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?

[dbholish]

It is a shame its only warranted for a year when the cracked screen is a fitbit design/manufacture issue and not necessarily a user caused problem. Spontaneous cracking of the screen needs to be addressed if fitbit wants to build brand loyality and repeat, (i.e. upgrade) purchases.

[PSTARKWEATHER]

unfortunately even if you had the fitbit for ONE MONTH the screen is not covered, I spoke with a supervisor at FitBit "Michelle"  she said fitbit will not fix or replace a crack screen, she told me to read the warranty.  Screen Not covered!!! Even though there is thousand of customer with cracked screens, Fitbit will not fix or replace, That would mean they Know there is a problem and would have to do a recall. So they politely offer you 25% off a new one, if a fitbit only last a year before the screen cracks; I am not going to buy another one for $150. Hopefully losing customers will get their attention.

[a1smith]

I just read the "limited warranty" at the link provided by @RicardoFitbit and I can't find anything that says the screen is not covered.  I do see that materials and workmanship are warrantied.  Well, a screen material that won't stand the internal stresses created when the lithium ion battery pouch cell expands during charging and the workmanship (design) that didn't allow enough room for that expansion to occur without cracking the screen ARE covered.  Note that my screen and every other picture I've seen of a cracked screen shows a crack which is bulging outwards; that is not caused by the user bumping the screen into a door jamb, etc.  Or, a screen material that won't stand the stress caused by the differences in thermal expansion coefficient between the case and the screen is a materials and workmanship (design) issue.  So, both of the most likely root causes of the screen cracking ARE covered by the warranty.  

[Walker215]

This is my Fitbit, see the damage, it goes all the way around the outside

[PSTARKWEATHER]

I called several times even spoke with supervisor Michelle she said they would not replace a Fitbit with a cracked screen, I told her there are thousands of complaints and a few customers that we're engineers said they thought it was caused by heat from charger. She said all they would do for me is give me 25 percent off a new one.  Hope you have better luck then the other customer and myself

Sent from Yahoo Mail on Android

[Walker215]

Here are a couple more pictures of the damaged Fitbit

[LSBerlyn]

I was lucky as mine cracked in the two year warranty and got the pebble replaced without a problem.

however I have decided to try a new system called Myzone which is compatible with my leisure centre gym. As a new user not sure that it has all features of a Fitbit but much more fit for purpose. It is sad that I've had to make this decision but I am shocked at the response of Fitbit to the problem and that they carry on selling an unfit product. You probably won't see this message as this will be taken down.

[SRL96]

I thought I must have cracked it myself at work. I work in nursery and it gets some stick but after looking on fit bit sight I couldn’t believe how many people have experienced the same thing. I will be looking at alternatives when I totally breaks. Thanks for the reply

Sent from my iPhone

[Hatecharge2]

Seems very suspicious that the screen has cracked on everyone after 1 year usage, almost as if there is some sort of wear of tear issue after certain amount of hours.  As someone who has 3 other Fitbit and multiple family members who use Fitbit as well, this really leaves a bad impression.  It is one thing when this is an isolated incident but obviously it is a manufacturing issue.  Fitbit should stand behind their product and support their customers.  Was debating between a Versa or Apple Watch and this charge 2 incident made the decision very easy for me.  Bye bye Fitbit.

[rachylou]

Same - my first one cracked after 13 months but they actually sent me a new pebble. Then that cracked after 13 months. It is like it is set that way so you upgrade!

I won't be buying a Fitbit again. I need a $200 watch to last longer than 13 months.

[DonnaPolak]

Totally agree.  Nothing like bad customer reviews to ruin future business.Sent from my LG K10, an AT&T 4G LTE smartphone

[Argilreath]

My Fitbit 2 screen is cracked even though I take excellent care of it. What can I do?

[Cam0583]

Get another brand of watch as nothing can be done with screen, if your lucky to still be in warranty u will be offered 25% discount on a new one

Sent from my iPad

[Cam0583]

I would like to know if there’s a link with heat ( hot climate) or charging as they do get hot when charging. I had fitbit 2 along with around 12 others where we did weekly challenges all of us that summer went on holiday abroad ( we live in England) that year all are fitbits screens cracked jurying or just after our holidays, to much of a coincidence I think 

[dbholish]

It seems that a lot of people all of a sudden find their screens cracked.  There have been many people that have the problem after it's been charged (heat?) and others it just spontaneously cracks.  Either way, it doesn't seem that it has been anything anyone has done to cause the screen to crack.  Since Fitbit isn't stepping up to address the issue, most people say they are going to purchase another brand once their Fitbit finally dies or the screen cracks so much they can't see anything.

[Hilllary]

I’m on my 3rd charge 2 and each one has had a cracked screen in exactly the same place.  They’ve broken after 7 months, 9 months and 14 months.  I bought mine from John Lewis in the U.K. who offer a 2year warranty and they have replaced them for me....I’m just off there now to get my 4th one.  Unfortunately my sister who lives in Canada doesn’t get the same warranty so she’s living with a broken screen and my daughter has replaced hers twice too.  So that’s a total of 6 all with the same problem.  Come on Fitbit !!! fix this never ending problem or at least replace the watch screen when they crack because you know it’s a design or manufacture fault. Buyer beware 🤬

[Chriswindsor]

I bought mine in John Lewis too but they wouldn't do anything for me as
they said it was damaged, ie I had damaged it!

[Hilllary]

Oh dear you were unlucky!  If you ever buy another (and I don’t think I will) get the £10 insurance from John Lewis that covers accidental damage too!

[AlvaroFitbit]

Hello everyone. Sorry for the delay in my response.

As mentioned before the Support team does follow the guidelines listed in the warranty so if your device is outside the warranty period they won't be able to replace it. This is why they offer a discount to help customers in this situation. Still thank you for sharing your feedback. 

If any of you haven't contacted Support then please do so here.

Let me know how it goes.

[Hlgatrell]

Hi. I’ve been looking up cracked screens on the forum and I see I’m not the only one to have this occurrence. Cracked overnight when not worn. It worked still for a couple months but now it’s stopped working completely even after it was charged. This is a replacement for another Fitbit whose button failed. So i don’t have an invoice only a record of customer service emails. Is there any chance I can get a replacement. I really miss it!!