Screen is pixelated or black on Charge 3

[DawnLH]

I have had my charge 3 for a couple of years and I have been able to restart it most times the screen froze or changed clock face and it would come back to normal. Now the screen is Pixelmator or has gray vertical lines on screen. What else can I do or am I just sol and have to buy some other product?

Moderator edit: subject for clarity

[CindyLouWho22]

I'm about to vote for "buy some other product" except my scale and fitness apps are all connected to my Fitbit. Strange how so many of us suddenly have issues with our Charge 3's screen. 🤔

[DawnLH]

That's what I'm thinking! Same thing with me, all my trackers are linked with my fitbit. Maybe I need to go to somewhere else 🤔

Moderator edit: word choice

[WilsonFitbit]

Hello @DawnLH. Welcome to the community forums. @CindyLouWho22 Nice to see you around. 

I'm very sorry for the inconvenience and thank you for providing your feedback and for the troubleshooting steps you've tried prior to posting. At this time, I recommend visiting the following thread for tips and recommendations on how to help with screen inconveniences. Since you have followed some of the steps mentioned there, the next step is to contact our Support Team for further assistance. 

Note that you can contact them through the link provided in that thread, that way our Support Team can look into your cases and provide a prompt resolution. Take into consideration that 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. 

See you around. 

[DawnLH]

I will let you know once someone gets back with me.

[CindyLouWho22]

@DawnLH I've decided to use the discount so maybe my next tracker will die about the same time as the scales. I'll use the intervening time to research options for a new ecosystem of products that hopefully will be more reliable.  I don't like being so dependent on something that is rapidly gaining a terrible reputation.

[redmo1]

Hi I'm having the same problems.Rest numerous times and changed clock face as well.Can still read all data on my phone but no clock

[DawnLH]

I was still able to get data on phone but then it quit syncing as well. I'm
giving up on fitbit products and trying something different

[RM321]

I have had my Charge 3 for a year and it started going dark on me today. It's sad that the reliability and quality is so poor as these trackers are not exactly cheap. 

[redmo1]

Hi not having your problem yet.Like you I've been on the internet looking.

[RM321]

I am going to look at another device. This experience of my device breaking to an unusable state is souring any interest I might have had to buy another Fitbit. They don't support it and there is clearly an issue if so many of us are having this issue so soon after a purchase. 

[WilsonFitbit]

Hello everyone. Thanks for your participation on the community forums. 

@CindyLouWho22, @RM321 I was able to see that you have reached out to our Support Team and they have provided information and assistance. If you still have additional questions or inquiries, I recommend updating your cases or contact them one more time and they will be glad to continue working on your cases. 

@redmo1, @DawnLH If you haven't reached out to our Support Team, please note that you can contact them through chat or over the phone and you can click here to get connected. Take into consideration that you can explain the inconvenience and the troubleshooting steps you've performed, this way they can assist you from there. 

On a side note, I understand how you're feeling and I appreciate the feedback you've provided. Please note that our team is always working to enhance your experience and your comments and feedback help to continue working on improvements to our services and products. 

See you around. 

[RM321]

I disagree that they were able to help. The essence of the issue is that the product is not reliable or of high quality and Fitbit washes their hands off of it after the warranty expires. Providing a discount coupon is only beneficial to the company and does not motivate me to go buy another Fitbit now that I have had a taste of how little this customer relationship matters to them. 

Thanks 

[WilsonFitbit]

@RM321 Thank you for your comments. 

Currently, our limited warranty provides repair or replacement of products that have a defect while still in the warranty period, and a discount is provided if your original Fitbit device is no longer under warranty. Thanks for your continued patience. 

See you around.

[CindyLouWho22]

@RM321 @You have hit the nail on the head.  If this problem was a one off, then the assistance offered by Fitbit would be fine, IMO. However, given the ubiquitous nature of this issue, it is clear there is a product defect. I have never complained about replacing my tracker when the battery finally gives out after a few years and I’ve had a Fitbit product on my arm for 6 years. However, having my tracker die a slow death over a week’s period of time a few month’s out of warranty does make me angry. 

[WilsonFitbit]

@CindyLouWho22 Thanks for your reply. 

I understand how you are feeling and appreciate the feedback provided. As mentioned above, this feedback helps to continue working on improvements and your comments are very important to us. 

See you around.