Charge 3 white lines on the screen

[SarahM29]

The screen of my Fitbit Charge 3 is often unresponsive and has several vertical white lines on it. I already tried to reboot it twice, but it didn't help.

What can I do?

Moderator edit: updated subject for clarity

[MakMak]

Hi, @SarahM29! Unfortunately, at this point your best bet is to just contact Fitbit Support. Make sure you let them know the troubleshooting you have already done to make the process go faster. Good luck!

[MarreFitbit]

Hi there @SarahM29, welcome to the Community Forums. Thanks for the details provided and for taking the to restart your Charge 3 prior to contacting us. 

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 soon! 

I'll be around if there's anything else I may do to help you.

[artomic3]

I’ve had my charge 3 for a year and one month now. This same problem happened to me yesterday and a very unresponsive screen when swiping. I’ve been through all the troubleshooting steps and the problem continues. I just had an online chat with Fitbit and they said it sounds like a hardware issue but since I am beyond my warranty they won’t replace it and could only offer me 25% off select replacements. It’s a shame that we spend this kind of money for there product and it only lasts one year. I for one will not be buying another one. Maybe you will have better luck.

[MarreFitbit]

Hi there @artomic3, welcome on board. I am sorry to hear that you are going through this situation. I appreciate your feedback for the Fitbit trackers.

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.

As you've mentioned, you've already spoken to our Customer Support Team  who gave the 25% discount option as per our Warranty Policy. This is the best option to help you get back on track with the Fitbit family I'm sure our team will be more than glad to help you further with this. 

While customer satisfaction remains our number one goal, the demands of running a global business require that we enforce our warranty consistently.   

Let me know if you have any questions present.