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?? 

[Glenners]

We are all in total agreement.... surely they read these forums but significantly they decline to reply. Keep away from these products and spread the word  

[crainmi]

Just an update. After a few more emails fitbit have agreed to a one off replacement of my blaze. Pays to be persistent 

[Wedge3x]

Awesome! The squeaky wheel gets the grease great job

Pat Wedge
512-630-3720
www.Patwedge.isagenix.com

[PTCGator]

It's a bit misleading, to my knowledge they haven't ever, nor are they
planning on having a "repair" option.


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[mcalca]

It is horrible for those that did not get offered a new pebble to replace the one with the cracked screen. I was originally offered the 25% and when I pushed back on that got a new pebble shipped. Since then I have been using screen protectors that I get on E Bay. I buy the screen protectors for 3 for about $4. Since using the screen protectors I have not had an issue. I will say though even though Fitbit did the right thing by me and shipped a new pebble this is not like it is an unknown issue. It is pretty unethical for a company to know their product is being sold with a known issue like this and instead of address it with a recall just ignore it and keep pushing the product into the market.

[Super_matt12]

Contact fit bit support 

[Farsh]

Hi Angela Ma,

My Blaze screen has cracked without any specific incident. Can i get it repaired or avail a replacement pebble. I am still within 1 year of my purchase.

[honglong1976]

Usually you would need to contact Fitbit, send a photo of the damage and they will assess if it's malicious/accidental or actually a defective pebble.

[Glenners]

I think we have all followed the photo procedure. The point is that the screen cracks with minimal impact (some report it cracking while sleeping) so is this "malicious" damage. The unit is not robust enough for purpose if it can crack so easily. 

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@honglong1976 wrote:

Usually you would need to contact Fitbit, send a photo of the damage and they will assess if it's malicious/accidental or actually a defective pebble.

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[Glenners]

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@Farsh wrote:

Hi Angela Ma,

My Blaze screen has cracked without any specific incident. Can i get it repaired or avail a replacement pebble. I am still within 1 year of my purchase.

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I suspect they will only offer you a 25% discount on a new blaze. It seems they can't be repaired so why would you risk another FITBIT and risk the same problem again. Read the previous messages on  the forum if you need further evidence of the shockingly poor customer service

[BLMBG]

Cracks due to impact are one thing. Perfect diagonal cracks appearing overnight are a result of a manufacturing defect. One they’re responsible for, one they’re not. That said, the devices are too fragile for every day wear. 

[honglong1976]

If you went to bed and slept with the Blaze and a diagonal crack appeared, that would suggest something had put pressure on it, which would have been your body as you are sleeping. Imagine a weight placed on the screen for potentially hours if you are sleeping, that's most likely why the crack has appeared. Another could be impact, stretch your arms, bang something, for example. You would be asleep and would be unaware anyway unless you recorded yourself while sleeping, how would you know how it happened otherwise?

The only way the screen will crack is: impact and pressure. Simple test to prove this (although silly, I hope it explains my point). Place Blaze (without crack) on a shelf. Leave it for one year. There will be no crack!

I have seen lots of photos here of those who advised a crack just appeared, I didn't hit anything with it and it's pretty obvious from the photos it was damaged accidentally (through impact or pressure) which is why Fitbit won't replace them.

I used to work repairing laptop and one of my jobs was to assess screen damage (deciding if it was accidental or malicious). Fitbit is doing the same here with the Blaze.

But, seriously, who would admit to damaging the Fitbit when it's not covered by the warranty? 😉

[Patra38]

This unacceptable I totally disagree so why not put this info out there so people know this before buying these product.

Sent from my iPhone

[honglong1976]

Unless the item was marketed as indestructible, I would assume it's not and look after it. It I bumped into something and it cracked, it would be my fault and look at the cost to repair or replace it.

I have a Macbook Pro (from 2009) that still looks like new, iPhone 5S that looks new, Fitbit Blaze previously that I used which had no mark on it and a Charge 2 which again, looks like new. Same for any gadget. My parents taught me to look after stuff. If I damaged something, it wouldn't be replaced.

If you scratched your car, would you blame Honda for poor quality metal or paint? (for example) or would you pay to get it repaired or leave it?

Look after your stuff, fit screen protectors from day one (there are glass ones for 99p for the Blaze for example) and these gadgets will last. Abuse them, assume they are indestructible and they won't.

[Patra38]

Sent from my iPhone

[Patra38]

I did that and they told me they will ghee me 25% off of i new one my husband way very piss off it was less that 90 day I fall asleep one day after my sugar was low and woke up the next day with a crack screen.

Sent from my iPhone

[PTCGator]

I'm sure we are all very proud of how your parents brought you up. What they apparently neglected in your education was a sense of perspective. The world isn't custom designed to your specific behavior patterns.

While the cracked screens might very well come from the pressure of our bodies while sleeping, that very possibility should have been accounted for in the design. The watch was made to MONITOR OUR SLEEP. It stands to reason that it needs to be worn while sleeping. Further, the watch was advertised as having very durable (Gorilla?) glass and certainly no advice from the company to buy 3rd party screen protector (which could easily be used as a reason to void a warranty.)

Many of us took very good care of our Blaze's only to have them crack regardless. Your attempt at blaming us for a design/manufacturing fault is misguided.

[honglong1976]

Thanks, they did well. Since the 80', I haven't had a cracked a screen on a single device, multiple phones, handheld consoles, fitness trackers. None have had a cracked screen. Surely, it can't be down to luck? Or was it due to how I looked after it?

It's not blaming people, it's about assessing how the Blaze was damaged and then from the cracks assessing how it occurred.

I would understand there being a manufacturing defect if a huge percentage were affected but only Fitbit know the statistics for this and I am sure if this was the case, they should recall them.

I agree, this should be accounted for in the design process but no matter how much testing Fitbit would have done, when the product is out in the field, it's very different to being in a controlled environment.

Unfortunately, there are customers who damage products maliciously/accidentally and will still claim they didn't do anything and will lie to get a replacement. For example, smacked it against a wall and then say it happened during sleep. The same if someone sat on it. The photo of the damage would usually confirm how the damage happened (I know from viewing photos on this forum). I know from experience (thousands upon thousands of laptop repairs). The problem is proving or disproving it and photo evidence is the best method (other than viewing the actual device in person).

Glass doesn't crack on it's own unless due to impact (hit), pressure (sat on) or defective (case too tight for example).

Gorilla glass 3 (depending on thickness) can bear a load of 16KG before it breaks.

Gorllia Glass 3

If it was sat on (80kg), it could crack, during sleep (for someone of a larger body, 150KG) laying on it may cause it to crack, their arm resting on it for 2-8 hours could cause it to crack.

So, really, if the Blaze is damaged, report to Fitbit, send a photo and if defective, it will be flagged up and you have more chance of a replacement. If damaged accidentally, it can be proven by the photos.

[PTCGator]

Your grasp of physics is a bit incomplete. A 150kg person doesn't exert their total weight on 1 square centimeter. Additionally I find it hard to believe that any of the above complaints were the result of people "sitting" on their watches. While that might happen with laptops, it's highly doubtful it occurs regularly with watches. Really the weight of an arm?  If that were the case they would be shattering within days, not months. (Weight of an arm/surface area in contact with a bed or table can't be more than a centagram or two)

None of your examples have any bearing on the real world. 

Regardless, it's obvious you are either a Fitbit troll or employee and have an agenda to pursue in defending a faulty product and company.

I've given my Blaze away, moved on to another device and have sold my stock in Fitbit. I will continue to warn everyone I meet with a Blaze about its flaws and the company's lack of a repair option. 

[BLMBG]

You have some catching up to do. The clean corner-to-corner crack that usually manifests overnight is due to a manufacturing defect. That’s why Fitbit replaced my blaze pebble when I experienced the defect. Overall fragility, not related to the factory defect, and he inability of the blaze to record distance accurately (when paired with iPhone), let me to move to a more robust product that can also make and receive phone calls.