge 3 are covered for water ingress under warranty.

[MarreFitbit]

Hello @TheGrumps, thanks for coming back and for letting me know you've contacted our Support Team directly. 

As mentioned, in most cases water damaged trackers aren't covered under warranty but it depends on the model. However, our team can give you more details about this. 

Let me know if there's any questions present.

[AngelaBS]

Exactly the same thing has happened to my Fitbit Charge 3. It's less than 1 year old. I've contacted Fitbit support. Are there any fixes I can try? 

[Venetter]

This doesn't make sense. How does this tracker get condensation if it supposed to be water resistant up to50 meters? I never swam or took a shower with my charge 3, but still condensation. It is not cracked either.

[AngelaBS]

Mines isn't cracked either. I'm not happy with Fitbit, this tracker is only 6 months old, after requesting proof of purchase, they have agreed to replace it, but do not have the same colour in that model, so have offered me the plain black/aluminium with the basic black strap. Mine was rise gold with the sports strap. I've informed them that I'm very disappointed and not happy to accept this. Still waiting on their response, been over a day now. I never got this tracker wet and tried every fix Fitbit suggested, it's still 'dead' 

[AngelaBS]

I didn't go into water with my Fitbit wet, I was running in light rain. Really disappointed in Fitbit, they have agreed to replace my device, but do not have the same colour, so have offered me a diffey colour, which I don't want. Also, the colour they offered doesn't have a sports strap, mine does. I'm still waiting to hear back from them re this.

Sent from my Huawei phone

[TheGrumps]

This happened to my Charge 3 within a few months of swimming use (about 16 month ago now). They replaced without question. They didn't want the old one back so I took it apart. There was a glaring manufacturing/assembly error that I was in conversation with their technical team about. I sent them detailed photos and a description of what they did wrong. It would appear that my "help" was ignored or that they had built so much spare stock that they couldn't correct the error.

The condensation problem is in addition to the failed screen issues that many other people have.

Best of luck with your new trackers.

[AngelaBS]

Thanks for this. I'm still waiting on Fitbit responding to my last message. The have agreed to replace my device, but with a different coloured device and not the same strap. I have told them that I'm not happy and would have expected a 'like for 'like' replacement. They say they do not have any rose gold devices to offer me. Given that they are well aware of this fault with the Charge 3, they should not be selling them until this is rectified. I have been without my device since last Wednesday. It is completely dead, despite trying all the suggested fixes from Fitbit. I'm not impressed by this company at all.