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]

Two different problems in play here. One is lack of durability during use. The other is the factory defect that causes a perfect corner to corner diagonal crack without any input from he user. Mine, (and others apparently) appeared overnight. No impact or screen contact was involved. They replaced mine, as they should, and I applaud them for it.

[ReidAiton]

I've had a similar problem. I have only had my FB for 10 days and already the screen is cracked. I woke up in the morning and there's a spider crack across the whole screen. FB have suggested that it's not covered by warranty and offered me 25% off a new device. I find this outrageous. Has anyone else had a similar issue?

[Patra38]

Yes I did with mine I call they try to offer me only 20% on a new one then I write a review and they send me a replacement one the day it wasn't manufactured fault

[ReidAiton]

I'm so shocked by their response. I think it's outrageous. There's clearly a fault with the screen!

[BLMBG]

Spider, uneven, or multiple cracks is a result of impact. One straight line corner to corner is a known product defect. Seems to happen overnight. Happened to my last one. They replaced the pebble, as they should have. 

[Boo2blaze]

I've gone through two Blaze and the second one lightly tapped on the treadmill as I ran. Customer service did nothing. They wanted me to buy another one. Are they nuts? 400 dollars down the toilet. Should have just gotten an iwatch. I used to be loyal to Fitbit, no longer.

[tamshon]

I didn't have any problems with mine. I sent them a picture and I got a
replacement in the mail in about a week.

[GetABitFit]

I've had similarly bad service where my Charge got downgraded to a Flex 2 because the store didn't stock them any more.

Ive been planning to buy a Blaze but this increases my uncertainty

[Stevea007]

Same here just got an offer of 25% of a new blaze from customer support, mines only a month old with a two year warranty! With the money spent on the product I expected a repair service of some sort really confused.  They told me it was user damage,  It's a fitness tracker! Your gonna wear it doing fitness! It's gonna have to built with a tougher screen, or a better repair service!  Then I check there community page and see that people got there Fitbit repaired (blaze). So what cracked screen merits a repair and what doesn't!

[BLMBG]

If you crack it, you pay for it. Any discount is a gift. If it cracks because of a factory defect, as with the diagonal corner-to-corner cracks we have seen appear sometimes overnight, if should be replaced at no cost. 

[Stevea007]

There lies the problem there is no repair service just " here by a new one"  surely a repair is cheaper than purchasing new?  

[BLMBG]

They don't get repaired. The pebble gets replaced. The pebble isn't terribly expensive to produce. The software is where the value comes in. So, whether it's your fault and your dime, or a factory defect and theirs, it's replacement rather than service. 

[Boo2blaze]

such a nice person

[Agolitz]

I'm so disappointed! My screen cracked and the best customer support offered was 25% off a new one. No thanks! I'll go buy the iWatch now.

[BLMBG]

I hope they'll come out with a ruggedized band/bezel similar to a g-shock.

Sent from my iPhone

[Baboa69]

No they are not, all they care to our is a 25% discount for your next one. This is my 3rd Fitbit, they happily replaced my original Charge with another one that kept the original warrantee which ran out within two months of owning the 2nd charge. The 2nd charge quit keeping a a battery charge and the answer continued to be everything goes back to the original warranty. I decided to give one more chance and purchased a blaze have the same issue with the screen and all they say it's it's not a product defect and will send me a discount to purchase another one!

[Rich_Laue]

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@BLMBG wrote:
I hope they'll come out with a ruggedized band/bezel similar to a g-shock.

Sent from my iPhone

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Amazon has one for sale right now. Isn't it great that somebody has taken up the slack? 

[Glendon]

No more Fitbit for me after the Flex needs replacement bands regularly, the HR rubber delaminates and then the Blaze cracked.
No have Samsung Gear.

Glendon

Sent from my iPad

[TeacherKarenB]

I have a cracked screen as well. On top of making the purchase after being told it was nickel-free when it was not. I have talked with 4 people from fitbit, but none seem able to resolve the situation. Instead of been told to wait a week, while they study the problem. There is nothing to study. I don't feel confident that fitbit will do anything to fix the problem. They want to offer me 25% off the purchase of another product. Why would I purchase another product when this is how they treat their customers?! It seems some have been given a replacement, while others are told, "Too bad, so sad!"

I am NOT a happy customer.

[TeacherKarenB]

They are not happy to help. They offer 25% off a new purchase, and will do nothing to help the customer with the product that was already purchased.