Charge 3 not recording workouts and draining the battery quickly

[newtothis83]

Hi All, 

Does anyone have any suggestions: 

All was fine or so i thought until yesterday lunch time went  I went swimming then the issues started. 

I had only charged my watch the day before so I didn't pay any attention to the battery life it usually lasts a week give or take. 

I started the excersise function on the watch it came up saying "full stats in app" as usual and the timer started. after my session which i times using the excercise timer on the watch i exited the pool and when i looked to finalise the session the watch was back onto the main clock screen. I synced and no swim registered on the app. It registered my walk to the pool automatically but not the swim and suddenly the battery was on 3%. Subsequently it automatically registered my walk home from the pool while still on 3% and my dog walk last night after charging but when i got home more problems started. 

Chronological Symptoms: 

*Not recording excercise despite the excercise mode on the watch being activated. 

*Battery life very short. 

*Last night as i was going to bed suddenly it started intermittent vibrations with nothing showing on the screen. The screen and button were unresponsive. 

*This morning an alarm went off that i set once day in February but do not routinely use. (5am) not impressed.... 

Despite charging overnight to be sure I am down to 78% battery it was on 86% when i started typing this post. 

Troubleshooting done so far: 

Long and short resets, multiple times each.

Fully charged both yesterday afternoon and again overnight. 

Synced multiple times throughout the afternoon evening and morning. 

Moderator edit: subject for clarity 

[WilsonFitbit]

Hello @newtothis83. Welcome to the community forums! 

Thank you for the detailed information and for the troubleshooting steps you've followed. I'd like to let you know that since you've tried the restart and the long restart process, my best recommendation is that you please reach out to our Support Team for further assistance. Please make sure to explain the situation and the steps you've followed, this way they can continue assisting you from there. 

Please note that you can contact them through chat or over the phone. Click here to get connected. 

See you around. 

[newtothis83]

Hi Wilson. 

Thank you for your reply but the link you sent me only took me back to the main help screen with the FAQ, community or twitter options. 

I don't have twitter and I've already tried everything else. 

I can't keep charging the device twice a day. Can you please provide another solution? 

Regards

J

[newtothis83]

Hi again Wilson.  

By way of update. It looks like the device has given up entirely now. I charged it overnight and put it on just before going swimming. The battery was going down as yesterday but it was working. It seems to have recorded my walk to the pool but after a few lengths of the pool it went blank and unresponsive.

I've got back home and plugged it back in and nothing. Even the long reset doesn't seem to illicit any response. The button does nothing. No vibrations or anything. 

[WilsonFitbit]

@newtothis83 Thank you very much for your reply. 

I'm very sorry to hear about this experience. I was able to see that you have reached out to our Support Team and they have provided information and assistance. At this time, I recommend updating your case with them, if you still have additional questions about the outcome of your case. 

Have a wonderful day! 

[newtothis83]

Hello All, 

Update for the benefit of the community. 

I managed to initiate a chat by changing my country at the bottom of the page. It seems that that service is not available in Spain. 

After running through the trouble shooting again with the team it was established that the device is no longer functioning and could not be fixed. 

As it was still under the warranty they gave me 2 options. A like for like replacement or 50% off any device of my choice. 

As the charge 3 is no longer in their portfolio I have a charge 4 arriving any day now. 

I'm very pleased with the customer service and warranty coverage having managed to sort this all out well inside a week. 

Thank you to both the community response and chat teams! 

J

[WilsonFitbit]

@newtothis83 Thank you very much for your reply. 

I also appreciate your feedback. Please note that this helps to continue working on improvements to our services. 

On a side note, I'm glad to hear that a new Charge 4 is on the way to your home. I hope you can continue tracking towards your fitness goals. 

Have a wonderful day!