Blaze screen cracked way too easily

[MobiusMOAB]

I have been a proud Blaze owner for the last month.  It has gone a bunch of places with me with some help from Pokemon Go.  At any rate, I have been incredibly happy.  Until now...

Today I woke up and noticed a crack on the screen.  It is a single crack with no spidering, so I have no idea how it got there.  I have been searching for replacement glass for it or something along those lines and found out that a number of users have had similar issues with this device.

I have treated it with kid gloves.  I love the look and wanted to keep it that way.  However, the glass is very easy to crack.  I don't even know how it got there.  There are no impact point along the crack at all.  

You can see the crack along the bottom edge of the screen.  I put some clear protective tape over it to make sure the screen doesn't start falling apart.  So now what?

I need to know what my options are.  I saw some threads where the user was offered 25% off of a new one.  This can't possibly be the right thing to do.  If that is what I am looking at, this will be the last fitbit device I own.  I know this is not a durable device and treated it that way and somehow it got cracked anyway.  I sit on my phone glass and it doesn't crack.  I looked at the help options on my device and questions about damage do not have a category as far as I can tell.  I need to know how to get the glass replaced or the device replaced.

[MobiusMOAB]

btw, the weird look on the sides of the device are the protective tape.  There is no damage other than the single hairline crack across the bottom.  Device is fully functional otherwise.

[electricplum · Accepted solution]

I would recommend contacting customer service. Your Fitbit is under warranty for a year. I've had issues in the past with some of my other Fitbits, and they've been extremely accommodating and very fair when trying to resolve an issue. It seems as though contacting customer service should be your first step rather than posting a possible scenario about what they *may* do to make it right.

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

You can call them, email them or do a live chat. I've done all three, and have been pleased with my experience. Good luck!

[MobiusMOAB]

I opened a live chat with an agent who was incredibly accommodating and friendly.  My damaged device still fell within the warranty for replacement.  I was pleasently suprised.  I am glad that this was a much easier process that I previously thought.  I took your advice before you posted it.  I guess I was just afraid of having to fight through this.  Time for me to get steppin'.

[MikeF]

My only question would've been how you knew it cracked easily if you don't know how it happened? Either way it's good that it's sorted for you.

[MobiusMOAB]

I understand the question and my only answer is that I did not witness any incident where I could point to it and say that is where it cracked.  When I went to bed, it wasn't cracked.  When I woke up, it was.  While there is a possibility that something could have happened while I slept, the possibility is pretty small.  plus, if it was any sort of impact, it would have woken me up.  I do my worksouts right before I go to bed and check my steps as I lay down.  I weigh in right after my shower.  So I saw the device right as I went to bed and I saw the crack as I put it back on after the shower.  I can't fathom where it happened.  Since I can't recall anything to have caused it, it had to have happened some other way.  I would like to know how it happened. I would prefer it not to happen again.  I love the device and if something did happen, I'd like to know.

[AlyZ]

I've been worried about smashing my arm on the wall while I sleep, I wonder if that's what happened? I recommend ordering a tempered glass screen protector from amazon, I got a set of 3 for $6. Supposedly, upon impact, the screen protector is suppposed to crack instead of the screen. I'm not 100% convinced these things work (I suspect they're more fragile than the screen so some drops will crack them but not the screen), but for ~$6 I think it's worth a try, at least for the scratch protection!

[MobiusMOAB]

Double posted.  Ignore this and move along...

[MobiusMOAB]

Agreed.  That is the plan.  Never used screen protectors before due it bugging me when lint got underneath.  Guess I will have to do it.  They have shock absorbing bands, too.  Looking into those for times when it doesn't land on the screen.  They are built like Casio G-Shock bands.  Very bulky, but work it I think, considering what happened.  Wore Casios all the time anyway.

[curt81]

I have a tempered glass protector on my Blaze and it still cracked. The protector is still good though. 

[Lacyak]

I have same issue. I'm so sad and disappointed. Never was on Fitbit train, but jumped in and love device. Have loved my blaze for 6 months. I set my blaze on wood table and have always been gentle. When I picked watch up it was cracked. I contacted customer support and they were friendly, yet only could give %30 discount on new device. I can't see spending $100 on a device again if it will break easily. I love my blaze and can't find any place to replace screen.

[MobiusMOAB]

I know they use Gorilla Glass, but I think just maybe they cut the glass too thin. I am looking into shock absorbing cases at the moment. I'd like to find one that compliments the look of the original watch. Sorry to hear about yours. The Blaze is by far the sharpest looking device they have. I guess I got lucky. They replaced mine whole. Must've been inside a 60 day warranty period.

[noggin41]

Same thing happened to me after a week. Offered a 25% coupon. Time to move to a Garmin or Apple Watch. Something more durable.

[AlejandraFitbit]

It's great to see you around @noggin41. I think that I have replied to you in this post. About the 25% discount code, keep in mind that you can use it to purchase any Fitbit tracker. You can take a look at this page, where you can compare all of our trackers and decide which one you like the most.

Catch you later. 

[noggin41]

Why would i purchase another tracker when i can't even get this one fixed?
I spent $200 on a tracker that cracked while sleeping.

[AlejandraFitbit]

@noggin41 It's weird to hear that a Blaze can cracked while sleeping, I have had mine for more than a year and the screen looks good, some people have purchased screen protector for their Blaze and so far that option have worked fine. As recommended, if you are not interested in purchasing another Blaze, you can take a look at this page where you can compare all of our trackers.

See you later. 

[noggin41]

All i know is I went to bed at the screen was not cracked and woke up and it jad a nice crack across the screen. I have read other comments where people are claiming the same thing. 

[MR.LEFTHOOK]

mine cracked and it's only a month old? have screen protector too?