Charge 3 screen is black

[shanpat]

First, my device stopped lighting up when I turned my wrist to check the time.  Then it slowly started to fade and now it is completely black.  Still responds to touch so luckily I know how many swipes and taps it takes to turn on recording some of my activities but kind of useless as a watch if I can't see it at all.  Tried restarting it and everything else.   Any help would be great. 

[MarreFitbit]

Hello there @shanpat, welcome to the Community Forums. Thanks for the details provided in your post about your Charge 3's screen behavior. I appreciate you've taken the time to restart your tracker prior to posting here. 

Since the restart didn't work and your Charge 3 seems to be syncing, I'd recommend trying to change the clock face to a different one to see if this brings back the display. Don't worry if you cannot see anything on the display by now, this process is done through the Fitbit app. 

Give this a go and let me know on the outcome. 

[amason2426]

Hi,

I see this is happening with the screens going blank for many users changing the clock face and restarting doesn't work. Is there a more widespread defect or issue with the Charge 3?

I bought this less than a year ago and this is disappointing.

Thanks

[shanpat]

Tried it and still nothing. 

[MarreFitbit · Accepted solution]

Hi there @shanpat, I appreciate you've taken the time to follow the tips and recommendations I provided. 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.

Hi there @amason2426, welcome on board. I totally understand where your concern is coming from. I've also created a case for you and someone will respond as soon as possible. Due to recent events affecting our operations, we may need more than 7 business days to respond.

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.

Additionally, our products 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.