Charge 3 screen dead

[rigilbert]

Earlier today the screen on my Fitbit Charge 3, which I got for Christmas two years ago, went blank. I've followed the restart instructions, but that hasn't resolved the problem.

I've also changed the clock face via the app, which has previously proved useful in resolving some issues, but that also hasn't helped.

Any other suggestions, please?

[SteveH]

Fitbit's advice for those having this problem is at Check here for help with Charge 3 screen issues - Fitbit Community

Even though you have tried the restart and are probably out of warranty, I would still contact customer support to see if they can help in any way.

[AlvaroFitbit]

@rigilbert Thanks for stopping by! 

Let me help you with this and thank you for troubleshooting this issue. As @SteveH mentioned you can try the suggestions in the linked post he shared that includes contacting Support. I noticed that you don't have a ticket with Support so I have created one for you. They will reach out to you via email.

Let me know how it goes.

[rigilbert]

Thanks for the reply, Alvaro, and for escalating the matter to support.

No need, however. Given that prior to the screen going blank it had been dimming over a period of a few months to the degree that I could hardly read it anymore, I concluded it was probably beyond saving and two days ago bought myself a Charge 4.

Thanks again.

[AlvaroFitbit]

@rigilbert thank you for the update.

Sorry to hear that the issue wasn't resolved but happy to know that you are already back on track with your new Charge 4. Hopefully it will help you reach your fitness goals for this new year.

Happy stepping and stay safe!

[rigilbert · Accepted solution]

Well, unexpectedly I received an email from Support yesterday. After a brief exchange of emails, they advised that I was entitled to a replacement Fitbit Charge 3 or could receive 50% off the price of a different device. I opted for a new Charge 3, which is already on its way and will arrive in four or five days. 

A most pleasing outcome, I must say, and one in which a somewhat grumpy customer becomes once again a happy customer. Thanks to all involved.

[AlvaroFitbit]

@rigilbert really happy to hear that Support was able to replace your device and that it is now on its way to you and that you are now a happy Fitbit user!

Remember that Support can help you as long as you let them know if you are having any issues or you can contact us here in the Community and we will gladly put you in contact with them.

I'll be around!

[Nisnin]

Same thing happened to me. I got my Charge 3 December 2019 and the pixels started dying January 2021. Extremely convenient for Fitbit as that is one month over their 12 month warranty period. I did the whole 1-on-1 chat with a Fitbit support member explaining that some pixels are dead (black horizontal bars running across the screen). Of course the only 'help' support gave is the same 5 step device reboot which isn't going to fix dead pixels. Then they told me my device is defective and that they will escalate my case to their "special team." About an 4 hours later I get a slap in the face email saying my "product doesn’t meet the replacement requirements of our warranty policy," that I should check out the more recent products, and how they "appreciate" me as a customer.

Since then, the rest of the pixels have died and I have a completely black screen. Until yesterday my Charge 3 was still syncing with the mobile app, but not anymore. So I'm basically just wearing an expensive bracelet with no functionality at this point. The only reason I still want to use Fitbit is because my family uses Fitbit together, but if there are no ways to repair or refurbish defective products, I may as well put my money elsewhere.

[sue163]

Mine as well. I called the help staff, followed all procedures and they could not fix. They sent me a 35% discount coupon as if I would buy another one of their products.

after reading all of the forums I’m convinced this was from a bad update and they just aren’t supporting.

im shopping for an Apple Watch now.

bye Fitbit 

[DebbieAH]

Same thing just happened to me a few minutes ago. I've had nothing but problems since I got the Charge 3, and now the screen went black, it's not charging, the app wants to do an update and it keeps telling me "Something went wrong. There was an error while trying to update your device."
ETA: I plugged it into my laptop, and now it's updating over and over. It says the Update is complete, and the time will pop back up, but then the update starts all over again. I have no idea what is going on with this thing. 

[sue163]

Yep. And my warranty expired Dec 2019 so I was screwed. Goodbye Fitbit

[DebbieAH]

I just got off the phone with Fitbit support. The rep tried all sorts of things to revive my Charge 3, nothing worked.
The phone call ended with him telling me they may be sending me some type of discount for another device. 
My warranty was also long gone. I purchased my Charge 3 in November of 2018. 

[sue163]

Yep, and no explanation of what happened to all of our fitbit devices.