Charge 3 display missing pixels

[Hels70]

Hi

I bought my fitbit charge 3 special edition May 2021 and have loved it.

I still love using it to help me with my steps/sleeping/menstrual pattern and wouldn't change to anyone else.

However i started noticing what i thought was missing pixels at the top of the clock and slowly it seems to be happening at the bottom of the clock to where there are pixels missing.

I read up on other peoples problems with this happening and started to try and fix it myself.

My firmware version is 28.20001.88.11 and i have never seen or had to do an update since i bought it.

My phone is a Samsung galaxy S8.

I have tried changing the clock and this has made no difference apart from making it even harder to see all the numbers.

I've reset my fitbit by using my charger both connceted with the usb cable to my pc and also putting the usb charger to the mains.

I have reset my fitbit watch itself but nothing seems to change.

I thought maybe if i disconnected the blue tooth for a while this would help but didn't make any difference. I don't go swimming/never been in water.

Can someone help me please? I took a photo but it says i don't have permission to upload images.

I have read lots of problems with the charge 3 and wondered whether to change to a charge 4 would be better and if i am able to get this one replaced with the fitbit charge 4 i would pay the extra.

I bought it on May 10th.

I am really concerned about being without my fitbit for a while as it has become my best friend through the pandemic but i know if i leave it too long i am going to be out of my warranty.

Any help would be very much appreciated.

Helen

Moderator edit: subject for clarity 

[Hels70]

Bought May 2020 not 21 sorry.

[LiliyaFitbit]

Welcome to the Fitbit Community, @Hels70.

Thanks for the details shared in your post and for already trying to resolve the issue. I understand how you are feeling about this situation. The best way to get help for this problem is to chat with our Support team online or give them a call. They will evaluate your device's behavior and help you with this matter. Click here to get connected. 

See you around.

[Hels70]

Thank you for your reply and the link.

I chatted with someone who was very helpful and after they tried to help me further which sadly didn't make any difference to my tracker, they opened a case for me.

Really helpful person guiding me through my tracker problem.

Within minutes i was told i could get a replacement so i am excited to be getting another one through the post.

Perfect customer support and service.

Just one question i forgot to ask them, When my new one comes through, do i set up a new tracker on my app? and do i lose all the info on the old charger app info from May last year? It's mainly to give me the heads up so if need be i can jot down any notes i will need for old info for menstrual cycle etc.

Many thanks

Helen

[Gneiss70]

I also have just finished online chat with Fitbit support for the same issue and I have been offered a replacement free of charge or 50% discount on a different model. 

Very helpful service. 

If you have the same problem then do reach out to the support team.

[Odyssey13]

Hi @Hels70  when the replacement arrives, set it up as a new device on an existing account. Your history will be there, safely stored on the Fitbit servers. Glad customer service could help you.

[Hels70]

Hi Odyssey13

Thank you for letting me know, that's great i won't lose all my data.

Thank you for your help.

[LiliyaFitbit]

Welcome to the Fitbit Community, @Gneiss70. Thank you for your reply, @Hels70. It's nice to see you around and thank you for your help, @Odyssey13.

@Hels70 @Gneiss70 I am glad to hear that you had a great experience with our Support team and now you'll receive replacements. Thank you for your time and feedback. As mentioned @Odyssey13, your won't lose your data and you can follow the steps from this help article to set up your replacement devices: How do I set up a replacement device or add a second device to my account?

In case you have some spare time, I would like to invite you to visit our Discussions board where you can share your experiences, make new friends and create new topics.

Keep on visiting the forums. Happy stepping!

[Hels70]

Thank you all for your help.

My replacement tracker came today. All set up and didn't lose any of my data 🙂 

[LiliyaFitbit]

Thank you for the update, @Hels70.

Awesome! I am glad to hear you're back on track and hope you continue enjoying the Fitbit experience and working on your goals!

See you around.

[Kspiller]

Hello this has happened with mine actually my second one has just started to go like this. I had it replaced last September and now it’s got the black lines. I’m very disappointed in this as it’s 2 charge 3’s this has happened too and fit bit won’t help. I think it’s time to change brand. There’s too many that I have heard about