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?

[kingpenguin]

Hi - Just got off the tele with customer service - I’m in the EU there is a 2yr warranty here - they have offered 50% off any new fitbit or a replacement with screen problem identified and and rectified - think ill except replacement and hope the problem is sorted

[LSBerlyn]

Just the pepple.



Sent from my Samsung Galaxy smartphone.

[BrianDuke]

I just picked up the Garmin Vivosmart today.   Unlike the Fitbit Charge 3, their O2 sensor is actually WORKING.  The stress feature in the Garmin app looks interesting also. 

My plan is to grab the next iteration of the Garmin Fenix watch with the O2 sensor when my budget allows.  

[TioPatinhas]

i have my Fitbit cracked like that

[AlvaroFitbit]

Hello everyone. Sorry to hear about your Charge 2 damaged screen. If you are having any issues like this please let our Support Team know so they can review it and provide options. Also check the warranty details here.

Let me know how it goes!

[Baritone05]

Thank you for the reply, but it's apparent from the dozens of remarks on this thread alone that Fitbit has a known issue, the resolution of which is to have consumers spend more money on new products. That's unacceptable. If there were all unrelated issues, I'd understand, but to have everyone's devices break in the exact same manner, that's more than coincidence. My wife and I both bought ours at the same time. Her Charge 2 has the exact same screen cracks as mine. 

[LSBerlyn]

I think your comments are unacceptable. I am one of the lucky ones as I had a free replacement as mine was still under warranty. The charge 2 should be off the market and replaced with a product that is fit for purpose. All customers with the Charge 2 should have automatic free replacement with an updated model that is not likely to crack.

[jjfgiggg]

Sorry, I feel I am being kind to mention the canned answers are increasingly frustrating. Customer support can’t or aren’t doing much to fix this. I understand the cost/ benefit to losing a few customers may not look like much at this point, but it is bad business. This will eventually undermine a business at several levels if it perpetuates to the way other known defects are handled. This not only hurts customers, but also the employees who lose faith in the way their company operates. It’s a known defect that unfortunately could potentially cost a great deal to correct; and I understand that. I guess at this point you choose what a company’s integrity is worth. Wish there was a viable solution being offered.

Good Luck,

Jason

[Ngawildflower]

I could not agree more, Jason.


Sent from my Verizon, Samsung Galaxy smartphone

[Ngawildflower]

I TOTALLY agree!


Sent from my Verizon, Samsung Galaxy smartphone

[Hokiemule]

FYI to all, the Garmin Vivosport is on sale at Best Buy this week (week of Jan 8, I received the notice today). It's $30 off, so the total price is $139.99 (plus tax, of course). 

Ordering mine today. 

[Ivafit]

Just wait until your second face cracks and it will be out of warranty and you out of luck, just like it happened to me!

So don't talk about what is and isn't acceptable!

[LSBerlyn]

Like everybody else I won't use Fitbit again. The only reason I went with them as when I was with Weightwatchers the fitness linked in with the WW app.

Once my second screen goes I won't use Fitbit again. What is unacceptable is that warranty length of time is different depending where you live. I didn't know that until I read the guarantee. When mine cracked I didn't know about this community so I didn't realise it was a big problem. 

[Ps403]

Exactly same crack with no reason.

I’m surprised that many people are having same issue but Fitbit didn’t do anything about it, maybe no Fitbit any more.

[YojanaFitbit]

Hi everybody, thanks for sharing your feedback.

As recommended before, please continue working via email about this, I know that support can provide you with a solution, since they have all details of each case. If you don't have a case open please let me know so I can give you a hand with that.

Let me know if there's anything I may do to assist you in the meantime. 

[BrianDuke]

Is Fitbit going to extend support dates for replacements due to this
defect? Otherwise, sending an email seems futile...

[Barbieq59]

So you can't have freedom of speech on this site???

Wow.      

Moderator edit: Merged replies

[runnermanSTL]

I have a charge 3 and would like my screen replaced.  It got scratched really bad and does not buff out.  Thank you.  Dr. Drake

[LeilaF]

Hi there, I bought a forbit 2 this summer. Love it, but the screen cracked and I'd like to know how to go about getting it replaced. Im located in Norway & the shop I bought it in asked be to contact the manufacterer. 

Thanks! 

[nduddy]

They will offer you a discount on another defective item.  Not nice!