Can a Cracked screen be replaced

[SuefromSA]

Love my Fitbit but hate that my screen has cracked down the middle. I have not dropped it or done anything weird just put it in charge and woke up to a cracked screen. It seems to have warped and now I cannot read the time etc. still works and syncs to phone but cannot use it as a watch 😢 Seems to be a common occurrence with these watches. Can you get the screen replaced?

[Mellymo72]

No I've had it for about 2 years 🙄

[Hlgatrell]

I got a free replacement under warranty . Very good customer service, third
replacement, always happy with customer service

[Argilreath]

Thanks for your reply! I received another reply and someone is suing Fit
Bit!!

[SunsetRunner]

Exactly the same problem. Bought min in October 2018. Will not buy another.

[Mellymo72]

Wow

[Lizelle_V]

Wow - you need to share your secret and location/ jurisdiction.  Most people got offered 25% discount only under warranty and warranties differs from country to country. So if you're in Africa/ incapacitated (in hospital for example), didn't realize it's a defect - then you have no chance.

[Argilreath]

No Way! fitbit will lose a customer.

[SunsetRunner896]

Based in the UK and I had my Charge 2 for just over a year when I went on somewhere hot on vacation in summer 2018 and discovered that a crack was developing in the glass. On my return home I contacted Fitbit and got the usual runaround, including them having the nerve to ask me to email a photo of the screen, only to then give the standard response that I must have damaged it but that they would be really generous and give me the offer of a lifetime by giving me a replacement and only charge me 75% of what it should cost!!
Clearly this a problem affecting many if not all Charge 2's and yet Fitbit have the nerve to pretend that they are doing their customers a favour by offering this sham customer service. This is made all the more infuriating by the occasional happy-clappy faux-helpful messages posted here by Fitbit staff who aren't really here to help,  but only to engage in some intermittent PR for the company.
The crack has continued to develop to the point where parts of the glass are flaking off although the Charge is still working. I'll keep wearing it until it stops working and at that point I'll buy something else from another company. I will never buy another thing from Fitbit and I'll make sure to tell everyone I encounter to never buy a product from Fitbit, who have without any doubt the worst after sales customer service and complete disdain for their customers of any company selling anything that I've ever encountered. I truly hate Fitbit and that's a shame, because their gadgets could be so good, but their shoddy quality and abysmal treatment of their customers shows that they have nothing but contempt for anyone stupid enough to waste their money on a Fitbit product.  Good bye Fitbit.
 

[kingpenguin]

Its got nothing to do with the warranty, you know there is a problem with this product, you should do the right thing and replace all the faulty products and STOP selling products with the fault.

[kingpenguin]

Would be better if the product was fit for purpose

[kingpenguin]

This could be the reason their company share price has taken a hit from over $7 down to $4.35 in less than a year. At the present rate of decline this time next year there will not be any company to provide poor customer service

[kingpenguin]

me too

[SunsetRunner896]

Perhaps if, instead of rushing a huge number of different models to market, Fitbit focused on producing only a small number of well made products, they might not be in this mess. Instead, their stuff appears innovative but very badly manufactured, and their disdain for their customers is now coming back to bite them. I'll reiterate that I've never experienced such poor customer service from a company which has obviously been selling a product with a major defect. I hope they go out of business.

[Mellymo72]

Think I'll be looking elsewhere too.
They aren't going to do anything if people don't stop buying from them

[mmh11]

The problem with that is they ALL apparently have this problem.

[Mellymo72]

Recall, replacement or money back should happen

[SunsetRunner896]

If I knew than what I know now I would have insisted on that and reported them to the Consumer Rights people in the UK. When I first reported the fault it was over 12 months old but still within the statutory period in the UK. Basically Fitbit lied when they claimed that the cracked screen was damage due to my fault. They would have known at that time that it was a fault they were seeing on many Charge 2's, but they witheld that information and instead made out that this was because of physical damage that I'd caused. The Charge 2 is now over 2 years old and I suspect I'd now have no chance of getting it replaced without charge. I suppose I could take it to what is known as the small claims court here in Britain and probably win, but is it really worth the hassle? I'll get my satisfaction from never wasting a penny on another another Fitbit product and making sure that I warn off as many people as possible away from buying anything Fitbit by telling my story to them. Fitbit if you're reading this and fancy changing my mind, you know what you have to do. Replace this piece of unfit for purpose crap, with a new unit at no cost to me.

[jkwhitehead]

What good is contacting Support if all they are going to do is offer a 25% discount if you are out of warranty? I purchased mine in Feb 2018 and have 2 identical cracks where the charger attaches.  Contacted Support and I'm 4 months past my 1 year warranty so no replacement offered just the 25% discount.  Why would I want to spend $100+ on another product that will more than likely experience the same issue?

I have heard such great things about Fit Bit's Customer Support, but I am unhappy with the 25% discount.  I want a replacement for this fault product.  I might explore other tracking options.  

[RicardoFitbit]

Hello everyone! My apologies for the delayed response, your replies and updates are appreciated.

The new members of the Community Forums please note that the Charge 2 screen cannot be replaceable itself. so if you are having any issues please get in touch with our Customer support team for more information and details. 

Take in consideration that our Support team refer to our warranty policies when it comes to a replacement procedure, therefore, I recommend you guys to check them out first. Thanks for all the Fitbit that was provided, Fitbit is always striving to improve our products and services. 

See you around. 

[Tim4971]

Hi There,

Exactly the same thing has happened to mine today, what can I do please?