Charge 3 display is grey

[BeenaJoy]

I have just charged my Charge 3 and the screen has gone from black to grey with vertical stripes .I have tried rebooting and plugging the charger in again but the screen is still the same.TIA for any help

Moderator edit: updated subject for clarity

[Motiv8edMama]

Hi, I am having the same problem with my Fitbit. It was fine this morning and while we were out driving I noticed the screen had gone gray with vertical lines. I have tried the long restart suggested and even tried changing the clock face a couple of times. If anything the screen has gone even lighter. I tried the online chat and was talking to a customer my rep when hit the screen and backed out of the conversation. I tried to get back onto the online chat and it says it's not available. I hope you can help me. TIA.

Update: I got through to online chat and they will be sending me a replacement! Great experience and customer service provided!

[Citykid2]

Hi,

I ultimately called Customer Service. She walked thru a few troubleshooting
tricks that did not work. She agreed that the grey stripe can not be fixed
and approved a new Charge 3 (or a 50% discount on any other model).
Shipping and handling took about a week, I receive the new one a few days
ago. They did not send new straps or new charger. Customer Service was
quite good. Try it.
--
Retired Surfer
Sent via my iPad Pro 12.9

Moderator edit: personal info removed

[AFowler01]

Has this grey screen issue ever been able to be resolved by a reset?

I have not seen anyone on this forum that has had success with it. 

[Motiv8edMama]

No unfortunately I was unable to fix the issue on my own. After contacting
customer service they ultimately decided to send me a replacement.

[Angela_D]

I'm having the same issue as well. It was working fine until yesterday morning when I plugged it in to charge. The screen is now grey making it difficult to read the white text. I've contacted customer service and sent them a picture of the issue, but they weren't happy with the initial picture so I just sent another one. I've tried restarting numerous times and changing the clock face, but nothing has worked. Each time I've heard back from customer service they tell me the last time my Fitbit successfully synced, but syncing isn't the issue. It's the display... I've only had this Fitbit since April 2019 so it isn't even a year old yet. My previous Alta lasted longer than this.

[Citykid2]

If I am reading this correctly you are texting with Customer Service. Too frustrating. I suggest you call directly and speak with a rep. They will ask you to hold down your Fitbit button for x seconds and you will then describe what face looks like. They may ask to hold button down for y seconds and then describe face. Afterwards, while you’re still on phone they will talk to their manager and make a decision. Hopefully they will replace. If a bad decision mention that you will use social media to complain about poor customer service. Good luck. FYI   I received excellent Customer Service.

[AFowler01]

They sent me an email with instructions for a long reset. It didn't work.
Relied with information they requested and haven't heard back from them. It
has been a day. Not sure what to do next.

No reply yet. Hard reset did not work out.

Moderator edit: merged reply

[mountaincat1953]

I already got my replacement. However the new one doesn't hold a charge
very well. Now I have to charge every three days or so. I think I'm
ready to give up on Fitbit

[Angela_D]

Thank you for the advice CityKid2. I did the live chat with a customer service rep yesterday but it wouldn't let me send the picture so they followed up with an email so that I could send the picture as an attachment. I did that and got a different rep asking me to resend the pic with my handwritten case number on it.  The original pic had the case number but it wasn't handwritten since I took the pic with my phone and added the case number by typing it in.  Hopefully this pic is acceptable. It clearly shows the grey display.  I'm pretty sure the latest app update is the problem cause there was an update on Sept 30.  Is there a way to restore to the previous version?

[Citykid2]

Call Customer Service.  Do not chat and do not email.

[Angela_D]

They just sent me another e-mail asking for my purchase details since they're going to look into the warranty for possible replacement. I sent them the info. as well as a picture of the receipt since they seem to like pictures so much. Hopefully they're able to help!!! 🙂

[Angela_D]

Hi AFowler01. That's odd. They've been replying to my e-mails pretty quickly. Maybe follow-up with them using your case number. I just submitted my info. for a replacement this morning since they couldn't resolve my issue. Hopefully they can do something for you.

[AFowler01]

I just got an email from fit bit. My replacement is being shipped today.

[Citykid2]

Glad you cleared the hurdles 

[CalliopeMort]

I tried your "best answer" fix multiple times. It doesn't progress the way you describe and does not work. There is no short & medium vibration with the battery screen. The progress bar advances in 5 vibrations not 7 and then the smiley comes up with a grey bar through the middle

[Angela_D]

Hi CalliopeMort. I don't think the "best answer" fix has worked for anyone on these boards. Mine did the same thing when they told me to try restarting it. I suggest you contact customer support cause they'll most likely send you a replacement free of charge if you're still within the warranty period. I received mine in about a week. Good luck!

[CalliopeMort]

Thanks, I just finished completing the form for a replacement. Customer service on chat was great.

[Citykid2]

OK. Call Customer Service. They will ask you to try a few tricks and if they w9on’t work they may send you a new one. Good luck

[Angela_D]

That's great news CalliopeMort! 🙂 Hopefully yours will arrive quickly.

[CalliopeMort]

Amazingly it says it shipped today!