Alta HR Cracked Screen

[AM777]

Is it possible to get a replacement screen for the Alta HR or get it repaired?  Mine has a crack running from top to bottom although I have not knocked it against anything or dropped it.  I'm really disappointed as it is less than 2 years old. 

[AM777]

Having done a very quick search I can now see that many other people have reported cracked screens on various models of Fitbits and there is no way to repair or replace just the screen and no replacements as the warranty does not cover the screen. 

Bit of a design fault there Fitbit - the screen should be able to stand up to it being tapped several times a day and should certainly last longer than 18 months, even allowing for every day use.

I love my Fitbit but I am not prepared to spend £100+ on something which is not fit for purpose and will be looking for an alternative such as Garmin.

[rarahblack]

I just had the same problem.  Mine cracked whilst I was sunbathing on holiday.  They agreed to replace the fitbit for me free of charge (I contacted them via online chat)

[AM777]

Thanks - I will give it a go although I am not confident as the majority of customers with the same problem have not had any luck unless the Fitbit is less than 12 months old and therefore still under warranty.  How old was your Fitbit when it broke?   

Seems that heat is an possible issue but as I am in the UK we just don't get the extreme temperatures that some people have mentioned so I don't think that is the cause.

[Ihee52]

We returned from spending a week in the Caribbean last night.  I noticed after getting home, in the cold, that my screen is cracked from top to bottom, as others report. It was a gift Christmas 2017, so just outside a year.  (grrrr...)

I gather I'm out of luck for a replaced screen.  I'm wondering if anyone has tried affixing a screen cover to the watch to protect from further damage.  I want to use this as long as possible. 

Thoughts?

[NellyG]

Hi @Ihee52  Oh that is bad luck. I would definitely try a screen saver if I was in your shoes. I think it shoukd keep your tracker going.

[AM777]

Yes, I guess a screen protector might be worth a try to keep it intact.  The only problem may be that the screen is not as responsive when you tap it. 

I've got the receipt for mine and bought it from John Lewis in the UK (who offer a 2 year guarantee) so I am going to take it back and see if they will give me a refund (preferably).  If not then I will get a replacement and try a screen protector.

[NellyG]

@AM777  I use screen protectors on all of my fitbits and it doesnt affect the responsiveness of the screen. I hope John Lewis can help you!

[DavideFitbit]

Thank you for sharing all this information @AM777 , I've gone ahead and sent your information to the Customer Support team for further assistance with this, so you should be getting a reply soon. 

Welcome to the Community forums @rarahblack, and thank you for for sharing your experience in the forums.  

I've been informed that you already have a case created with Customer Support @Ihee52 , please keep an eye on your inbox. I hope everything goes well. 

Keep me posted. 

[AM777]

UPDATE: I was contacted by a Fitbit after my post was picked up by Davide, one of the moderators.  After providing proof of purchase and some photographs of the cracked screen, Fitbit offered to either replace the Alta HR or give me 50% off any other model.  I opted for the replacement as I like the neatness of the Alta HR.  So, a BIG thank you to Fitbit for responding to a valid customer complaint.  First class customer service and I am very pleased.

[DavideFitbit]

Hello @AM777, thank you for the update. 

That's excellent news, it's good to know the experience with Customer Support was positive. 

[Ihee52]

Just curious, was your watch still on the 1 year warranty period?
I'm happy for you.

[AM777]

No it was actually 18 months old when it cracked.

[DebsMacK]

I have just now realised that me Alta HR screen is cracked from top to bottom - not been dropped or bumped. It was fine this morning when I put it on and I've simply been sat at my desk working. It is 18mths old and I've already had to have the band replaced last October as it stopped clicking into face connection. I'm really disappointed that this has happened; considering the price of these they should last longer than 18mths without experiencing multiple issues.

[Ihee52]

My screen cracked lengthwise when I got off an airplane into cold/snow.
I'd had it 13 months.
I agree with you!

[Ttana043]

What is the best way to get in touch with customer service? I’ve had my Alta hr for exactly one year, and my screen cracked this past weekend. On top of that it had only been used for 6 months, as I had lost my charger for a while, and had to buy a replacement.

[AM777]

Ttana043 - I was contacted by one of the moderators when I posted about the broken screen and they asked if I wanted to be referred to Customer Services (which I agreed to).  Customer Services then contacted me and asked me for photographs etc which I sent through and they agreed to send me a new Fitbit.

It is perhaps worth starting a new message detailing your problem and seeing if the moderators pick this up for referral.

Hope you get it sorted - it does seem to be a design fault in that the tapping weakens the screen and I think the manufacturers of the Fitbit should take this into account.  I have now fitted a screen protector and I try to tap it on the metal part at the side rather than the screen to try and prevent it from breaking again.

[DavideFitbit]

Welcome to the forums @DebsMacK, 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. 

Thank you for sharing this information @Ihee52, it seems that you had this problem a few months ago and you were in touch with the Support team at the time. Please let me know if your screen has cracked  again or if you were referring to the experience you had previously. 

Welcome to the forums as well @Ttana043 and for all the details you've provided.  I've gone ahead and sent your information to the Customer Support team for further assistance, so you should be getting a reply soon.

Thank you for sharing your experience with this @AM777. 

Keep me posted.  

[Familygal]

The same just happened to me while on vacation. Looked down and randomly it was cracked with no impact! 

[Familygal]

Had the Alta HR less than 2 yrs as well. How do you contact customer service?