Noticeable scratch on 3 week old Gunmetal module

[BangkokBBY]

Hi Fitbit community, apologies in advance since this will be a lengthy post.

So I ordered a special edition Gunmetal blaze back in late April through a company promotional event and received it within the first week of May. I've used this tracker for over 2 weeks and recently I've noticed a crack running along the top of the screen down towards the middle. Although it is a very thin crack and hard to tell, I can clearly feel it with a soft touch from my nail.

I've tried contacting support about this and seeking a possible replacement, with the only response being that it isn't covered within my limited purchase warranty. They said I shouldn't really worry about the scratch as well which indicating that it may not be a big issue, or rather just buy a screen protector for it. What is very irritating to me about this, is that this special edition blaze tracker is coated with PVD that is apparently supposed to make it more durable...but what's the point of having that durability when the module itself can still be easily damaged. I also only used this tracker for work (office), and have a separate Fitbit Surge that I use for my work out sessions.

Can anyone please offer me any solutions to this issue? I'm unfortunately a little flustered that Fitbit support couldn't do anything more to help me out on my special edition tracker that I've had for less then 30 days now. The only solution they offered is to buy a screen protector for it from an authorized retailer. They also offered me an extra 25% off to purchase another tracker...which really doesn't help me since I purchased this special edition tracker for a much higher discounted price in part due to my company's promotional event. 

I really sound like I'm ranting here and I apologise if it comes off that way, I'm just flustered at the condition my Gunmetal Blaze is in after having it for less then 30 days and being meticulously careful with it.

[WendyB]

How is it getting scratched? Is it rubbing up against a sleeve or something? I suspect it is and it should be what you look at first.

[BangkokBBY]

Hi Wendy,

I usually don't wear sleeved shirts, would you suspect the rubbing would come from the buttons that accompany sleeves? I've only bumped my tracker once when walking though a corner, which left a small indent on the frame of the tracker. I don't know if the force of that bump may have attributed to the module getting scratched.

[WendyB]

All I'm saying is something is causing it to scratch.

I just washed and dried mine. Did I except Fitbit to replace it? No I didn't.

[honglong1976]

could you post a photo?

[BangkokBBY]

Yeah I get what you're saying, and I'll have to be extremely aware of what I come in contact with my wrist here on out. 

Did you wash your device for a similar issue? I'm trying to understand the context of your last statement is all.

[BangkokBBY]

Sure, I'll post the same photo that I originally sent the support team. It's hard to see it at first since it's a thin crack, but very noticeable upon closer inspection as well as from touching it.Notice the crack running from the top right going down towards the middle.

[HeavyArms]

Wendy you're a rude person. instead of ridiculing be supportive. This is a community for support not to discourage other Fitbit enthusiast. 

Have a nice day

[HeavyArms]

BangkokBby (cute name btw)

i understand your fustration as an active blaze user for over over a year I have scuffed up my blazer against several objects and not once have I had a scratch or blemish so I feel this is more of a manufacture default rather than your own. Hopefully Fitbit support can help and resolve this instead of offering a discount.

best regards

HeavyArms 

[honglong1976 · Accepted solution]

Ok, that's better 🙂 Better than explaining it.

Looking at the photo the crack originated not from the edge/outside but near the center, which means an impact to the center area (accidental damage). Unfortunately not covered.

Sorry about the bump 😞

The PVD coating is for the metal. The Fitbit module is plastic like all the other variants.

[BangkokBBY]

Thanks for the feedback Honglong I appreciate it! Dang, that's unfortunate to hear. I've been looking through various forums and as it turns out many other users who've had the same issue occur with their trackers met with the same fate, regardless of the time of purchase. It's unfortunate too since I theortically downgraded from owning a Surge which I never had any issues with (thicker screen).

Since I now know this, you wouldn't happen to know if there is any third party support for repairing these modules would ya? It boggles my mind that FitBit doesn't have something like this set up with the amount of complaints they've had thus far, besides the discount and such.

[MarkMM]

@HeavyArms wrote:

Wendy you're a rude person. instead of ridiculing be supportive. This is a community for support not to discourage other Fitbit enthusiast. 

Have a nice day

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You mean to support people trying to get free replacements when they have an accident?

Hats off to Wendy for the blunt reply. IMO people are treated with kid gloves way too often here.

At least this one doesn't have the usual "if Fitbit doesn't compensate me with a free replacement, I'll have to switch brands."

[HeavyArms]

I don't think you want these hands Mark.

please be respectful. So you're telling me you've never had an issue with any product in your entire life? Companies pay pennies dimes quarters for their products to be made overseas. I'm sure Fitbit can help this gentleman out with this issue. Stop throwing shade, like your momma would say "if you ain't got nuttin nice to say, dun't say anything at all."

best regards

[MarkMM]

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@HeavyArms wrote:

I don't think you want these hands Mark.

please be respectful. So you're telling me you've never had an issue with any product in your entire life? Companies pay pennies dimes quarters for their products to be made overseas. I'm sure Fitbit can help this gentleman out with this issue. Stop throwing shade, like your momma would say "if you ain't got nuttin nice to say, dun't say anything at all."

best regards

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Don't want these hands? Please explain.

Why should they help him and not the others?

Of course I've had issues. But If I caused cosmetic damage to something, I can't really expect to be compensated. Although I can try, like this Guy is doing. And good luck with that.

They have 2-Year Protection Plan with Accidental Damage Coverage for $39.99 right on the sales page. Cracked or scratched screen is included.