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?

[IanJS]

Well, I am understanding it as a 1 year warranty now which I am out of. However, 25% off a new watch to replace what is clearly a manufacture defect is a bit of an insult. I come from the QC/QA world and this is on them, not the consumer. Clearly something was missed in the design concept and testing of such. I really enjoyed this watch but I need to know that there is a company behind it. 

Now it cracked down the center too! It now has 3 cracks. Maybe wearing these watches is too hard on them. 

[Dreadhawk]

As we are still in the EU the warranty is 2 years, i contacted fitbit customer help and have had a replacement sent. 

Sadly i now expect the same to happen to this one in just over a years time, and from what ive read this wont have the same warranty level- so ill have to decide what tracker to buy then,

but the customer support were quick and efficient  

[ipankhFit]

same like mine

[ipankhFit]

I also had this cracked screen case. I woke up today morning and wore my charge 2 as usual as I was getting ready for my office and noticed a cracked screen right on center, as you can seen many many customer has already reported the same. my Charge 2 cracked apparently for NO reason. as many other reported, charge 2 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. please inbox me personally with replacement as I am really in between choosing Versa VS Apple watch

[RicardoFitbit]

Hello guys! I'm happy to continue providing assistance with your Charge 2 concerns, my apologies for the delay in responding your posts. 

Thanks for taking the time to share your thoughts and personal experience with your Charge 2 devices and our warranty policies, I totally understand how frustrating this situation can be for each of you. My best advise will be to refer to my previous post for more information and details regarding this situation.

To summarize my previous post, the screen of your Charge 2 cannot be replaced nor repaired so if you are having difficulties with it, please get in touch with our Customer support team. Also, you can contact me directly and I'll gladly create a ticket for you guys to receive further assistance with our Support team.

For the ones who already contacted them, take in consideration that our Support team refer to our warranty policies when it comes to damaged hardware, therefore, please check our policies here for a better understanding of the outcome of your cases with them.

See you around. 

[LSBerlyn]

It is so sad that all we get is the warranty policy information and support desk told to us.

Since I joined the forum there have been hundreds of complaints. I'm lucky as living in UK with a two year policy mine was replaced.

However by now I would have expected something official from Fitbit.

The warranty policy is good if the goods are not fit for purpose or there is a known fault.

Sadly I will wear my replacement until it stops working or cracks and then I won't purchase any more Fitbit product unless this whole issue has been resolved.

[Hazeltomo]

I’m in - keep me updated and let me know if I can assist - good on ya!

Sent from my iPad

[Hazeltomo]

Good on ya! I’m with you, let me know if I can help and keep us updated- thanks 

[Sydnee]

Thank you for your thoughtful response. I look forward to hearing updates!
This is my email address for your records.

Most sincerely,
Sydnee Bagovich
--
Sent from my phone. Please pardon the brevity.

[Hazeltomo]

Damaged hardware! That is an insult, it is not damaged, it’s defective a major difference. Fitbit are knowingly still selling defective, products with known faults without a conscience it seems!
Really should be some action taken.

Sent from my iPad

[Vibeke]

Sounds just like mine, Manged to get the first one replaced after a year because I had taken a product care insurance. This was 12 months ago, and the new one cracked not long after, today I noticed it has 2 cracks. I feel the problem is due to the curved screen. 

Is this only a problem with the Charge 2, or do other fitbits have the same problem? I have had many Fitbits in the last 6 or 7 years and this is the only one that have had a cracked screen. 

I'm almost 76 so don't do anything crazy. 

Vibeke Friis

[Barbieq59]

Based on what I'm reading,  the charge 3 is doing the same thing.  So I'm just waiting for mine to crack.  I bought my charge 3 about 9 months ago when my charge 2 cracked.  At the time I had not yet found this forum or I never would have.  My 2 was a couple of months past the warranty as happened to hundreds of people and all they offered me was the 25% discount.  This again was after I had bought the 3. So I'll just wait until this one cracks and will never but another Fitbit as they know this is a defect and they don't stand behind their dedicated customers. 

[ReneeSAPM]

I also had the C2 crack! Bought a C3, & sadly, it was not at all accurate
at counting flights! The company did send a replacement, & that one was
even worse! Thought about keeping it & just setting my flight goal to 1(
seriously, it could take 20 trips upstairs to get 1 flight recorded), but
after my issue with the C2, I just sent it back. Sadly, I have ordered
another tracker from Amazon. I hope it has fewer issues, but I will miss
the Fitbit that I first purchased, before the crack.

[Cam0583]

Not just Fitbit charge 2 google charge 3 cracked screen

Sent from my iPhone

[Cam0583]

I also bought charge 3 after my charge 2 cracked it’s ok at mo as had it 7 months just waiting to c if it happens on this As it’s happening to a lot of charge 3

Sent from my iPhone

[SunsetRunner896]

After soldiering on with a now very badly cracked display on my Charge 2 for just over a year, the expected finally happened and the display has now started to pack in, with the top of it no longer displaying information and it's become unusable except through the phone app. Treated myself to a nice Garmin Vivoactive 3 Music today and hopefully if any problems they'll treat me better than Fitbit. I'll be wearing my Fitbit for one last full day tomorrow along with the Garmin to compare the readings and then the Fitbit will go in a drawer never to come out again. I'll then be downloading my data, deleting my Fitbit account and instructing Fitbit that they no longer have my permission to hold my data and telling them to delete it. Sad really.

[jennyb06]

Thats EXACTLY how mine looks.....it jist spontaneously developed a crack....

[Dtcalbrown]

Thanks for the update, been thinking of going to the Apple Watch anyway, so just stepped up the process.  Too bad Fitbit chose to not stand behind their faulty design.  Some might consider that to be deceptive business practice

Moderator edit: Word choice 

[SunsetRunner896]

For what it's worth I strongly suspect the problem is that the glass...which appears to be some bonded plastic thing, is sensitive to high heat, such as you'd get if you're out in the sun for a long period or sunbathing. Mine cracked while I was sunbathing on holiday. Categorically not impact damage of any sort. Never knocked or dropped. They could easily have fixed the issue and their ongoing liability problem by:

1.  Replacing without quibble all units which currently have cracked displays at no cost
2. Issuing a notification to all registered users....and you have to be registered or the device doesn't work….warning of that heat sensitivity and telling people that leaving the item exposed to direct sunlight for any period would invalidate the warranty. That would have protected Fitbit against ongoing future liability.

That would have been problem solved, but instead they chose to display contempt for their customers. What they've not understood that we are were their customers by our choice, not theirs, and it's now my choice and that of many others to spend our money with other companies which do care about their customers.

Moderator edit: Format 

[Dtcalbrown]

Fitbit,Please consider doing the right thing, step up and own your manufacturing defects regarding the splitting crystal.  This act of turning your back on this known flaw is despicable.  You’ve ripped off so many people and made little to no effort to rectify the problem.  Your PR execs should all be fired!Gary B.

Sent from Yahoo Mail for iPad