Charge 3 display has black lines and not tracking

[denise_woodward]

Ever since I did the update on my Charge 3 I have had even more problems.  The tracking of steps and workouts has been a problem ever since I got the watch;  but, I have learned to live with that.  Now the screen has black lines throughout it and I can barely read the display.  I have tried restarting it a few times but still is not working properly at all.  

Major fail on this watch.

I have used the first version of FitBit for years and recently upgraded to the Charge 3 when the original died.  Thought for sure I would be getting a better product.  

[DavideFitbit]

Hi, welcome to the Fitbit Community forums @denise_woodward. Sorry for the late response. 

Thank you for the information you've provided regarding the problem with the screen of your Charge 3, to track your steps and for confirming that you already tried the standard restart procedure described here.

Before considering other options, please make sure that you've also followed the steps listed here below to complete the long restart procedure: 

1. Connect the device to the charging cable. 
2. While the device is plugged into the charging cable, press and hold the button down for 15 seconds. 
3. The device turns on and shows a battery icon. Two vibrations occur: first a short vibration, then a medium vibration. 
4. The device turns off.
5. The device turns on and shows a progress bar and short vibrations occur. The progress bar completes. Note: A total of 7 short vibrations occur. 
6. Remove the device from the charging cable. The device shuts down.
7. Important: Plug the device into the charging cable again. 

Please keep me posted on the outcome. 

[Ken08]

I tried this on mine and couldn't get it to work! Tracks good but the black lines are terrible along with the display!

[AngeMyb]

Black lines on screen. Unable to use like this. Now 16 months old. I've tried everything suggested. Should I give up and get another product?

[denise_woodward]

Hello David -

I have tried all those steps before I wrote the original post and then again today - still not working.  In fact, it is worse.  I have the premium account and it is not properly tracking anything.  Said I worked out for 358 minutes the other day - that did not happen.  Not tracking my sleep properly either or my heartrate - said that was 178 the other day and I was meditating.  The battery is not lasting that long either.  

See photos of what happened when I tried to do the steps listed today ...

This watch is a big fat lemon..

[jenijo]

I have the same problem and mine is about the same age as well. two black lines through the display but continues to work, just very hard to read as they go through the clock time

[KellyElm]

Black lines too. Was hard to read face and had to change clock. Not sure on tracking (if accurate). Very annoying. ??

[denise_woodward]

Not sure how to reach out to someone at FitBit but I have been writing in this forum for a few months about how my Charge 3 does not work.  It is getting worse day by day.  Please see my previous posts along with photos.  And please let me know how I can reach someone at the company.  

[Odyssey13]

Fitbit customer support is doing their best, but right now be prepared for longer wait times. Please be patient. Support is limited by the number of representatives available at a given time and the hours of operation. Chat lines are open when they have live help.
USA: call (877) 623-4997
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INDIA: call 000 800 050 1057
IRELAND: call 01 691 7502 (country prefix: +353)
Other contact options:

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[DavideFitbit]

Hello @denise_woodward @AngeMyb @jenijo @KellyElm @Ken08, and welcome to the new users in the Community forums. Sorry for the late response. 

Thank you for your replies and confirming that you are having the same problem with the display of the Charge 3 and have already tried the suggested troubleshooting steps.  

@Ken08 @jenijo @AngeMyb @KellyElm, I've gone ahead and sent your information to the Customer Support team for further assistance, so you should be getting a reply soon. Keep an eye on your inbox. 

@denise_woodward, I've also sent your information to the Support team, but was informed that you already have a case created or that you already got in touch with them about this. 

Let me know about the outcome.

[jenijo]

I will watch but my experience with Fitbit Customer Support over the past 8 years has been abysmal to put it bluntly. The product is great but customer service is terrible.

Jeni

[DavideFitbit]

Thank you for your reply and for sharing your feedback about your experience with the Support team @jenijo, please keep me posted on the outcome.  

[denise_woodward]

I am very unhappy with the customer service I am receiving - I finally heard from someone which was nice.  Then they told me, even though my watch broke after the update, that I had to buy a new one?!  Are updates for our watches a way to get us to buy a new watch?  Do the update, then everything breaks and you have to buy a new one?  I had the original FitBit for EVER with no problems - then i finally update and nothing but issues.  Very unhappy about this outcome.

[DavideFitbit]

Hello @denise_woodward, thank you for your reply and for sharing your feedback. Sorry for the late response. 

It is particularly difficult when the device is no longer covered by the warranty, but even tough Support is eager to help with any problem you may experience with the product, they do need to adhere to the official warranty policy, this would start counting from the original date of purchase.

Thank you again for taking the time to share your feedback; comments from users are always useful to continue to improving the quality of products and services. 

Let me know if you have further questions. 

[jenijo]

I heard back with a totally useless response. I did reply with the requested information but have heard nothing else. that was a week ago. I expect the same sort of response Denise got.  This is the same company that took 6 weeks to reset my password and only accomplished it by someone breaking the rules. 

[DavideFitbit · Accepted solution]

Hi @jenijo, sorry for the late response. 

It seems that Support has sent your a reply about this, I know that response times have been slower than usual these last few months. Thank you for sharing your feedback. 

Let me know if you have further questions. 

[denise_woodward]

The same thing happened to me - completely useless.  Fitbit did not even take into consideration that the watch did not break until the update was done.  All they said was it isn't under warranty and all they could do was offer me a discount on a new one - but they limited what watches I could use the discount on.  Terrible customer service - not what it used to be years ago.  

[DavideFitbit]

Thank you again for sharing all this feedback @denise_woodward.  

[kathyknute]

I had the same issue-- Charge 3 stopped tracking steps after I downloaded an update 2 days ago.  Should never updated!  Seems like a scam because it was working perfectly fine to that point!  I was offered a discount-HA! 

Moderator edit: format

[DavideFitbit]

Thank you for sharing your feedback and confirming that you already contacted the Customer Support team about this @kathyknute.