Screen cracked!

[juraj5112]

Hello, I got Fitbit Blaze as a birthday gift from my girlfriend three weeks ago. I was so happy when I found out that I will get them. All the time I took care of them but today morning after I was sleeping with blaze on my hand I found the screen cracked! I am very disappointed because I have had Charge HR for 14 months before and I had absolutely no problems with it all the time and it had only plastic screen and Blaze should have gorilla glass. What is wrong with my Blaze?? 

[BLMBG]

Best software out there. But they are definitely fragile. If they crack from a factory defect, it's their responsibility and they'll replace. If you break the screen, it's your responsibility and you replace (minus the discount). I'm like you. I use them but I won't buy more unless they make a g-shock version. 

[PTCGator]

Yes, they will replace it IF:

It's under 1 year from purchase/activation

and you can document the damage wasn't obviously your fault.

This really isn't the beef I or others have. My first issue is with the lack of a repair or replacement plan at a reasonable cost. They only offer a full replacement at 25% off retail. The second issue is that the crack would appear to be a design flaw. My contention is this crack was formed from the necessary process of removing the unit to charge it. Some units are failing before the 1 year mark and are getting replaced. My penalty for taking better care of it, is it took over a year to crack and thus not eligible for replacement.

[zanzibarzaza]

I had my Fitbit Blaze for only a few months and was just starting to like it. Then yesterday, I cracked the screen by barely hitting a chair while I was playing with my dog. I could not believe how the screen is fragile (really Gorilla glass!? I don't think so). Anyhow, after reading some of the posting about how Fitbit has a wonderful customer service, I decided to call them to see if they have a solution for me. They offered a 25% discount for a replacement watch. I am sorry that won't do it for me. I just paid $200 for a fitness tracker/watch  and I am not ready to pull another $150 for an item that could be so easily damaged. I hate to say it but I'd rather invest in an Apple watch than purchasing a new Fitbit every 3 months because of a failing screen!Just do the maths. Bye bye Fitbit 

[gojacks1]

Interesting to hear that customer support was willing to replace for some and only offer a 25% discount for others.  I just chatted with customer support and all they offered was the 25% discount.  I wasn't doing anything excepting eating at a table when my screen cracked. I don't understand why the customer service isn't the same for everyone.  Really disappointed!

[Pobear06]

Mine broke as I was sleeping as well. I called Fitbit and sent numerous emails. They refused to fix it or send me a new one. So I'm done with them. 

[honglong1976]

Screen cracked normally due to an impact of some kind. I have had various phones, smart watches and I have never had a cracked screen. I go under the assumption that if I bang it or hit something with 'said' device it will most likely crack and thus, won't be covered (it would be accidental). So I am careful, i got a glass screen protector for my blaze. If I feel I am in a situation that would damage it, I take it off. For example, going up a ladder or working on my bike.

Lots of people say I barely hit it or I hardly banged it and it cracked. Ok, now prove you didn't use much force to break it? You can't, because it's already broken. The same for Fitbit, how can they prove you didn't hit accidentally? or used too much force? It's impossible, so they go on the manufacturers specs for gorilla glass and unless they get a huge amount of failures with the same issue (which would be defective) it can be assumed you broke it (accidentally).

Annoying but these things aren't indestructible 🙂

[Pobear06]

Like I said, I was sleeping. If I broke it by doing something then it would be my fault. Fitbit said they had a lot of cracked screens when the Blaze 1st came out and they would sent a knew watch. But as more complaints came in they decided not enforce their warranty. So basically they admitted they knew there was an issue but decided they couldn't replace every watch with a cracked screen without going bankrupt.

Sent from my iPad

[honglong1976]

The problem is proving it. How it cracked and by looking at the actual crack, it's fairly easy to work out how the crack appeared, regardless of what the customer says (if it is not a defect).

For example: I used to work for a major PC store in the UK (not in store but at their workshop). I received lots of laptops with screens that were cracked. One customer wrote a note saying "while I was watching youtube a crack started to appear". From looking at it, it was quite clear it wasn't a defect but had been caused maliciously. We would send a letter explaining this and advise if they could prove it wasn't malicious then we would review the case. Never got anything back.

Another one had been cracked all over, not a single crack (which you'd expect with a defect) but it was cracked in various places. This also had all the plastic bent on top and some of the keys missing. Again, the customer states, they were cleaning the screen when it cracked. They hardly put any pressure on it. Sure. 1. No evidence of cleaning and 2. the cracks were in various places. If it cracked during cleaning, you would stop, right? Nope, this customer carried on, wiped away any remaining cleaning product and somehow the case got warped and keys fell off. The warping was exactly where the cracks were.

Hmmm.... same thing, it was got sent back as malicious.

Of course, buy a new product, break it accidentally and claim, a feather landed on it and it cracked. You don't want to buy another and (generalising I know) from my experience customers lie to get it replaced blaming the product, the company, threats, I won't buy from you again, the usual tricks to get an exchange.

So I understand from both sides, from Fitbit's point of view, should they be replacing products that have damaged by the customer accidentally or maliciously? No. I am sure they are aware of defects (if there is one) and the type of crack to look for. If defective they should replace it.

From the customers point of view, how to prove it wasn't damaged accidentally or maliciously? That's the hard part.

[mcalca]

Apparently I am not the only one with this issue.  I tried contacting customer service and all they are offering me is 20% off purchasing another watch.  Sorry but that is not an option.  For an issue that is without a doubt a systemic problem the company should be making good on this and fixing the issue and replacing the trackers with some sort of glass replacement.   Such a nice looking watch but very inferior to its competitors, I never had a problem like this with my Garmin.  guess at some point I will have to switch back.

[Pobear06]

I went back to iwatch. I will no longer purchase any Fitbit item because of their customer service or lack there of.

Ann Meyer


Sent from my IPhone

[mcalca]

After jumping through some hoops Fit Bit is actually going to replace my
tracker. I really do love the style of this watch, I am going to try a
screen protector. I really hope that works but honestly i did nothing that
should have cracked the screen.

--
Thank you,

Max Calcagno

[DavidBoulder]

Interesting suggestions about screen protectors. I think of that as protection from scratches and not impact. I don't care about scratches, and therefore didn't get a screen protector, but if they would protect it from drop or hitting door frame or chair etc, then I could see using one. I have just had Blaze for few weeks and no issues, but I could see how stress of taking out and putting in frame for charging could put a lot of stress on the screen. Would e nice if they eventually had way to charge in frame. That is also when I'm most likely to drop it. Also would be nice if FitBit would allow replacement purchase of just module vs. also having to buy new frame, band, and charger. Would seems as good or better then 20% off. Best solution would also be to service them and just replace screen.

[Phelix]

Hi there pleased to say that my replacement arrived last week.  Whether they replace or offer a discount could well depend on what country you live in is suspect.

[Pobear06]

They offered nothing to me. It was basically too bad so sad. I will not deal with them anymore unless it's in a court of law over defective sleeves. My screen lost a chunk of the screen while I was asleep and they would do nothing.

Ann Meyer


Sent from my IPhone

[Driver8666]

I've smashed mine against things by accident, and my screen is still intact. But then again I have that Liquid Armor installed. 

[Pobear06]

Mine broke off a chunk of glass while I was asleep. They will do nothing.

Ann Meyer


Sent from my IPhone

[honglong1976]

could you post a photo of the blaze with the cracked screen?

[Driver8666]

@DavidBoulder

Go look on Amazon. They do have this. It's what I use. 

[nitrams1]

Just got off the phone with there customer service as my screen cracked after 4 weeks of use.  I was basically told I was out of luck.  They sent me a 25% off email towords the purchase of a replacement.  Fat chance I'm going to do that.  Goodby Fitbit!

[taz4352]

A screen protector was the first thing I put on mine and I've had no issues so far and I've had mine since February of 2016 (so over a year).  I would highly recommend that anyone getting one put a screen protector on immediately.