Glass cracked on Blaze

[SunriseRun1252]

Bought my son a blaze about 6 months ago. Screen cracked. Contacted Fitbit and they said they are aware of defect but would not replace. We all have fitbits in this family but will look elsewhere for a tracker. This was a waste of money to buy something defective 

[ct-7567]

Hi @SunriseRun1252

I got a blaze about 3 months ago and I worried about my screen cracking too, so what I did was get a screen protector and I worked beautifully. As to the blaze being defective I do not agree to that seeing it could crack with anybody

hope this helps

[SunriseRun1252]

When we spoke with support they admitted it was a design defect

[ct-7567]

Oh ok 

[AlejandraFitbit]

A warm welcome to the Community @SunriseRun1252 and @ct-7567 thanks for stopping by.

I would like to know if you received an adequate response from our support team? Was your problem solved? 

Hope to hear from you soon. 

[honglong1976]

what did your son bump it into?

Normally glass cracks upon impact

[Huff92]

I just got my Blaze at Christmas, was weedeating and after done realized the glass was shattered. I do not remember feeling anything hard hitting It or me.  What is the defect about? I would like to see if I can get it replaced. However it still works perfectly, just looks horrible. 

[SunriseRun1252]

We we called they told us they realize that there is a defect in the glass. It would break easily. But they also would not replace. We have purchas d 6 fitbits over the pass three years and never had an issue until the blaze. Will be switching to another brand. Bad customer service on their part

Sent from my iPhone

[Brokenglass]

I did contact the support and was told to buy another at a discount and they have an extended warranty at an added cost. This is the second product that I have had from Fit Bit and when I had a problem was told sorry buy a new one. Time to try other companies.

[EvandMsDad]

Mine just cracked over the weekend. I used the support link in a response from Fitbit and chatted with someone who encouraged me to send pictures of the damaged glass. while I was taking pictures and trying to get them tagged with the # she gave me, the session timed out and i no longer have access to the code #. Sometimes I think these companies try to make things harder. If this isn't resolved it will be a Apple Watch for me. 

[AlejandraFitbit]

Hello all, I hope you are doing fine! 

Regarding to your Blaze damage, I would like to know if you have already get in touch with our support team, have they offer you a solution? In the meantime, I recommend taking a look at our warranty policy article.

Hope to hear from you soon. 

[Leonard_Gump]

I just completed a report-the-problem (face cracked), discuss with support chat, produced a photo of the cracked glass, obtained warranty report, went to Fitbit options page, elected to NOT purchase or receive a new Blaze, elected to purchase another Fitbit tracker at 50% off, paid remaining 50%, accepted the order and will wait 5 days for a new Charge 2 to show up in my mailbox.  The secret is having (1) the purchase receipt in front of you, (2) a high quality .jpg of the screen to send to the support-chat person, (3) a photo of the screen next to a piece of paper with the case number printed (in big numerals), (4) a plan on what you want a New Blaze (with the same vulnerable screen issue) or another tracker at 50%.

[Leonard_Gump]

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@Huff92 wrote:

I just got my Blaze at Christmas, was weedeating and after done realized the glass was shattered. I do not remember feeling anything hard hitting It or me.  What is the defect about? I would like to see if I can get it replaced. However it still works perfectly, just looks horrible. 

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If you can produce the receipt and it's been less than a year, you can get a replacement tracker from support chat.  See my other description of the process.

[Huff92]

They told me to supply a receipt and I got a replacement. Had to fight a bit, but got to a Supervisor who heard my complaint and finally sent me a new one. Just the Fitbit and no band, but that was fine.

Thanks,

Todd

[SunriseRun1252]

I contacted support and got no where. It's a defect not something we did. Said they would not replace

Sent from my iPhone

[Huff92]

Keep fighting it. They said same thing to me.

Todd

[Huff92]

Keep fighting it. They said same thing to me.

Todd

[Leonard_Gump]

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@DisappointedNC wrote:
I contacted support and got no where. It's a defect not something we did. Said they would not replace

Sent from my iPhone

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The support operator was named Lance.  He never demurred or tried to get me off the line.  He was very helpful.  But then, I didn't call with a chip on my shoulder and was very friendly.  I am getting a complete Charge 2, not a stripped down tracker-only package.

[SunriseRun1252]

We were very friendly. I have purchased 8 Fitbit over the past two years for myself friends and family. This is the only one we have issues with

Sent from my iPhone

[SunriseRun1252]

We were very friendly. I have purchased 8 Fitbit over the past two years for myself friends and family. This is the only one we have issues with

Sent from my iPhone