Blaze repair broken glass

[ButSeriously]

I had the exact same problem with my cracked blaze screen with a screen protector! I had it for one whole week. I spoke to customer service and got the exact same answer with no solution what so ever than offering me a 25% discount on a new one. Seriously?! I work at a trauma center ED so it isn't like I'm banging tools and equipment around or playing in rocks so I have NO clue how it cracked. Nor did I expect a free replacement. HOWEVER, I did not need an explanation as to what other electronic companies cover in a warranty as if I was a child because other electronic companies offer a REPAIR SOLUTION. I like the product but to nonchalantly offer me the only option of spending $150 on another Blaze AND act like they're doing me a favor is ridiculous!! I won't even go there with how unprofessional the online chat agent was with customer service. So unprofessional that I had to screen shot it because of my disbelief. The sarcasm and level of rudeness was seen loud and clear...great customer service (sarcasm.)

My question is what is another solution to get it repaired?? I'm researching thinking that there has  to be some place that can fix it. I'm so disappointed and disgusted with Fitbit I cannot imagine for one second giving them more money just to tell me, "sorry for the inconveniences...here is your only option...give us $150...you got a 25% discount..." I don't think so. Fitbit should, can, and needs to do better than that. Fitbit makes a product that can be repaired in any other way EXCEPT the glass?? You mean to tell me that only a limited number pieces of glass  are made to produce the tracker? They can't get spare glass replacement from the supplier that makes the glass to produce the original? I find that extremely frustrating. Not to speak of the fact you can order a refurbished one??? Which means that only the refurbished ones have faulty internal parts? The whole broken glass issue with Fitbit is a joke! "Thanks for buying our product and by the way, if your glass breaks somehow we have no other option but offering you a discount to purchase a new one"...because that's an affordable solution. Why would anyone buy a new one for a $20-50 repair?! Just because some of us can doesn't make it right not does it make me want to throw more $$ into a company that clearly doesn't truly care about their customer base. I look forward to hearing more about the solution because I'm really discouraged about the crack and not being able to use the product without worrying about damaging it further. Thanks

[FerdinandFitbit]

Hi there @ButSeriously. Great to have you in the Fitbit Community Forums! 🙂

First of all, I'm really sorry about this whole situation. I totally understand where you're coming from. At the moment, Fitbit doesn't have a repair program. I'd really like to offer that as an option but something like that is not available right now.

On the other hand, I want to thank you for sharing your feedback with us. We really appreciate it and we take it into consideration for improving our service and products.

Since honestly, by now, we wouldn't be able to offer any repair option, let me know if you'd like to move forward with getting your tracker replaced by applying the discount that you were offered and I'll be happy to help you with that.

Anything else, I'm here to help!

[ButSeriously]

Ferdinand,

That wasn't a solution. That was an exact repeat of what I was already told...you all over at Fitbit need to step up your game and come up with a better solution. Starting with a repair solution would be the advice anyone in my shoes (and they are out there) would give you. Maybe I should get into the Fitbit glass repair business because Fitbit obviously isn't moving very fast on it. Until Fitbit has repair solution there isn't an appropriate answer. There is no way I would buy another Fitbit anything until I know that you stand by the product you sell...the entire product. That means offering repairs on wear and tear for the whole tracker not just the internal parts. Thanks for information that not very helpful.

[TonyLawless]

Totally agree. My Fitbit blaze broke after a month and I can't believe there is no way of fixing it. Every other watch, phone, device can be fixed. I would NEVER have bought it if I had known a tiny crack would mean throwing it out. Warning all my friends not to go near fitbits. Pity because I thought it was great. T

[JeremyLankenau]

I had mine just under three months and biffed it hard during a bike accident (got hit by a car..), and my fitbit blaze screen cracked. All this feedback regarding not being able to fix the glass alone is very disconcerting

[TonyLawless]

Hi. No idea how mind broke. They shouldn’t make them so fragile if they can’t fix them. It’s mad.

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[bluecougarjay]

Got my Fitbit Blaze for Christmas 2017. Years ago I stopped wearing watches because with a smartphone, what was the point. I was pleasantly surprised at how much I enjoyed checking texts on my watch and some of the other wearable features. But now 5 months later I was doing some yard work and looked down and noticed my Blaze glass had cracked somehow. I'm pretty bummed there is no repair option after reading this thread. I will probably replace the Blaze with another smart watch at some point, but it won't be a fitbit unless I'm confident there is a repair option....

[Vocasio609]

I got the same treatment, I have had my watch for 6 months and totally agree. If I had known that the warranty as so bad I would have never purchased this watch and stuck with Apple or Samsung. Very disappointing fitbit !!!

[Ranawhynot]

@ButSeriously Thank you for sharing your unfortunate experience.. my sons screen cracked last week and I was looking at getting it repaired but can see now that it is not possible! I will not be buying another one. Will look at an Apple Watch instead. 

Customer service has gone to the trash in the past 10 years!!! And our government wonders why we are on the brink of recession!! 

Tske care 😊

[ERNurseSusan]

Very discouraged.  I've only had my Charge 2 since may and as I got out of my car after shift tonight I noticed a huge crash across the screen  I was hoping to find information on how I can get this repaired, not replaced.  For $200 I'm sure I can find something with better quality than what I wasted on this.

[ButSeriously]

I never found anywhere who could repair it. However, I'm unfamiliar with
the Charge and wouldnt have asked about that. I have heard that Fitbit does
and can repair their devices with plastic screens. So, if you're sure it is
glass-good luck, otherwise contact them and see what they can do.

[Saz1]

Hello. I’ve just bought a Fitbit on amazon prime day but the screen has cracked aftler less than a week. I have been reading the posts and can see in January there was no screen fix solution available. I’m hoping there now is some sort of remedy for this problem. Please can you let me know? 

Many thanks,

Sarah

[SunsetRunner]

You can add me to the list! I had my blaze 6 months and already the glass has been chipping away little by little. I even had a glass protector on mine. I considered the new Versa but nah, why should I be loyal to a company that is not loyal to me. It gave me syncing difficulties anyways. I though I got a good deal for $150 but really I was robbed!

[majonesfour]

So Fitbit Customer Service, what you are telling all of us is, too bad you bought our inferior product.  I think we should all make sure everyone we know understands what a greedy company your really are.  Next Smartwatch (and yes I will be purchasing another one) will not be a Fitbit.  

[MovinOn81]

Same here. The only thing the support rep did was complain to me how his screen was cracked and he couldn't get it fixed. Thanks.... I guess.... Unless Fitbit does something, which it looks like they won't, I will be moving on come Christmas.

[Saz1]

Thanks... pretty poor service.. 😔

Sent from my iPhone

[SunsetRunner]

I don't know if this will help however mine was still under warranty when I called. Since they did not rectify the situation and have no repair places I wrote the BBB. I was about to file a complaint with the FTC when  within a week from a FITBIT rep that deals with BBB that I would receive a new one which actually works better than the old one. They still claimed that the complaints they have received were few regarding this product however I found lots more complaints and articles about how the Blaze did not do well since it's reveal.

[TC321]

Very sad news. Mine cracked also.

[majonesfour]

I talked to a rep and all I was offered was 25 percent off for another
product. I told them no thanks I was going to buy an Oura Ring. I willake
sure everyone I know not to buy their product

[Artie62]

Hi, I too am disgusted with the lack of customer respect here.

I love (loved) my Fitbit blaze and it’s features and app. 

I am currently on my second blaze as I cracked the screen on my first, and was heading away for a camping trip and figured it couldn’t be repaired that quickly. Little did I know it couldn’t be repaired at all. 

If I spent $30-40 I would of said throw it away and get a new one. But they are $300 plus and I don’t have that kind or money to keep throwing away. 

I am now looking at other options as, by reading this forum, I see you are not interested in customer service or respect. 

Maybe an approach to a news or radio program might spark some company interest in the customers.!!

i might just draft an email now to Neil Mitchell (3AW) or A Current Affair. See what they say. 

Offering a a discount to purchase another unit is just insulting in my opinion.