Charge 3 screen went black

[LisaDelgado]

Hello,

I've got a Fitbit Charge 3 and a few days ago, my screen went completely black. The device is fully charged and I've tried all the suggestions to restart the device/change the clock, etc.

No luck at all.

Could anyone help me with this issue? Thank you!

[RobII]

I've been struggling w/ the same [similar] issues for a while. Going to 'config' & then trying to change the screen from 'dim' to 'normal' really doesn't work if the screen cannot be seen. 'Factory reset' does absolutely nothing.

This is a software change on their part that has exhausted my patience. I'm done w/ Fitbit. Too much of my time has to be invested to make this 'simple' device even usable. 

[RobII]

Well, it's one of those uncomfortable points in life where you have to admit "I'm apparently not as bright as I thought..." I've complained about the blank screen & inability to resurrect it on the Charge 3, & believe I've found one reason for it (which was probably the most common, I'm thinking). I have two mutts going about 70# - 80# apiece, & for whom tag team matches on the floor w/ Dad are the absolute pinnacle of the day. Well, being somewhat responsible I purchased a bunch of the slide-on screen protectors 'just in case' [NOTE: Yes, they work very well!]. I had adopted the approach of sliding them on from the bottom of the unit (the strap end) up, effectively sliding the screen down, & what else happens when you slide from the top down? Yep... Doesn't affect resetting the screen [Developers, have you given any thought to putting the bulk of the config on the mobile device where it really belongs?] but it sure explains why it was going dark all the time...

Mea culpa, mea culpa, mea maxima culpa...

[WilsonFitbit]

Hello everyone. @RobII Nice to see you around. 

@RobII Thank you very much for the detailed information and for taking the time to provide your feedback. Please note that any feedback posted in the forums is always welcome as it helps to improve our products, services and overall environment.

While there isn't an option to adjust the brightness and additional settings in the Fitbit app, your suggestion is very appreciated. In addition, I'd like to let you know that if you are currently experiencing any inconvenience, my best recommendation is that you please contact our Support Team for further assistance. Note that you can get in touch with them through chat or over the phone, but phone wait times have been longer than normal. Click here to get connected. 

[Servant1]

Hi Lisa, My Charge 3 just did the same thing. Called Fitbit - very polite young man. Out of warranty so giving 35% discount for replacement within 30 days. But no Charge 3 or 4 is available on fitbit.com. No explanation why. I am frustrated because I'm lost without it. Had Charge 2 then Charge 3 because it is waterproof. Hope a is resolved for both of us soon.

[WilsonFitbit]

Hello @Servant1. Welcome to the community forums. 

I'm sorry for the experience and thank you for taking the time to provide your feedback and for your help in trying to resolve this matter. I was able to confirm that you reached out to our Support Team and they were able to provide information and assistance. If you still have additional questions or comments, I recommend replying back to them and they will be more than glad to continue assisting you. 

On a side note, I'd like to let you know that replacement devices are provided for products that are within the warranty period. If your original Charge 3 is no longer under warranty a discount could be an available option but some conditions and requirements should be met. For more information about our warranty policy, I recommend visiting the following link: https://www.fitbit.com/global/us/legal/returns-and-warranty. 

Lastly, regarding your concern about why Fitbit Charge 3 and Charge 4 are no longer available on fitbit.com, please note that in order to streamline our offerings as we introduce new products and services, we sometimes discontinue other products and services. As a result, we no longer sell those devices. 

[Servant1]

Thank you for responding. I wish that had been mentioned at first contact
about Charge 3 or 4 not being sold any longer.
Question: if I purchase a new Charge 3 or 4 from another retailer, will
there be support for a warranty from Fitbit?
Marylyn

[WilsonFitbit]

@Servant1 Thank you for your reply. 

I appreciate your interest in the Fitbit Charge 3 or Charge 4. Regarding your question, I'd like to let you know that while these are not sold at fitbit.com, they might be eligible for warranty replacement. 

For a list of authorized retailers, please check: https://www.fitbit.com/global/us/partners/retailers.