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?? 

[SunsetRunner]

@Glendon

Fitbit doesn't have a repair facility to date, if decided they send a replacement instead.

[FerdinandFitbit]

Hi there @Glendon. Sorry to hear about the cracked screen on your Blaze 😕

At this point, feel free to get in touch with the Support Team and they will be happy to help you out with this.

Let me know if you need more help and welcome to the Community!

[rickcharles606]

So pleased with Fitbit customer service! I woke up this morning to a broken screen on my Blaze, and the first thing I did was check the forums to see if anyone else has had this problem. After finding that many others have experienced the same issues, I called Fitbit customer service and within 5 minutes the rep had my replacement Blaze on the way. Great, Great customer service! I love the products, but was always curious about other brands, but this has earned my loyalty.

[curt81]

Woke up to a cracked screen.  They're sending me a replacement, but I have to say, I'm disappointed in the quality of this product.

[AngelaMa]

Welcome to the Fitbit Community @rickcharles606! @curt81 and @rickcharles606 thanks for sharing your experience with our support team!  

Keep me posted about the replacement! 🙂 

[SunsetRunner]

So surprised to hear of cracked screens for anyone.  I have had my Blaze now for over 6 months and I've done over 150 miles of hiking (and the related falls, stumbles, etc), lots of walking, biking, basketball, and more and I haven't seen encountered a situation where it would have been exposed to cracking/breaking.  

Just stating that I have found the Blaze to be rock solid - thanks Fitbit! 

[curt81]

Received my replacement Pebble today, so quick delivery, but disappointed it's a refurbished one.

[Becca81975]

I just discovered my screen is cracked/scratched on my Blaze. I chatted with customer service and they said there is nothing that can be done. How are others getting replaced and mine can't? I love my Blaze but am so disappointed to see and feel the scratch. Please advise!

[SilviaFitbit]

Allow me to help you @Becca81975! Customer Support will replace or give you the 25% discount based in your warranty, they review each case individually so users won't have the same resolution. 

As mentioned before, the screen on Fitbit Blaze is scratch resistant and is made of Corning Gorilla Glass 3. 

Thanks for your understanding! 

[Bunnybear_05]

But the blaze hasn't been out a year yet. So shouldn't everyone still be under the 1 yr warranty period ?

[Driver8666]

I commented on something similar to this in another thread using Liquid Armor. It costs $30.00 to apply, and it will not void the warranty. As soon as I bought my Blaze I had that applied. 2 phones already have it. So far, I have not had the cracked screen issue. 

[BLMBG]

If you break it, that's one thing. If you experience the nocturnal diagonal crack, that's a product flaw.

[Patra38]

I am a type one diabetic pass out yesterday woke this morning an fit bit screen was crack I call the support cent an they say it not cover because it not manufactured fault the only thing they can Sonia give me a 25% of a new tracker this not fair tat all my tracker is less that a year old I have to worry my insulin now this is another stress to deal with they wasn't very helpful they told me send a picture of the crack screen I am very disappointed in this this is my second fit Gaget now I feel like I should have got the Apple Watch they have warranty but it don't track my sleep I so angry An sad.

[Rich_Laue]

@Patra38 the fact that they want to see a photo of the cracked screen is a good sign, normally they don't ask for one, Fitbit does look at each case individualy, and it is worth the time it takes to send in that photo. 

[Patra38]

They say only 25% they can offer me on a new one that the only thing they can do it not even a year old yet so no warranty on crack screen

Sent from my iPhone

[SunsetRunner]

i recieved the same response, a 25% discount offer.  i've owned 2 charges and now this Blaze, i've had problems with them all.  i love the community of fitbiters, but the product and support is less than desired.  i was promised a followup email so all hope is not lost, but this will be my last fitbit if i don't get the resolution i deserve. 

[edzfire8]

So, it seems like they are pretty random with the repoacement policy.  I've no objection with paying for a repair but they seem be having none of it.  If the 25% is really all they can offer, maybe I'll just bite the bullet and go to the Apple Watch.

[BLMBG]

I would not buy again. I would go Apple Watch. I've never had a problem with charge hr or blaze notifications or pulse tracking. But distance tracking is simply false advertising as pertains to the blaze. It won't do it under any circumstance. I will note that, when my blaze got the diagonal crack during the night one night, they replaced it, as they should have. If you break your blaze, that's your fault. If your blaze breaks because of a product defect (which is what the diagonal crack problem is), it's the manufacturers fault and their responsibility to replace or refund.

[FerdinandFitbit]

Hey there everyone! Good to see you in the Community.

When it comes to physical damage on the Fitbit Blaze, any accidental damage will not be covered under the one year warranty but Fitbit will offer a 25% discount on any tracker you'd like. I'm sorry if this means an inconvenient for you. Our team needs to stick to the existing warranty policies.

Thank you all for your understanding!

[edzfire8]

I'm hoping your engineering foks are listening.  I wouldn't mind a higher price for a more durable screen.  Makes sense to have an activity tracker stand up to activity.