Dead pixels Charge 3

[SachaD]

Hello,

I'm having an issue with my fitbit charge 3: I've got a few dead pixels lines across the screen (second time this issue happens in the year since I had my Charge 3). I already opened a ticket on December 7th 2020 and since it's still under warranty I was eligible to have a remplacement.

I've waited until January 12th 2021 but I had no updates at all so I decided to contact the person in charge of my ticket and their answer was "We've sent an email to the department in charge of orders to get an update on your replacement status. Once they reply to us, we will forward the message."

I've been waiting since then and ask for an update every 2/3 weeks and I always have the same copy/paste answer: "We are still waiting for an update about your order since the department in charge has not replied to us." That person doesn't seem like she wants to help and I can't open a new ticket since she hasn't closed the one still pending. I've been waiting 3 months with no updates at all. 

Can I please have someone who can actually help me please?

Thanks,

Sacha.

[AlvaroFitbit]

@SachaD Welcome to the Community. 

Sorry to hear about this. You will need to reach out to our Support team as they are the ones that can review your ticket information and status. Please do insists in getting an update or seeing alternatives so you can get your replacement or resolution.

I'll be around.

[SachaD]

Hello Alvaro,

Thanks for replying. I do ask for updates about my shipping. I was eligible to receive another one, I ordered it on December 7th and since then I have no news. In the e-mail I received it says: "Your order should arrive within 5 to 7 business days* from the date of shipment. Note that business days excludes weekends." It has been 4 months and a half. 

After the first month I decided to send the person in charge of my case an e-mail to know more and the reply was "We are still waiting for an update about your order since the department in charge has not replied to us." and that reply hasn't changed 3 months later. 

When I go click on the link you sent me by e-mail to to see me my order status I get directed to a Fitbit website saying: "Sorry, that page is following a different trail."

I would like to know follow your advise and keep asking for updates but when I do the person in charge only does copy/paste answers and doesn't seem to care to be honest. It's been going on for 4 months now for an issue (the dead pixel lines) that happened twice in the same year I got my Charge3...

[SachaD]

I send you a drive link with some screenshots of the support person replying to me. I tried to upload the screenshots here but "I don't have permission to uploaded files"

https://drive.google.com/drive/folders/1Yqm6Bncg-33VYWc8gZq5kEVSc2P5L-HM?usp=sharing

[AlvaroFitbit]

@SachaD thank you for your reply.

I was checking with Support and could see that they have followed up with this matter and replied to your email. Please keep contact with them as they are the ones who can review your information and provide an update.

I'll be around.

[SachaD]

Hi,

Yes I talked to them. The issue as finally been resolved. Thanks for your help and time. 

[temporaldoom]

Check your device when you receive it, the last 2 replacements I got had someone's dirt still on one of the strap connectors

[SachaD]

Thanks for the tip! I'll check them out. 

[AlvaroFitbit]

@SachaD happy to hear that your issue was resolved. Hopefully you are already back on track and getting all those steps.

@temporaldoom thank you for your help in this thread.

Happy stepping and stay safe!

[SachaD]

Hello,

I received the replacement around 2/3 weeks ago and it worked fine until yesterday where a dead pixel line appeared on it again... This is the 3rd time this issue happens... The first time it happened after 6 months of use, the second after 5 months of use and this one after only 2/3 weeks. It didn't fall or I didn't bump it against anything, I always have it on me except for when it needs to be recharged.

The 27th of April at night it worked fine and the 28th morning it has the dead pixel line. This device is made to sleep with it since one of the features is to track your sleep. I don't understand how can the screen starts breaking during sleep. 

After browsing the forums I noticed that it's been happening since the Charge 2 (which was released in 2016) and it's still happening with the Charge 4. The fact that this issue has been happening for years and Fitbit release "new models" but still with the same issues is just very bad. It may be a very good health tracker but if the screen starts to die after 6 months of use (or 2/3 weeks lol) it just becomes a 150€ bracelet. These issues are happening way too often for a product that expensive. Having to contact Fitbit Support every few months because of a defective product is a waste of time for the consumer as well as for the company.

I know it's a small line (as you can see from the screenshot) but that's how it started the first time and I ended up having around 15 lines across the whole screen after a couple of weeks. I understand that issues happen but 3 times the same exact issue in less than a year and a half for a 150€ product is just shameful.