Charge 3 has developed lines across the screen

[Jaqrocks]

I have lines accross my watch screen.  I had this happen with my original charge 3, and now it is happening with the replacement.  I am pretty sure i am outside my warranty window, but is there a way to up grade to the 4 or get a discount?  I love the watch, but am a little disappointed.  Does the charge 4 have the same issue?

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @Jaqrocks, welcome to the Community Forums. I'm sorry to hear that your Charge 3 replacement has developed lines across the screen, I understand where your concern is coming from and why you're feeling disappointed. I'll be glad to help you. 

Please note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. Then, if the tracker is deemed defective we review eligibility using the one year warranty option. Regarding your inquiry about getting a discount or an upgrade, this will depend of the resolution our Support Team. 

Additionally, our products (including Charge 4) are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy is set into providing as much coverage as we can.

If you haven't done so yet, I'd recommend trying the following steps:

1. Check in the Fitbit app if your Charge 3 is still syncing, if so, try changing the clock face to a different one by following these steps : How do I change the clock face on my Fitbit device?. The steps are done through the Fitbit app, do not worry if you cannot see anything on the screen for this process. 
2. Restart your tracker by following the steps from this help article: How do I restart my Fitbit device?

Give this a go and let me know if you need further help.

[Mummacake]

Morning. I also have this issue. It happened on my original Charge 3 which was replaced and then, when that did the same, I bought a new charge 3 in March 2020. And yet again, the same issue has occurred 6 months later. I love my Fitbit but am now considering an Apple. 
I’ve repeatedly done the troubleshooting and am unsure where to go next. Very disappointing 

[MarreFitbit]

Hi there @Mummacake, thanks for stopping by in the Community Forums. We're sorry to hear that your Charge 3 replacement has also developed issues with the screen, we understand why you're felling disappointed. We acknowledge the limitation we have on our part particularly on what you have experienced. We‘re taking into consideration your comments and sentiments with regards to our products and services.

At this moment, the limits of what we can do for you here on the public community forums for the issue you're experiencing have been reached, so I've contacted our Support Team on your behalf to look into this issue further and provide you with some options. Please keep an eye on your email inbox for further instructions. Note that due to recent events affecting our operations, support options are limited and wait times are longer than usual.

We hope your issue is solved soon.

[Mummacake]

Thank you so much. I’ve had contact from your Support Team and am sure this will be sorted as quickly as your reply. 

[MarreFitbit]

Hi there @Mummacake, you're very welcome. 😉 You're in good hands.

I'll be around if there's anything else I may do for you in the meantime. 

[moongirli]

I am also having this problem.  I bought a Charge 3 direct from Fitbit last year (June 2019), and it had this problem in April 2020, and had to be replaced.  I have had the replacement for 5 months, and the problem has happened again.  I'm really disappointed, because I rely on the information I get from my Fitbit, especially during the current pandemic.  I have been unable to contact the support team with the link above.  Please advise.

[MarreFitbit · Accepted solution]

Hi @moongirli, welcome on board. I'm sorry to hear that your Charge 3's screen has also developed lines. We‘re taking into consideration your comments and sentiments with regards to our products. I'm here to help you.

If you haven't done so yet, I'd recommend trying the following steps:

1. Check in the Fitbit app if your Charge 3 is still syncing, if so, try changing the clock face to a different one by following these steps : How do I change the clock face on my Fitbit device?. The steps are done through the Fitbit app, do not worry if you cannot see anything on the screen for this process. 
2. Restart your tracker by following the steps from this help article: How do I restart my Fitbit device?

I'm sorry for the hard time you had while trying to reach out to our Support Team with the link above, due to recent events affecting our operations, support options are limited and wait times are longer than usual.

[moongirli]

Hi, @MarreFitbit - 

Thank you for writing back.

Sadly, no luck.  I tried both of those troubleshooting methods, and it has not fixed the problem.

[MarreFitbit]

Hi there @moongirli, you're welcome. Thanks for confirming that you've followed the steps suggested above.

Since none of the steps you tried have worked, I've created a case to get you in contact with our Support Team about this. They will be able to work with you and review your options. Please keep a lookout in your inbox to the email address associated with this Fitbit account. Someone will be in contact with you as soon as possible since our support options are limited and wait times are longer than usual.

Have a nice day! 

[Mummacake]

I’ve got a replacement coming and customer support was rapid and positive. Thanks so much for the help and quick responses. 

[MarreFitbit]

Hello @Mummacake, you're very welcome. 🙂 I'm very happy to hear about your Charge 3 replacement and for the great Customer Service you received. 

I would like to invite you to visit our Health & Wellness where you will find great tips and encouragement from other members.