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?? 

[114ThomasG]

I too was sleeping when my blaze cracked on the underside of the glass. After speaking with a supervisor and sending in multiple angles of the screen, they agreed to replace it for me. Since then, I have not used the vibrating alerts or alarms on it, as the supervisor suggested that the vibrations may have caused the glass to crack in the first place. #DefectiveProduct

[taz4352]

I didn't read the whole post before I replied so I have more to say.  I also purchased a third-party charger from Amazon that works beautifully:

I don't generally like using third-party items but I hated taking the pebble out of the frame to charge and this just snaps in right in the frame and it charges beautifully.  I do wish Fitbit would come out with one of these.  I agree also about the replacement.  Why not just allow the purchase of the pebble alone if you're replacing the Blaze because of some problem.  There.  My two cents.

[mcalca]

Ordered my screen protectors as soon as I found out I was getting a replacement.  As I had said earlier in  this post, I love the style, if I can get around the durability issue I can be very happy with this watch.  Even if I have to order a screen protector to get passed the issues.

My suggestion would be they address the screen issue publicly and address it, they have a great product with the sale, I like it better than the Apple watch or Garmin.

[gojacks1]

See why do they replace for some and not others. Just don't get it!

[BLMBG]

It's simple.  They cover factory defects. They don't cover when you damage the pebble by impact. I have yet to find anything non-linear or inconsistent with their service policies, and I think their product is comically fragile.  

[Pobear06]

Because they replaced to many in during the 1st 45 day warranty even though the 1 year warranty covers the issues everyone is having. They don't care

Sent from my iPad

[114ThomasG]

It all depends on the type of crack. The glass breaking via "negligence" or a probable material defect is all at the discretion of the person taking your claim and their interpretation of the policy. In essence, call and ask to speak to a supervisor and clarify how it broke. In my case, I was sleeping and using the silent alarm feature. The supervisor asked me for multiple photos at different angles. She could see that there was no negligence on my part as the glass was cracked on the inside of the pebble. She stated that it appeared to be a defect and replaced it. 

[honglong1976]

Depending on the crack, depends on how it was damaged. Toughened glass doesn't usually break on it's own and is normally due to a bump (or defect). This can be assessed quite easily by a photo of the fitbit. Post a photo here and I will have a look.

[Charge2walker]

Same story: woke up to a cracked screen of a one week old Charge 2 .It cracks spontaneously! Fitbit customerservice: you may purchase ,within 30 days ,a fitbitproduct with 25% discount! Whoopy ! How dumb do they think we are?

[honglong1976]

post a photo of the crack?

[Charge2walker]

Longitudinal crack

[honglong1976]

I can't see the bottom part but that does look like a defect from the photo.

Again, I am sure Fitbit will be looking for certain types of cracks.

[Charge2walker]

The reflection shows the crack. And I assure you, one can feel the crack! Reading  what 's on the screen is more difficult. The bottom part is not ( yet?)cracked.

[wmanigo]

Just got off the chat site with the Fitbit customer service, had to provide all applicable data for device along with a active photo, they are replacing my device, there customer support is awesome!!!! 🙂

[Cynmarie]

My screen also cracked.....Customer service offed zero help except "sorry". 

[Phelix]

I'm sorry I have deleted the photos after the exceptional customer service
and replacement product was received.

Moderator Edit: Personal Info Removed

[Ginagee77]

Just spoke to customer support about a cracked screen on my Alta. Apparently not covered by a warranty and no service or repair is available at this time!! Completely unacceptable for the price paid for these trackers. 

[BLMBG]

How did the crack happen? When did you discover it? I understand your frustration. 

[Walkerhunter07]

My screen cracked while sleeping. And since I'm 4 months out of warranty all they will do is offer 25%. They have lost 2 customers now. My fitbit still works fine all that's wrong is the glass is cracked. I'll buy a Garmin before I spend well over a hundred dollars for a tracker that will probably end up doing the same thing. I could see them not replacing it if it was my fault but it isn't. And also why the heck wouldn't you sell replacement glass like iPhone and other tech companies do..the end of my rant going to start looking at trackers other than fitbit.

[BLMBG]

If it's a perfect diagonal crack, corner to corner, appeared overnight, and isn't the result of impact, it's a manufacturer defect and they normally replace. If it's anything else, discount applies. I don't even wear mine except when I'm running or biking, due to fragility, and won't replace it with another Fitbit unless they come out with a ruggedized version.