The LCD screen on my Charge 3 is dim & filled with black lines

[LisaFaith]

After just 6 months of ownership, all of a sudden today, my Charge 3 was covered in black lines, as though the pixels are defective.  I'd noticed it seemed dimmer over the past week but nothing else.  I did hard and soft resets to no avail. This is awful!  I have a Note 9 but I don't think it has anything to do with that.  It appears to be a defective screen.

Moderator edit: subject updated for clarity

[Schmoo2505]

Mine is the same. Bought in November last year and I have the same issue.

[LisaFaith]

When did the problem start?

[Schmoo2505]

Around a month ago.... there are lots of other threads on this forum with the same issue.

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[JessBennett]

Also received my Charge 3 in November. My screen has similar lines but horizontal near the top. Does Fitbit have a plan to fix this?

[LisaFaith]

I certainly hope so!  It's clear they have manufactured a defective product as many people are complaining about the product having vertical. black lines.

Actually, I feel like I possibly read somewhere about horizontal lines, white or otherwise, and there was some kind of a solution, maybe a firmware update? You may want to search in this forum and see if you can find it.  

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@JessBennett wrote:

Also received my Charge 3 in November. My screen has similar lines but horizontal near the top. Does Fitbit have a plan to fix this?

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[LisaFaith]

In just a few days the situation has completely degraded and the Fitbit is now useless!!

FitBit has contacted me to replace it 🤞🤞.

[DavideFitbit]

Hello @LisaFaith, @JessBennett and @Schmoo2505, welcome to the Community forums. I'm sorry to see that you've been having trouble with the display of the Charge 3 not working properly. 

Thank you for all the pictures and confirming that you already tried the standard restart procedure described here. Before considering other options, please make sure that you've also followed the steps listed here below to complete the long restart procedure: 

1. Connect the device to the charging cable. 
2. While the device is plugged into the charging cable, press and hold the button down for 15 seconds. 
3. The device turns on and shows a battery icon. Two vibrations occur: first a short vibration, then a medium vibration. 
4. The device turns off.
5. The device turns on and shows a progress bar and short vibrations occur. The progress bar completes. Note: A total of 7 short vibrations occur. 
6. Remove the device from the charging cable. The device shuts down.
7. Important: Plug the device into the charging cable again. 

@JessBennett and @Schmoo2505, make sure that you've tried the standard restart procedure and if you continue to experience the same behavior, try to complete the long restart as well. 

I was also informed that all of you already have a case created with the customer support team or that you already got in touch with them for further assistance. I hope everything goes well. 

Please keep me posted on the outcome. 

[LisaFaith]

Good news! Fitbit replaced my charge 3. 🤞 that this replacement is not from the defective batch or whatever the problem was with my old one. Thanks FitBit!

[pollyjaney]

HI Lisa, i think i have the same problem - my screen had lines across and had got dim, but i've just noticed i can't read it at all - how did you speak to someone from fitbit please?

[Jakeg_bristol]

Fitbit support sent me a replacement: contact them through Twitter 

[pollyjaney]

thanks Jake but i don't do twitter 😞

[LisaFaith]

Hi Polly,

Try setting up a case by clicking on one of these links on this page: 

https://help.fitbit.com/?l=en_US&cu=1&fs=ContactUs

if that doesn't work, you could start a new post with your concerns. Give them a couple of days to get in touch with you though first. I hope it works out for you!

[DavideFitbit]

Thank you for sharing your experience and all these updates @LisaFaith  and @Jakeg_bristol. 

I'm sorry to see you've been having the same problem @pollyjaney , I've sent your information to the customer support team for further assistance with this, but was informed that you already have a case created or that you already got in touch with them. 

Keep me posted on the outcome. 

[pollyjaney]

Hi Thanks,

I've been in contact with customer support who were really helpful, and happily i am eligible for a replacement 🙂

[DavideFitbit]

Excellent, that's good news @pollyjaney,  thank you for the update. 

[Hskocean]

I bought my charge 3 in November as well and had the same issue start a few days ago. It started with only two lines (missing pixels?) And I now have several more. Restarting the device has not helped. 

[DavideFitbit]

Welcome to the Community forums @Hskocean, I'm sorry to see that you've been having trouble with the display as well. 

Thank you for confirming that you already tried the restart procedure. Before considering other options, could you please confirm if you've also tried the long restart procedure described here previously? 

Please keep me posted. 

[Hskocean]

Hello, I appreciate your reply. I just completed the long restart. I still see several horizontal black lines on my device.
Hillary

[DavideFitbit]

Thank you for your response @Hskocean, I've gone ahead and sent your information to the customer support team for further assistance, so you should be getting a reply soon. Keep an eye on your inbox. 

Keep me posted on the outcome.