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?

[Tim4971]

Many thanks for this, I will do!

Regards

Tim Cook

[Hackedoff]

I've twice had a cracked screen which resulted in me having to get a new device. Both times I was in very hot locations - walking in Greece and in Namibia. I don't think the black screens can cope with high temperatures - a design fault.

[SunsetRunner896]

Totally agree. Mine started to crack when I was sunbathing in Tuscany. Never been dropped or had an impact but Fitbit denied the screen could crack on its own. Liars.

Sent from my iPhone

[Mellymo72]

I've had my fitbit for 3 years and bought it from Tesco's. I still have the
receipt.
The screen cracked after being in a hot country, and after seeing reports
on the forum it seems to be the same as other people, so obviously it's a
flaw in the screens you are using.

[barbygal]

Contact customer services and arrange a replacement if it's still in
warranty.

[dbholish]

For 99% of the people having this issue their Fitbits are out of warranty...usually by only 6 mo or so. Fitbits answer is to call customer service and the result will usually be...if you check the warranty you will see the screen isnt covered...and they will typically offer a 25% discount. Most if the people plan on purchasing another brand once the cracked fitbit stops working. Unfortunately Fitbit doesnt seem to be taking in the high cost of new customer acquisition. In the end, Fitbit loses.

[Sullychris]

Both myself and my daughters charge 2 screen cracked down the center in Hawaii. Maybe the heat, but thought it was the flight? They are both past the warranty so guess we’re out of luck. Fit needs to look into the design or problem. Sounds like this happens a lot!

[Kls8479]

It’s funny that is question is marked as solved when it is in no way solved. I’m in the cracked screen club too. 

[RicardoFitbit]

Hello again! It's a pleasure to provide information related to your screen difficulties. 

Sorry for the inconveniences experienced with the Fitbit products, I want to thank all of you for the time you took to share your thoughts with us. I assure you that we take in consideration all the feedback our users provide and we're working everyday to improve our products and services as previously mentioned.

As a friendly reminder, you can always check our Returns and Warranty policies to understand better the response from our Support Team. As they mentioned to some of you, the warranty is 1 year from the date of purchase, except that if you reside in the European Economic Area (EEA) and you purchased your Fitbit product in the EEA, the warranty period is 2 years from the date of purchase. Also, please refer to me previous post for more information.

I'll be here. 

[MonikaDu]

Hi, I got the same issue, screen cracked and I don't know how. Can it be replaced? Thanks

[SunsetRunner896]

@RicardoFitbit I live in the UK and so had a 2 year warranty. When I first contacted Fitbit support about this my Fitbit was over 1 year old but under 2 years old, but Fitbit denied that it was a fault and told me that I had damaged the glass myself and refused my replacement under warranty even though they will have known about the faulty glass issue due to the many people complaining about it. They instead offered me a new Fitbit at 75% of the full price which IS NOT a warranty replacement. In any case why would I want to pay anything for another identical item with the same potential flaw?

I am now outside that 2 year warranty period having been cheated out of a free replacement by being lied to by Fitbit support. How do you think I should feel? And what purpose would contacting Fitbit support now serve?

[SunsetRunner896]

There is no apparent way of replacing the glass, as to whether Fitbit will replace the whole item free of charge it depends on whether you are under warranty and whether they have stopped lying about this not being a faulty product issue and have started to accept their responsibility as the supplier/manufacturer. If you are within warranty I suggest you contact their support, tell them it's a known issue and demand they replace it free of charge. If it's out of warranty I suggest your either live with the crack as I've been forced to do, or go and buy a fitness tracker from a different manufacturer which actually values it's customers. I certainly wouldn't accept any offer to buy a replacement from them at 75% of the full price.

My current Fitbit was my second Fitbit and so you might regard me as a good returning customer. However Fitbit have managed to now ensure I'll never buy anything from them again and will tell others not to either.

[SunsetRunner896]

Almost certainly the heat SullyChris. That's when mine cracked. I was wearing it while on summer vacation in Italy and after a day out in the sun I noticed a crack start to appear which grew and grew.

I wouldn't buy Fitbit again as they don't seem to care about customer retention or satisfaction.

[Mellymo72]

It's 3 years old

[Jo56]

Seems with so many complaints that Fitbit would have a better solution for the consumer, very disappointed. Clearly a defective product. While I do love my Fitbit I don’t love the cracked screen! I will not be purchasing another. Looks like Apple  makes a nice product!

[AlexanderMorga]

Very nice

[poonam.ps80]

Yes, I have a similar crack on my fitbit charge 2. Wonder if this can get replaced?

[dbholish]

If it's more than a year old, you're out of luck.  Fitbit's warranty is only 1 year.

[Mellymo72]

I know.
Hubby has bought me a new one for my birthday, left it in the box and I
think it'll be going back and I'll get another make as I really don't trust
it

[Paulaviki]

I bought my charge 2 on 08/07/17, first screen cracked within a year so they sent me a new one. New one has now cracked but I’m now out of warranty. Clearly a fault in the product design and really disappointing. My husband has now bought an Apple Watch instead and I’m tempted to buy a different brand as I can’t trust Fitbit not to crack again. 

They should really repair or replace the cracked screens as it’s a known issue, but they want us to buy the newer models instead!