Charge 3 has several lines on display

[SunsetRunner]

My wife purchased a FitBit Charge 3 in November 2019.  It functioned well until a couple months ago when it developed a single white vertical line.  The problem progressed to the point where now the screen is black unless the device is docked and when the Charge 3 is docked the screen is covered by horizontal white lines.  You can see some of the menu words but they are highly distorted and the screen does not respond to swipes at all.  Before the device reached this state I repeatedly reset the device while docked. (I was unable to do so when it was not docked by the time she told me about the extent of the problem.)  Nothing I've tried has helped. 

While the screen is shot the device continues to work as a tracker, so I suspect that the connections between the screen and the chip set are damaged.  Is this covered by warranty?  I'm pretty disappointed for this to happen after barely more than a year of use.  And for the record, my wife is a very careful person with things.  I doubt this is the result of carelessness of any sort.

Thank you.

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @SunsetRunner, welcome to the Community Forums.

Thanks for bringing this to our attention and for the details that were shared in your post, I understand how frustrating this matter can be for you and your wife as well. To fix the display issue of the Charge 3, I suggest you to restart the device following the steps that are specified on this help article and if this doesn't solve the issue, follow the next steps and let me know how it goes:

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.

For more details about how our warranty policy work, please check our policies here.

I'll be around if further assistance is needed.

[SunsetRunner]

RicardoFitbit

Thanks for the reply.  I finally got a chance to try your suggestions.  Unfortunately, these did not solve the problem. First I tried the steps in the help article that explains how to restart the device.  I was twice able to get the device to restart but the screen is still both distorted and covered with horizontal lines. I also twice followed the steps included in your original message.  I was able to sense the 7 separate vibrations so I think the sequence worked but the screen again came up distorted and remains blank when undocked.  

Do you have any further suggestion or if not will Fitbit extend the warranty?  Based on what my wife is telling me, I believe this problem started within the warranty period but the device did not unusable until shortly after it ended.

Thank you.

[RicardoFitbit]

Hello again @SunsetRunner, thanks for your update and the details that were shared with me.

I'm sorry to know that you're still experiencing difficulties with your Charge 3 despite trying the troubleshooting steps that were shared on my previous post. Because the issue wasn't solved, the best way to get help for this problem is to chat directly with our Customer Support team or give us a call. Please click here to get connected and receive further assistance with them.

I'll be around if you need anything else.