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?

[Barbieq59]

Just look at their grammar/ English in their response.  They also need some proof reading and control on what goes out. 

[Ron1980]

@HeydyF while i can appreciate

"For those who already contacted our team and their response didn't meet your expectations, let me tell you that we really into consideration every of your feedback and comments. Our team is always working in order to provide the best products and services."

For a five day old $250 device that you refuse to cover?  That's insane.  This response tells your customers you do not care.  And you will lose all of them when you show this kind of indifference.  But I suppose its good to serve as a warning to others what kind of company this is, and how they don't stand behind their products.

[Anne2525]

Bad grammar often results from voice recognition. I see this all the time. It is not the person, but rather the voice recognition they are using. A lot of people work from their phones. 

[Barbieq59]

Voice recognition or not (which I don't believe in this case), is no excuse for not proof reading before hitting the submit button.  This is not professional at all. 

[clarochelle]

me, too

[Jazzyfit2018]

How?

[ErickFitbit]

@Ngawildflower @Amishsteve @Ron1980 I have just sent you a private message to gather some more information to make sure that our Support Team follows-up with your email ASAP to get you a resolution. Please check your community profile inbox when you get a chance so I can make sure someone provides you with further assistance as quickly as possible.

@BrianDuke @Hemraj @clarochelle I have reached out to our Support Team and they've confirmed that someone will be reaching out to you within the next 24-72 hours to provide you with a resolution. I recommend keeping an eye on your email inbox for the email address linked to your Community profile. Keep me updated on how that communication goes as I want to make sure that you are able to reach a resolution. Thanks in advance for any updates.

@Kasavavi I appreciate your candid feedback and will make sure to pass it along. Have you also experienced an issue with a cracked display on your Charge 2? If so, I will be happy to reach out to our Support Team so they can verify your warranty status with us. Please let me know if you're having the same issue so I can get someone in touch with you soon.

@TboneAZ @Anne2525 @Jazzyfit2018 I was able to confirm with our Support Team that they have provided you with a discount code via your support case with us. I wanted to clarify that your device was out of warranty per our limited warranty period. If you have any questions about that, you can read more information about our limited warranty period here.

@Cam0583 Sorry to hear about the crack on your Charge 2's screen. That is not expected behavior and I don't expect that your Charge 3 will have a cracked screen with normal wear and tear. If you run into any issues with the Charge 3 feel free to reach out to us here so we can get you some 1:1 support as quickly as possible.

@Amishsteve @BrianDuke @Barbieq59 I am the supervisor of the team member who's grammar you are writing about; be assured that this feedback has been passed along and our team member will be coached on this. 

I also want to make sure that you have read our Community Guidelines to make sure that your posts adhere to our Community Guidelines as we want to make this a place where everyone feels comfortable about sharing their experiences.

[Ron1980]

Thank you .   I messaged you and included a copy of our transcript with the support agent.

Georgina (12/29/2018, 8:50:39 PM): Hi  Christine, My name is  Georgina.  How can I help you?
Me (12/29/2018, 8:51:54 PM): Hi Georgina, I received a new fitbit versa for Christmas and immediately put a screen protector on it. I just looked down about five minutes ago and my screen is cracked. I never even hit it off of anything and the screen protector has been on it before I even put it on my wrist for the first time
Georgina (12/29/2018, 8:52:40 PM): I hope you’re having a good day. It will be a pleasure for me to assist you today in regards your Fitbit Versa cracked screen.
Me (12/29/2018, 8:53:08 PM): Thank you, I was, but now I'm devastated
Georgina (12/29/2018, 8:53:28 PM): I want to bring to your attention that we do not recommend or sell screen protectors because may cause issues like this.
Georgina (12/29/2018, 8:54:56 PM): Did you set up the watch to a Fitbit account?
Me (12/29/2018, 8:54:59 PM): Yes
Georgina (12/29/2018, 8:55:20 PM): May I confirm the email address associated with your Fitbit account?
Me (12/29/2018, 8:55:25 PM): It's not with the email I put on the chat though. It's -----redacted------
Georgina (12/29/2018, 8:56:57 PM): Thank you for the information. I'll take a moment to review our system and I'd appreciate that you can bear with me while I do so.
Me (12/29/2018, 8:57:07 PM): Sure, thanks
Georgina (12/29/2018, 8:58:47 PM): You're more than welcome, thanks for holding , I was able to find your account.
Georgina (12/29/2018, 8:59:22 PM): Could you please confirm me your country of residence?
Me (12/29/2018, 8:59:27 PM): United States
Georgina (12/29/2018, 8:59:50 PM): I highly appreciate the details provided, please allow me a moment while I verify your available options, I'll be right back.
Georgina (12/29/2018, 9:01:58 PM): Thank you so much for waiting, I'm afraid that our warranty does not apply to a Product or part of a Product that has been serviced, altered, refurbished, or modified by anyone who is not authorized by Fitbit, nor does it apply to any cosmetic damage such as scratches and dents like the one you currently have.
Me (12/29/2018, 9:04:20 PM): This unit is 5 days old. I'm sorry, but I can't believe that. I will be sharing this with all of my friends and family, who are all currently waiting to see how I like my new fitbit before buying theirs. I really disappointed in this customer service. I've heard others say how fitbit goes above and beyond, but that's obviously not true.  
Georgina (12/29/2018, 9:04:38 PM): I put myself in your situation, and I imagine why this may not be an expected solution.
Georgina (12/29/2018, 9:04:50 PM): As much as I want to offer you a replacement, I'm unable to do so since I don't have the authority to do so.
Me (12/29/2018, 9:05:24 PM): Can I speak to someone who does? This is absurd. I never look for handouts, but my unit is brand new and already cracked. I didn't even do anything that would have cracked it.
Georgina (12/29/2018, 9:06:04 PM): I'll be more than glad to transfer you to my supervisor, please bear with me a minute while I do so.
Me (12/29/2018, 9:06:17 PM): Thank you very much. I appreciate your assistance
Georgina (12/29/2018, 9:08:02 PM): You're more than welcome!
Lunsdale (12/29/2018, 9:08:46 PM): Hi  Christine, My name is  Lunsdale.  How can I help you?
Me (12/29/2018, 9:09:54 PM): Hi Lunsdale. I'm just extremely disappointed that I'm being told that my device that is now cracked after 5 days will not be covered by warranty because I tried protecting it with a screen protector (which I did not see any instructions not to use anywhere with my device).
Me (12/29/2018, 9:10:25 PM): I did not even partake in any activities that might have broken it.
Lunsdale (12/29/2018, 9:10:47 PM): Hello Christine, I hope you are doing great.
Me (12/29/2018, 9:10:57 PM): I was doing great before.  
Lunsdale (12/29/2018, 9:11:00 PM): Thanks for all those details.
Me (12/29/2018, 9:11:03 PM): I'm a loyal fitbit user
Me (12/29/2018, 9:11:09 PM): Always have been
Me (12/29/2018, 9:12:35 PM): It takes a lot to get me upset and I'm sorry, but I loved this and it was my only requested Christmas present.
Lunsdale (12/29/2018, 9:12:48 PM): Thanks for all the details.
Lunsdale (12/29/2018, 9:14:23 PM): Christine, I definitely get your point. As much as I would like to go ahead and replace your watch, we are unable to replace it.
Me (12/29/2018, 9:15:44 PM): I'm just in disbelief. You've lost yourself a lifelong customer and I will not be recommending you to anyone, including the 4 people that were waiting to see how I liked my new versa before purchasing their own. Is this product so poorly manufactured that a protective cover can cause malfunctions?  
Me (12/29/2018, 9:16:39 PM): I'll also be sure to share this information on Social Media so my 580 followers can also see the quality of this customer service.
Lunsdale (12/29/2018, 9:17:34 PM): I completely understand how you may feel.
Lunsdale (12/29/2018, 9:18:16 PM): We don't recommend screen protector.
Me (12/29/2018, 9:18:23 PM): No, you don't. You don't understand that my husband spent very hard earned money to get me the one gift I requested. The one and only. And now I have a cracked screen after 5 days.  
Lunsdale (12/29/2018, 9:18:37 PM): I truly apologize that we cannot replace the device.
Lunsdale (12/29/2018, 9:19:38 PM): I know where you are coming from. I apologize for the overall inconvenience.
Me (12/29/2018, 9:20:19 PM): Well, the inconvenience of helping me will end up costing you much more when others don't buy because of my review. Thanks anyway.
Lunsdale (12/29/2018, 9:21:59 PM): Christine, we very much appreciate your feedback.
Lunsdale (12/29/2018, 9:22:10 PM): We are constantly improving on our products.
Lunsdale (12/29/2018, 9:22:31 PM): The best option we can offer you is a 25% discount.
Me (12/29/2018, 9:23:14 PM): I don't need that because I'll never be buying another one of your products again.
Me (12/29/2018, 9:23:25 PM): Besides, the price we paid was 25% off
Lunsdale (12/29/2018, 9:24:42 PM): I understand.
Lunsdale (12/29/2018, 9:24:53 PM): We apologize for the overall inconvenience.
Lunsdale (12/29/2018, 9:25:04 PM): Is there anything else we can help you with?
Me (12/29/2018, 9:25:35 PM): Can I ask where the recommendation to not use a screen protector is? I must have missed it.
Lunsdale (12/29/2018, 9:26:23 PM): We don't have this available on our site or on the box.
Lunsdale (12/29/2018, 9:26:42 PM): Nonetheless, I'll escalate your concern for further review.
Me (12/29/2018, 9:27:12 PM): So how in the world was I ever supposed to know this?!?! This is absolutely through no fault of my own at that point.
Lunsdale (12/29/2018, 9:27:39 PM): My apologies once again for the issue.
Me (12/29/2018, 9:28:12 PM): I look forward to hearing from someone, especially now knowing that I did nothing wrong since there was no information ever even printed on such a ridiculous recommendation.
Lunsdale (12/29/2018, 9:29:51 PM): Thanks, We will follow up on this via email.
Lunsdale (12/29/2018, 9:30:06 PM): Thanks for your time and have a great night.
Me (12/29/2018, 9:30:13 PM): You too, thanks Lunsdale.
Lunsdale (12/29/2018, 9:30:21 PM): To end the conversation, click "end chat".

[MariusSA]

My screen cracked vertically and now eventually disintegrated. On full charge my battery lasts 15 min. Bought my Girlfriend a Charge 2 and her screen cracked in the same place after 2 months. Has Fitbit replaced anybody's Fitbits ?

[Stoop]

Both ours cracked within the warranty period and we both got refurbished replacements.

Fitbit know that the charge 2 has an inherent problem with the screen and if you kick up enough fuss they will replace it for you.

Try their twitter and Facebook pages.

[Barbieq59]

They will only replace it if it is under warranty.  Otherwise they just offer you a discount on another Fitbit.  If you read all the posts,  that is the general consensus.  And if you post negative comments,  they get removed and you receive a "personal" message from them.  We've all tried. 

[Stoop]

The only thing left to do is not to buy from them again and let your friends know why.

[Chriswindsor]

They sent me another pebble but not tried as I upgraded to a Garmin! Far
superior!!

[Amishsteve]

And indeed you are!

[Amishsteve]

Totally agree.  I also viewed our comments as helpful insight.  Apparently not.

Where is the logic of replacing something w/ a known flaw?  Just delays the inevitable.  

How long until this post is pulled??!

---

@TboneAZ wrote:

Me too. I posted a link to an article about the crack and they removed it. They said it was inflammatory. And they keep telling me I have no right to complain since I’m out of warranty and they made me a fair offer. If only they actually read the posts. I’m asking for the defect to be fixed, or the unit replaced. But they will not admit there is a defect. 

---

[ErickFitbit]

@Ron1980 Thanks for the response, I have replied to you via PM. 

@MariusSA I have reached out to our Support Team who has created a support case for you and will be reaching out to you via the email address associated with your Community profile with further instructions so they can review your warranty status. Keep me updated on how that goes.

As for your girlfriend, she will need to reach out to the team on her own, for her own privacy safety, here.

@Stoop @Barbieq59 If you're under the limited-warranty period, you should receive a replacement unless your device was somehow altered prior to the warranty claim.

@Barbieq59 @Amishsteve @TboneAZ If you have yet to read the Community Guidelines, I suggest doing so before continuing to post as community privileges can be revoked for negligence to adhere to those guidelines. Posts are only removed from the forums for failure to adhere to one of those guidelines.

[Ron1980]

To close the loop and state factual information on my wife's Versa that cracked after 5 days.  They continue to say the clear plastic sticker (screen protector) voided the warranty.

So, nothing more I can do but share my story with anyone and everyone who will listen... And I will!

[BrianDuke]

So two days ago they said they would open a case for me. No one contacted
me except by email to offer incorrect information about what is happened
with my Charge 2 (horizontal crack, really!?!). The person did say below "it
is the vertical crack across the screen which is usually reported to us. In
line with that, we acknowledged the issue and are working hard to improve
our products and services". With zero to little homework, the person
should be aware we are all talking about the same vertical crack here.

This morning, I received an email my case was closed. Par for the course
for their support team. And now I have an email to fill out a customer
support survey... To what end? A public forum is much more satisfying.
🙂

Here is the full email where the response is either clueless, or clueless
with a purpose:

"We appreciate the feedback you posted through the Fitbit community
regarding the cracked screen incidents of the Charge 2.

Just to share with you, we rarely receive cases that have horizontal cracks
across the screen, it is the vertical crack across the screen which is
usually reported to us. In line with that, we acknowledged the issue and
are working hard to improve our products and services.

You also mentioned that your Charge 2 has a crack on the screen, feel free
to contact us again so we can check for options on this concern.

We hope this helps. Should you have other questions, let us know.

Sincerely,

Francis Jude F. and the Fitbit Team"

[Vlnmama]

My charge 2 screen also cracked for no reason!  I got it 15 months ago!

[Ivafit]

what kind of offer is to replace (within warranty) defective unit with another one that also cracked just when I was past my original warranty, then offered me 25% off the unit, if I bought it from their undiscounted, site! 25% is just about the amount of the taxes and where is the time lost in trying to get what you paid for, i.e uncracked working unit! And there are so many people just on this site alone  with the same problem, but they never admit there is anything wrong!!!