Fitbit Charge 3 Screen is Black

[MamaBear84]

I have tried to reset my Charge 3 as described in a post as well as change the face screen in the app but neither has resolved the issue. The device is still tracking but I cannot see the screen.

Moderator edit: subject for clarity

[WilsonFitbit]

Hello @MamaBear84. Welcome to the community forums! 

Thank you for the detailed information and for the troubleshooting steps you've tried. Looks like you've followed the steps suggested in this thread, so my best recommendation is that you please reach out to our Support Team for further assistance. Note that you can contact them through chat or over the phone and you can get connected through the link provided in the thread above or click here to get connected. 

Make sure to explain the inconvenience and mention the troubleshooting steps you've followed, this way they can assist you from there. 

See you around. 

[Walker_73]

Yep, the Fitbit Community apparently is only open if you agree with their official responses. The TLDR is: There is a recognized design defect with the Charge 3 & 4 screen (same component in both). Failure mode is a gradual dimming to black around 13 months out. Support will offer you a promo code if you make enough noise, which will end up being about $5 off the current price of a new Charge 4. You can get a new screen from Aliexpress for about $11. Fix is moderately technical. Search Youtube for "Fitbit Charge 3 Screen Repair Replacement". My screen is back to bright and readable. When it goes again in a year I'll probably buy Apple. No more Fitbit for me.

[Nick_Wiewiora]

Yeah, I was lucky enough to get "35% off a new device." Throwing a coupon at me when my device malfunctioned because its "water resistance" couldn't handle at most some sweat or a splash from the sink, feels like an insult. At least I'm guessing that's the issue. I found that after the screen went black.
Basically, my device has no cracks and has never physically been in the water (shower, swimming, etc.), yet has a black screen, won't restart, and somehow has condensation in it, which many others have experienced. It's 17mos old. I didn't purchase this to have it last less than a year and a half. I can't afford to shell out $130+ on a fitness tracker/watch every <18mos.

[Walker_73]

I agree, Nick. Not about to pay $130+ every year for a Fitbit with built-in inconveniences. If you watch the Youtube video you'll see that the display screen is attached with this T-8000 adhesive. I never used it before this repair but it is sort of a cross between silicone adhesive and the gummy snot used to stick credit cards onto mailings. After doing the repair my guess would be they didn't apply a continuous bead of it during manufacture and humidity / water vapor from your arm sneaked in. I'll bet if you got a tube of that (~$5 Amazon) and followed that part of the disassembly (hair dryer, pry, and reinstall) you could have a funcional tracker again. You would probably want to keep it open for a day or so to dry out the internals. And of course it will only rejuvenate if the circuits haven't fried from the moisture.

I have to say here that the Fitbit Charge feature set fits my needs almost perfectly. I love the battery life, functions and size of the unit. That's why it makes me so mad that they failed execution and further won't make sufferers like us whole.

Moderator edit: word choice/format

[Nick_Wiewiora]

Moderators, please, don't delete this. I'm posting this because I enjoy the device and Fitbit, but am disappointed about the product and the proposed "solutions" to the problem.


I, too, enjoy the tracker. It looks decent on me and has done everything I've asked of it... until two days ago. I use the alarms to wake up and to let me know my work breaks will end in a couple of minutes. I use the timer for making tea or simply reminding myself I have a load of laundry on.
The battery life on it was great, as I'd only charge it once per week. The birdy was cute, too (RIP my Fitbit bird)

I'm thinking that's exactly what happened. For moisture to get into a "water-resistant up to 50m" device (or any IP water-resistance rated device), there must be a broken seal. Since this device has no cracks or visible damage on it and hasn't been dropped (nor has it ever been in the shower or submerged, so no swimming), it has to have been not sealed properly from the get-go. The only ways moisture could get into it were if I was washing my hands or dishes – which I promptly wipe off or remove from my wrist to dry better – or sweat. Those are WAY under 50m depth water/liquid pressures to feasibly get into the device unless it wasn't resistant as advertised. To rephrase, there's no way this device, if it was functioning as advertised, as having water resistance of up to 50m, would have failed. A little bit of sweat forming on my wrist as I stack orders on pallets at work shouldn't ruin a fitness tracker. Fitness includes activities where you'd sweat much more profusely than I do at work.

To blame water damage on the user is wrong and hurtful, as I've done absolutely nothing that could possibly damage it. Wearing it on my wrist and at most getting a water splash or raindrops or sweat on it, (wiped off shortly after) should not break this device.

And to offer up a 35% coupon toward a new one.
May I, respectfully*, tell you how that makes me/us feel?
Like I/we don't matter as (a) customer(s) and like the stress I'm/we're experiencing from having a watch I/we love suddenly stop working, doesn't matter to this company. It makes us feel like WE are in the wrong. We didn't break these products! Why is the only option to purchase a new one? Why would we want to, after having it not meet our expectations in the first place and seeing nothing is actually done about solving the issue(s) that have been known since at least 2018?

I don't mean solving the issue as in changing the watch face or restart/long restarting it. I'm talking about looking at the defect and modifying the design or manufacturing process so that it doesn't continue to occur and replacing faulty devices.

Moderator edit: format

[Nick_Wiewiora]

Here's the deleted comment. I personally don't see what's "inflammatory and unproductive" about it. It's offering a real solution to those, who like me, haven't gotten one from the company itself. It's also conveying how infuriating these issues were to him (how much stress it's caused). Was it the part where he said "They should be ashamed" that was inflammatory? I'm a bit perplexed.

If you're reading comments about people leaving your product because a known defect bricks their device right out of warranty (or in warranty, multiple times) and the root cause of the issue isn't fixed and those who are slightly out of warranty are just offered a slight discount on purchasing a whole new product and are thinking "wow, we did great," that's pretty bad.

Not talking about moderators or those who volunteer. I'm talking about the ones who are letting these faulty products be sold and not fixing the issue and aren't giving the call to RMA all of them. The mods I've seen have been professional, so kudos for that.

Also, another forum post kinda said similar things...

I am on my 3rd Charge 3 after the first two stopped working after a couple of months. They have been replaced without issue by Fitbit - top marks!

The second unit that failed (and maybe the first too) has obvious condensation behind the sensor area. The sensor unit also appears to move - i.e. it is not solidly fixed.

I have investigated this further (30 years designing electronic systems - including fitness trackers), and if any moderator or employee would like to contact to discuss, please do.

This happened to my Charge 3 within a few months of swimming use (about 16 month ago now). They replaced without question. They didn't want the old one back so I took it apart. There was a glaring manufacturing/assembly error that I was in conversation with their technical team about. I sent them detailed photos and a description of what they did wrong. It would appear that my "help" was ignored or that they had built so much spare stock that they couldn't correct the error.

The condensation problem is in addition to the failed screen issues that many other people have.

Best of luck with your new trackers.

[WilsonFitbit]

Hello @Nick_Wiewiora, @Walker_73. It's nice to see you around. 

Thank you very much for taking the time to provide your feedback and for the detailed information. At this time, I'm very sorry for the experience and for any inconvenience caused and I'd like to let you know that your feedback is very important to us since it helps to continue working on improvements to our services and products. 

On a side note, please note that if you have already contacted our Support Team, my best recommendation is that you please reach out to them if you still have questions about the outcome of your cases or if you still require further assistance. This way they can review your cases and get back to you with more information. 

In addition, @Nick_Wiewiora Regarding your question about what's considered inflammatory or not productive, I recommend reviewing our Community Guidelines. Also, please note that we don't allow content that is not productive and that won't help other ones to resolve their inquiries. Thank you for your cooperation in keeping this a welcoming and constructive place for all members. 

See you around. 

[Nick_Wiewiora]

Well, his comment was the only* one that would likely actually fix the issue, (given all of the other "fixes" didn't work), unless you mean forking over more money on a defective product at a slight discount. To me and many other users, as we've stated, that's not a respectable solution. 

[WilsonFitbit]

@Nick_Wiewiora Thanks for your reply. 

I understand how you are feeling and I appreciate the feedback provided. This feedback definitely helps to improve our services and thank you so much for taking the time to share this, here in the community forums. 

See you around. 

[Nick_Wiewiora]

Photos for proof.

Where is this device damaged? I pressed in on the sensors and moisture bubbled out of it around the black part. Shouldn't that be sealed?

  

 

 

[Walker_73]

Nick, so it sounds like your leakage is around the sensor/charge module rather than the display. There's a great teardown on iFixit. that shows that module fitment. The author of that article indicates that module is molded into the case so it may not be sealed with the same adhesive.

I saw your notes on how careful you are around water. I'm just the opposite - wearing it in the shower, swimming, rain and all. I've never seen evidence of water infiltration or condensation. Seems like spotty manufacturing SOPs allowing variable quality in assembled product - as opposed to the black screens which is a design criteria defect.

Moderator edit: format

[Nick_Wiewiora]

Yeah, I've already got that one bookmarked, actually. That's my go-to site. 

So basically there's defective screens on some that causes the screens to fade out over time, and on others, improper seals causing it to get water damaged when it's advertised as water resistant. 

I originally looked into the black screen issue because my screen went black and the device only vibrated, de-synced, unpaired, and wouldn't restart or long restart, which I've found many others have encountered.

I then found out it mysteriously had water damage, too, which others have also dealt with. 

Both aren't new issues or are unheard of and uncommon, and aren't the fault of the end-user. 

[WilsonFitbit]

@Nick_Wiewiora Thank you for your reply with the pictures and for the detailed information. @Walker_73 Thanks for your input. 

@Nick_Wiewiora  At this time, I'd like to let you know that your feedback is very appreciated but if you still experience any inconvenience with your Fitbit devices, I recommend reaching out to our Support Team for further assistance or you can contact them back if you still have questions about the outcome of your cases. 

On a side note, take into consideration that we don't recommend trying to fix your devices by yourself and we don't allow any posts which appear to be advertising a site, product, or service. Please keep this in mind when you visit the Fitbit Community, and thank you for helping us to keep these forums free of this type of content.

Also, please note that this thread is now closed. If you have a different inquiry, please post it in a new thread.

See you around.