Charge 3 display not working

[mschultz14]

Got both myself and my dad a Charge 3 last summer as a way to motivate us to move more. He has a Galaxy 7 and I have an iPhone 8 plus and we both loved it at first. In less than a year, the brightness has completely gone from our watches (not visible in even pitch black rooms) and my watch is missing pixels. I tried contacting FitBit through their twitter and their live chat but their only suggestions was to keep resetting it (I have quite a few times now). Does anyone know how to contact customer service?? 

Moderator edit: updated subject for clarity

[MarreFitbit]

Hello @mschultz14, welcome to the Community Forums. I'm sorry to hear that the display on your Charge 3 trackers have stopped working. I appreciate your time while performing the restarts recommended and your feedback for our Chat and Twitter support. 

In order for us to move forward and considering other options for this issue, we need to make sure all troubleshooting steps have been covered, that's a reason why both in Twitter and Chat you were advised to do a restart as a first step. However, since it hasn't worked, I'd recommend performing a long restart by following the steps below:

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.

Give this a go and let me know the outcome, I'll be more than glad to continue assisting you. 🙂

[mschultz14]

Hi Maria! Thanks for responding. Twitter had also advised me to do a long reset, which I did as well, but nothing was displayed while I did it (no battery icon or progress bar). My dad’s fitbit faintly displayed the battery icon, but no progress bar either.

[MarreFitbit]

You're welcome @mschultz14! Thanks for getting back and for the update. 😉

Since your Charge 3's screen is still not working, I went ahead and created a case for you with our Support Team. Keep in mind that we may need more than 7 business days to respond, due to recent events affecting our operations. Stay tuned of your inbox to the email address associated with this account.

PS: I informed to our team about all the steps you've already done to avoid they provide or confirm the same ones. I also notified that your dad is having issues with his Charge 3. Once they get in touch with you, they will let you know how to proceed with your dad's tracker.