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?

[nculjojo]

My charge 2 was a gift for Christmas in 2016. The strap buckled and screen cracked too during hot weather in France July 2017, there had been no impact and it was within the warranty. When contacted fitbit replaced the strap but not the fitbit or screen.

My charge 2 has now lost the bpm function and therefore the sleep tracker facility.

I had been given 25% discount as 'a valued customer'- so wish I checked this forum before taking up the offer.

Charge 3 on its way to me. Fingers crossed it will be okay. I loved my fitbit for the first six months.

[202]

There is a girl who used Sally Hansen Hard As Nails® nail polish to repair the cracked screen on her Charge2.  She said it worked but the thicker the polish the more the tap sensitivity is lost.  She thinned the nail polish with a non-acetone nail polish remover until the solution was smooth. 

https://community.fitbit.com/t5/Charge-2/Screen-repairs/td-p/1866778

[Cam0583]

Omg resource full, but a shame she had to resort to those measures on a product

Sent from my iPad

[Ravengirl]

They told me they couldn’t replace the screen; that I had to buy a new one.
I said absolutely not.
--
Do Not Judge,
You Don’t Know What Storm
I’ve Asked Her To Walk Through.
God

[marybeshay]

I am a customer myself. I don't work for Fitbit obviously! My first post
was to complain about the same thing.

[marybeshay]

Hi

It would be great if you are able to share the solution with the wider group. As you can see many people have had the same problem.

Thanks

[RicardoFitbit]

Hello again guys! I'm here to help. Welcome aboard @KacperPrymicz @CrystalA1122 @nculjojo. I'm glad to see you again participating in our forums  @PSTARKWEATHER @Ravengirl @202 @Cam0583 @marybeshay, thanks for your replies and updates @sancreus @DonnaPolak. My apologies for the delay in responding. 

Sorry for the inconveniences some of you experienced with the Fitbit products and I want to thank all of you for the time you took to share your thoughts with us regarding our Charge 2 device and our Customer Support team, your feedback and comments always help us to improve our products and services. 

As a friendly reminder, you can always check our Returns and Warranty policies to understand better the response from our Support Team. 

@KacperPrymicz I'd like to let you know that our Support team was contacted on your behalf to receive further assistance regarding your Charge 2 display difficulties. I recommend you to keep an eye to your email, they'll be contacting you soon. In the meantime, let me know if your have any additional questions.

I'll be here, your understanding and patience are appreciated. 

[DaveG55]

I know have the same problem. Cracked all the way. I’ll use it till it stops. Then go back to a normal watch. One that’s reliable. I’m not a believer in throwing good money after bad. It just a shame that Fitbit won’t own up to the fact that there is an issue. So many Charge 2 cracking isn’t a coincidence. Cmon Fitbit, own up and do the right thing!

[PSTARKWEATHER]

I will never buy another fitbit, they contacted through this thread and said they would make contact with me, I never heard a thing. I contacted Costco and wrote a bad review asking Costco not to carry their product. Costco refunded me my money which I did not expect since the fitbit was over a year. I showed customer service at Costco the responses from other fitbit customers and fitbits reply that they would not cover a cracked screen, Michelle fitbit supervisor says on their warranty even if you had it one month NOT COVERED. Michelle the supervisor offered me 25 per off a new one or 45% if I bought a the more expensive fitbit.  Really, why would anyone in their right mind give this company another dollar if this is their attitude. They have a defect on their screens... own up to it... DO THE RIGHT THING.. OR lose future sales.

[DaveG55]

For me I will not replace, at least not with a Fitbit. Loyalty comes with a reliable product, hassle free and 100% satisfaction. Unfortunately it appears that our loyalty doesn’t result in customer satisfaction. I had considered purchasing for my family but based on this, definitely not. I’m a firm believer in voting with your feet and in this case there are good alternatives out there of which Garmin are one. Fitbit need to remember, it’s easy to loose a customer but very hard to get back and that their product is not that unique and there is choice out there. 

[marybeshay]

Does charge 3 crack as well?!

[a1smith]

@marybeshay 

Go to the Charge 3 forum and search on "crack" to get your answer from many other people.

[marybeshay]

Thank you for your reply. The customer support didn't contact any of us it seems, certainly not me.

I don't think reviewing the warranty has anything to do with a faulty product. This is not one or 2 people who hit their hand against the wall and now want a screen replacement. We all have the same crack in the same place resulting from the same normal activity of charging the Fitbit charge 2!

Apologies but your response is not relevant to the conversation. 

[tescliff]

good idea
I don't tweet too often but I can do this

[DonnaPolak]

Yes.  This is what I am hearing.  No more fitbits for me.Sent from my LG K10, an AT&T 4G LTE smartphone

[DonnaPolak]

Amen!Sent from my LG K10, an AT&T 4G LTE smartphone

[RicardoFitbit]

Hello again, welcome aboard @DaveG55. It's nice to see you around posting in our Community Forums again @a1smith @tescliff, also. thanks for your replies and updates  @PSTARKWEATHER @marybeshay @DonnaPolak.

Thanks for the updates regarding the difficulties that were experienced with your device. The feedback that was submitted in your posts are appreciated. please refer to my previous post for more information and details.

Please let me know if I can do anything else for you guys. 

[sancreus]

Dear Ricardo,

The company’s response to this problem shared by a ton of people is unacceptable. A 25% discount on a new device is not only unsatisfactory, it’s upsetting your customers away from your product. There is a lot more you can do if your company is serious about retaining thousands of customers with the same problem.

Best,

[PSTARKWEATHER]

---

@sancreus wrote:
Dear Ricardo,

The company’s response to this problem shared by a ton of people is unacceptable. A 25% discount on a new device is not only unsatisfactory, it’s upsetting your customers away from your product. There is a lot more you can do if your company is serious about retaining thousands of customers with the same problem.

Best,

---

Yes, Ricardo, you and your company is full of **ahem**, this is the second time you claimed you were going to look into problem with fit bit cracks screen and here we are no where

[Ravengirl]

And when I researched the new Charge 3 the screens in those ones are
cracking too. Sadly I’ll never buy a Fitbit again.
--
Do Not Judge,
You Don’t Know What Storm
I’ve Asked Her To Walk Through.
God