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?? 

[PTCGator]

I just had the same issue. I'm not aware of any specific event that might have caused the crack. I woke up, took it off to take a shower and with the light at a different angle saw the crack, top to bottom across the screen. Initially it's hard to see, once you see it, you know its there. I originally thought it might just be a mark across the screen, unfortunately, not the case.

I contacted support (they were very nice) and they have no repair plan. I was offered a 25% discount on a replacement Fitbit product of my choosing. This doesn't work for me. I already have 2 Fitbit devices and I'm not going to buy a third disposable watch. If they can't repair/replace my device at a reasonable cost, then this company really has no long term support strategy. 

My Blaze still works and I will continue to use it until it doesn't, but after that, it's time to move on to another company's ecosystem.

[Baboa69]

Fill out the customer service survey starting your dissatisfaction.

[Agolitz]

Interestingly, I never got a customer service survey for the call for my cracked screen. I have worked with customer service two times before this and they successfully resolved my issue. I got a survey immediately after those calls. 

[Louisekat]

 Agreed I have cracked the screen on my charge hr2 no repair service available just a discount to buy a new one. Not prepared to buy a new one as device still works is purley cosmetic and would have liked the option to have it repaired with a new screen.

[Baboa69]

Hmmmm, funny I had no issues with them replacing my first Fitbit, but the
second only continued with the original warranty and stopped charging two
months after the warranty expired so I didn't even bother figuring it get
no help regarding the warranty. Did you accept the 25% of coupon? I had
them send me the coupon but had no intention on buying another product, and
told them so in the survey. They may only send out the survey if they feel
they've resolved your issue.

[PTCGator]

Filled out the survey in detail with same message as here.

After spending a few days thinking about this, I have a theory on the singular Blaze screen cracks. My guess is it's related to the charging process for the Blaze unit. Every time you remove the watch from the band you inevitably apply some pressure to the face of the unit. I'm thinking this weakens the glass until it reaches the point that you get the straight line singular crack. If this is the source of the problem, then it's just a matter of time before most owners experience the same. If you are using your Blaze (everyday for just over a year in my case) the cumulative charge cycles and resultant band removals would eventually create the conditions for the crack. Further, if this indeed is the source of the issue, then it's a design flaw and Fitbit really, really won't want to admit it.

[Baboa69]

Interesting theory, but I have one diagonal crack with two more coming off
the main one and have always removed my Pebble from the edges and not the
middle. Either way, according to this board it happens way too often for
the cost of the product and definitely should be fixed.

[Andyyc]

Just got out of a live chat with an agent and I was provided with a 25% off discount.  Was really sad to find out that I couldn't pay a small amount or that they couldnt replace it under warranty. 

I had woken up one morning to find a cracked screen on my blaze and I was shocked. I just feel that it doesn't make sense to buy another blaze for $200- $300 simply over a cracked screen. Don't get me wrong, I love fitbit and their service. I've been with them since late 2013/early 2014, but I feel that they failed this time with providing another option to replace my blaze. Overall, Im happy with the customer service that I've been provided with to this day, but disappointed with build quality,  or the options they provide to replace my device.

[Baboa69]

When they send you a survey, full it out with his you really feel. They
should do the right thing. They need to rectify this screen issue
especially if they lose good, loyal customers from it. I feel they same
with most of their customer service.

[114ThomasG]

Same here! Horrible customer service, until I demanded a supervisor on the phone. 

[Agolitz]

So sorry to hear that your screen cracked and you were not given any decent resolution. I was very frustrated when that happened to me a few weeks back. I've decided to keep wearing mine since it still functions. So now when people ask me what kind of watch I have, I say a Blaze and then show them the screen and say "but spend your money on an iwatch so if your screen cracks, it can be replaced." Once my blaze stops functioning, I will go buy another brand. I'm not sure why any company would prefer to have unhappy customers walking around with products that are cracked and damaged.

[PTCGator]

That is exactly what I have been doing. I talked to a lady at the Final Four in Phoenix when I noticed her Blaze, gave her the heads-up on my suspicions about the popping the unit out for recharging and the overnight crack relationship.

Wearing it until it quits, or develops a 2nd crack, then maybe a social media video of me explaining the frustration and a hammer to send it off for good.

[BLMBG]

My employer bought all of us charge hr's. They don't last very long. A number of us bought surge's. They are a bit delicate for a fitness tracker and don't se iPhone gps for distance as advertised. I like Fitbit and have spent quite a bit on their products, but I'd have been ahead if I'd just spent the whole amount on an Apple Watch. Much more durable, particularly the gen II. Fitbit has no obligation to replace user-damaged items outside charity. But factory defects such as the perfect diagonal crack and gps failure are solely their responsibility. 

[cab5599]

So I dropped my fitbit Blaze 2 feet and the screen cracked like I had stomped on it. Why would you make a fitness tracker that is so delicate? And then after talking to customer support, I was told they would not replace it but would give me a 25% discount. REALLY!! This fitbit is only 4 months old and I paid $200 for it when I purchased it. And now you want me to spend another $150 for a new one when other than a cracked screen, there is nothing wrong with this one!! No thank you!! Because the way I see it, if I am sleeping at night and happen to rub my fitbit up against my wood headboard, will it crack then too? And if it does, I will just have to buy another one.  Not gonna happen. I will definitely not be spending my hard earned money on any more fitbit products.

[Phelix]

I unfortunately had my screen crack this morning.  Contacted customer support.  Two emails and three photos later and on the dot three hours later I had an email confirming I would be receiving a new one under warranty.  I would call that outstanding customer service.  If you have further issues contact support directly and I am on the otherside of the world to the support head office.

[cab5599]

I have been in contact with support for 2 weeks. Basically told that they will give me 25% off a new one. That is not good enough. I paid $200 4 months ago for my Fitbit and now you want me to pay $150 for another one?  And you call that good customer support? 
According to wikipedia, the definition of customer support is a range of customer services to assist customers in making cost effective decisions. What about the solution they provided to me is cost effective?  Cost effective for Fitbit, yes.  But not cost effective for me, the customer. 
Sent from Yahoo Mail on Android

[Andyyc]

WHAT!! no way, how bad is the crack Phelix? How did you contact customer support?

---

@Phelix wrote:

I unfortunately had my screen crack this morning.  Contacted customer support.  Two emails and three photos later and on the dot three hours later I had an email confirming I would be receiving a new one under warranty.  I would call that outstanding customer service.  If you have further issues contact support directly and I am on the otherside of the world to the support head office.

---

[cab5599]

I only dropped it 2 feet and it cracked like I had stomped on it. I contacted them via their support email address from the website and they requested a photo. 2 emails later they finally tell me that they can give me 25% off another one.  After reading this forum, I see that many customers have had the same problems with the screens and it seems that half were given a replacement while the other was given only 25% off a new one. But what I can't figure out is what is the determining factor in which customers get replacements and which don't. Many cracks occurred while customers were sleeping and they still did not get replacements. Very bad customer support!

Not a durable product!

I will not recommend FitBit to anyone and will not be buying another one.

Moderator Edit: Format

[lachele]

Fitbit will do absolutely nothing if you call them. My screen cracked 2 weeks ago and they pretty much said that I was sol .

They will only give you a very small discount and tell you to buy another one!

Moderator Edit: Format

[Rich_Laue]

Have you read the warranty, a legal document that was agreed to, when creating an account. Link is at the bottom of every page. 

Last i checked if my car gets hit in an accident,  the manufacturer doesnt simply fix or repair it for free.

At the time of purchase fitbit does offer insurance, this may also be purchased straight from the insurer at a slightly higher cost