Charge 3 screen has a white line across the screen from left to right

[simonrhurt]

I just received my tracker about an hour ago. I've turned it on and synced it and I've got a solid white line across the middle of the screen! Is there any way of fixing this or is it going to have to be sent back for replacement?

A reboot didn't help...

[shannalynnjenks]

Just opened my new charge 3, went through set up, it gave me the 4 digit code to set up, then goes to white line right away. I've tried removing and reading it 5-6 times from my phone app. I've done the reset where you hold the button for 8 seconds. Nothing. Just a white line acroy the screen. I called, they act as though they've never heard of this (obviously they have!) I sent them a pic of it and they're supposed to get back to me. The green HR light don't come on or anything. I think I'll probably have to send it back to QVC where I pircpurch it. Very annoying for a new product I was excited about! 

[Tamkeeny]

Just got my new charge 3, iv done the set up and everything seems to be working properly but there is a solid white line running across the top half of the screen with the words "alignment". 

The word "alignment " seems to have disappeared over night but the line is still there. What is it? How do I get rid of it?

[CCannata]

I just received mine today and did the update. Yes the line showed up! Please advise. Thanks !

[shannalynnjenks]

Send it back. They'll waste all kinds of time on the phone and they don't
know who's to fix it.

[Nan-001]

I rang support and they said to return my charge 3 to my supplier. I've received a replacement and it seems fine, had it 2 days and no white line so far.


Kind regards

June


Sent from my iPad

[Nlarally]

I am having the same problem with the white line across the screen. Can this be fixed, I will return otherwise as it’s very annoying. I opened mine yesterday and it’s been there the whole time. Such a shame as this is my third Fitbit and I love them usually. Any help much appreciated. 

[shannalynnjenks]

Send it back! Fitbit doesn't know how to fix and will just waste your time.

[Nlarally]

Thank you, I will send it back. Not worth the hassle of trying to sort it out.

Sent from my iPhone

[Nan-001]

I have received a replacement now that works fine so far (2 days)
It was support that told me to send it back to my supplier so I guess there are just some faulty ones that they don’t know how to fix
As I said I e had no problems with the replacement

June

Sent from my iPhone

[Josh85lil]

Your lucky I’ve been on the phone with Fitbit a few times and say some specialist has my case and figuring out a solution!! Weird because I said Fitbit has a manufactures warranty so just send me a new one, and they wouldn’t!

Sent from my iPhone

[DavideFitbit]

Hello, thank you for all the information you've been providing so far about the inconvenience you experienced with the Charge 3 display, and welcome to all the new users in the forum. 

I've been informed that you already have a case created with the Customer Support team @Josh85lil, @JessJ25, @Alyson57, @Nan-001, @DanT1080, @Laurs90, @MatthiasBartel, @shannalynnjenks, @Tamkeeny. I hope everything goes well. I'm sorry to see that some of you have proceeded to return the device due to this inconvenience, but hopefully you'll be getting a response soon from the Support team for the rest of users that are still having trouble with this.

Your information has been sent to the Customer Support team for further assistance @Jenny83,  @Tanya_Montiel, @CCannata and @Nlarally. You should be getting a reply soon, keep an eye on your inbox. 

I hope this helps. 

[Josh85lil]

Sorry to be so negative, but I’ve been told a few times I will hear back soon. And it will be a week tomorrow! Sorry not sorry but with Fitbit being such a reputable company you would think the only good solution would be to replace the device no questions asked! My payment didn’t have any issues with it, therefore my purchase shouldn’t either!

Sent from my iPhone

[KC1817]

I agree with Josh85lil. You're customer support isn't doing anything productive to resolve the issue. Just give me the info on issuing a replacement or a refund. Stop with the run around of "we're working on a solution". It's pretty simple. Your move customer support group.

[shannalynnjenks]

Agreed. A bunch of bull for nothing and I was told to return to original
purchaser, not even to Fitbit to be replaced.

[CCannata]

I returned both my fitbits and ordered a mi 3 band! Much better accuracy as
I tested both. The charge 3 recorded steps while I was driving and showed
I burned more than 500 calories and all I did is wake up and drive my son
to school and back!

--
Corey Cannata
Sent from Gmail Mobile

[SantiR]

Hello @Josh85lil @KC1817 @shannalynnjenks @CCannata, I hope you're all doing well! Thanks for your continuous participation on this thread regarding the white line across your Charge 3 screen.

I've been informed that all of you already have open cases with customer support. I just wanted to ask for an update on this. Did customer support provided you with a resolution to get you back on track? Please make sure to always reply to their emails with all the information they ask. The faster they gather the needed information, the faster a solution will be provided.

Keep me posted! 

[Nan-001]

Yes I was advised to return my charge 3 to my supplier and I have received a replacement which I’ve had for 7 days now with no problems, no white lines.

Sent from my iPhone

[CCannata]

I sent both back. I purchased a Mi band 3. 100% more accurate and only
35bucks on amazon. Check it out.

Corey Cannata

[Crimsomlady9]

I have the same issue 

[Nan-001]

You need to send it back and ask for a replacement. I did and the new one is fine
2 weeks now and no white line

Sent from my iPhone