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. 

[redroz1e]

Good on you not buying another one! If only other people did the same perhaps Fitbit would look at rectifying the problem. 

[MariaO]

My Fitbit screen is also cracked top to bottom.  I just called customer support and they would only give me a 25% discount on the purchase of a new Fitbit.  It was purchased 18 months ago.  I see that other people had theirs replaced even after the warranty.  Why not me???  It seem to be a common problem with the Fitbit screens cracking.  I’m not happy with customer service.  

[MariaO]

@DavideFitbit  My screen also cracked top to bottom.  I called customer support and they would only give 25% off the purchase of a new Fitbit.  My Fitbit is 18 months old.  I see that other people have have theirs replaced even after the warranty period.  This seems to be unfair considering that cracked screens are common and it seems to be a design flaw.  Not happy with customer support.   

[redroz1e]

Sorry to hear about your Fitbit but it seems that they only last about 18 months before cracking by which time they are out of warranty. They only ever offer 25% discount on a new one which keeps people replacing them. You’re right it’s obviously a design fault but Fitbit are not interested at all sorry 😐  

[fired_earth]

Sorry to hear about yet another one.  My advice is to not reward Fitbit by buying another device, as the cover hasn't been upgraded and is still not replaceable.  You will only have the same problem in another 18 months.  I really like the look of my fitbit, it does what I want. But it is not fit for purpose (you are right when you say there is a design flaw) and when I can no longer use it, I will not replace it with another one. 

[AM777]

I was one of the lucky ones who did get a replacement after complaining on this forum.  So far it is still OK but I did buy some screen protectors to try and maintain the life of it.  Not sure if they will do any good in the long run but I'm willing to give it a go.  It's a shame that Fitbit can't sort this out as I really like the product and the fact that they offer a variety of products.  If it breaks again I won't buy another one though unless they are priced at around £20.

I'm also finding that the app does not work as well as it used to and there have been various glitches and it takes several attempts to get rid of the annoying messages that appear - I'm guessing this is because Fitbit want people to sign up to the Premium service which I'm not prepared to do until their product lasts longer.

[redroz1e]

If everyone took the same approach then perhaps Fitbit would get the message before they lose any more users. 

[MEeeO]

I just noticed that my Fitbit Alta HR screen has a crack running down from top to bottom. Why? I love my Fitbit so I take good care of it.  It was a Mother’s Day present from my husband and kids last year so it’s just barely out of warranty.  Like others have mentioned, I haven’t done anything harsh to cause it but we happen to be in the middle of a heat wave in LA.  I am so crushed.  It was a splurge for our budget to begin with but I had been yearning for a Fitbit heart-rate monitor, so my Alta HR was more than a dream come true. I just never imagined I would be back to square one in a year. I’m so disappointed and frustrated because I thought I was getting something for the long haul.

There seems to be a trend with this model and faulty screens. Someone please help!

[redroz1e]

I’m sorry to hear that you have joined all the others with cracked Fitbit screens but I’m afraid there is no help available. It’s just out of warranty and therefore you can take your 20% discount on another one or buy a different make which will hopefully last longer. 

[Jessimono]

This happened to me too, but I talked to the customer service people and they said since it’s damaged, and they said it’s no longer under warranty due to it. It’s really annoying and it’s just gotten worse to the point where I can’t even read it. It’s really disappointing that they won’t replace due to it being a problem on their side. Glad you got yours replacement, I may be swapping over to a different company because I haven’t been impressed, I used to rave about their customer service but now I’ve just been dissapointed.

[Familygal]

I found a new one of the same type for a lesser price. They didn't replace it, just offered a discount.Sent from my Verizon, Samsung Galaxy smartphone

[fired_earth]

Hi Jessimono

Sorry to hear about another cracked HR screen.

I did not get a replacement watch, I am just putting up with the crack
until such time as the watch becomes totally unreadable or ceases to work.
When that happens, I will NOT be buying another watch with this type of
screen. I chose this watch because it is not chunky, but I am extremely
disappointed that it broke during normal wear. I do not believe it is a
good idea to reward Fitbit with another purchase of a poorly designed watch.

[Costume]

AM777- how interesting about the 18 months. I bought mine in the last week of December 2018 and the screen has just cracked- just a few days after that magic 18 -months too!

i wonder is it programmed to self-destruct at the 18-month mark?

I haven’t hit mine or done anything to crack it It was fine when I looked at it before going to sleep one night and in the morning it was cracked. 

It seems this might be a widespread design fault with Fitbits.

So what now? An expensive buy if it lasts such a short time.

Very disappointing.

Is this why Health Fund Benefits will not pay out on them - as of December 2018- because they are not fit for purpose and there have been far too many complaints?

[jumping4thewin]

the exact same thing happened to me I was on a bike ride and fell and my screen is scratched all over and has a crack in the top left corner

[VERYVERYDISAPPO]

Me too! My screen cracked for no obvious reason. There are many people having this same problem.  I had mine 6 months and Fitbit won't replace it under the one year warranty. This is not right!!!

[Twomaps]

German would not work with my Go 365. 

[Twomaps]

I ran one thrust he washer and dryer. It was an ultra but not the hr. Amazingly, I charged it up and it still works, so I’m doubting the heat from sunbathing would do it. 

[Familygal]

Like you said, not an HR. Read all responses.Sent from my Verizon, Samsung Galaxy smartphone

[redroz1e]

Very naughty! It should be replaced if it’s under guarantee. What sort of company is this if it doesn’t keep to this?

[Twomaps]

I checked today to see if I can get mine replaced and she said in the US the guarantee is just for a year, but they are sending me a coupon. I can’t get another Alta HR but probably can on EBay.