Charge 3 shows black lines across the screen

[DavidEvans]

I've started noticing black lines across the screen where it appears the pixels have failed.  The device is fully charged.  I've made sure the device software has been updated and I've tried restarting the device but the lines of failed pixels are still obvious.  I've changed the clock face style but that has made no difference.

No change in the screen at all. Still black lines across the upper quarter and the top of every clock face seems to be cut off.

Moderator edit: merged reply

[LadyDonnington]

If you're within your warranty period (1 year US, 2 years EU/UK) then contact the support. Nothing actually fixes this it seems. 

Mine started with that then within 2 weeks the screen was totally black and the battery wouldn't last more than 1-2 hours after a full charge.

It's poor battery life I think. 

This forum is awash with people all with the same issues. But the support team are no longer individually reaching out to posters, you have to be proactive and contact them yourself.

Suggest either via the Help chat or email may be quickest if you're not in the US and want to phone them.

[DavidEvans]

Well.  The poor quality control of Fitbit strikes again.  I was sent a replacement by Fitbit that was cosmetically flawed with strike marks on the edge of the device that had removed the coating but hey oh.

As I've been working away from home I had little time to to attempt to reset the new device with the app, suffering repeated failures to update the software.  Finally home for a reasonable period I attempted to set up the new device only for the update to fail again and the device to go completely black screen.  Trying to force a restart did nothing.

I am beyond f***king furious.  Either Fitbit provide a device that works without me having to p*** around updating crap software or they refund my money. 

Well, the replacement device is now showing 2 black lines across the top of the screen again.  Build quality for these devices is pathetically poor given how much they cost.

Moderator edit: merged reply

[AlvaroFitbit]

@DavidEvans I hope you are doing.

Let me help you with your Charge 3 screen showing 2 black lines. Please restart your tracker by doing the following:

1. Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
2. Clip the other end of the charging cable to the port on the back of the tracker. The pins on the charging cable must lock securely with the port.
3. Make sure the button on your tracker is aligned with the button opening on the charging cable. You’ll know the connection is secure when the tracker vibrates and you see a battery icon on your tracker’s display.
4. Press and hold the button on your tracker for 8 seconds. Release the button. When you see a smile icon and the tracker vibrates, the tracker restarted.
5. Disconnect your tracker from the charging cable.

Let me know how it goes.

[DavidEvans]

Done that and no change 

[AlvaroFitbit]

@DavidEvans thank you for the update.

Since the issue persists on your device I have created a ticket so our Support team can further assist you via email.

Keep me posted.

[DavidEvans]

July 2021.  14 months since I had the first replacement device and 9 months since the second replacement device.

Which is now showing black lines across the screen.

I've attempted the pointless restarts for no change.

The build quality on these devices is frankly shocking for something costing close £100.

Is it at all possible that Fitbit can produce a device with a life span worth spending money on or is that beyond them ?

Can Fitbit replace this third broken device with something that works for longer than a year ?

[WilsonFitbit]

Hello everyone. @DavidEvans It's great to see you around. 

I'm sorry for the experience and thank you very much for taking the time to provide your feedback and for the troubleshooting steps you've tried prior to posting. Regarding your question about life span, I'd like to let you know that normal wear and tear from everyday wear is expected with trackers. 

For your question about a replacement device, I was able to see that you reached out to our Support Team and they were able to provide a replacement for you. I hope you can continue tracking towards your fitness goals. 

See you around. 

[Tobo49]

Hi I’ve had the same problem had replacement ones sent out for same to happen again to be told they’re can help it’s absolutely disgusting for the money you have to pay for them 

[WilsonFitbit]

Hello @Tobo49. Welcome to the community forums. 

I understand how you are feeling and I appreciate the feedback provided. At this time, I was able to confirm that you have replied to your case with our Support Team and they should reply back to you soon. If you have additional questions or inquiries, please make sure to let them know and they will be 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, please note that this thread is now closed and if you have any additional questions or inquiries, please post them in a new thread.