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?

[seppie]

They sorta did admit it, with the charge 3 

durable, lightweight design

With aerospace-grade aluminum, a smooth-flush case and Corning® Gorilla® Glass 3, Charge 3 is comfortable and durable.

Moderator edit: all-caps

[Socialm]

Agree

Sent from my iPad

[HeydyF]

Hello guys! I hope you are doin' fine today! 

Sounds bad that you are not having the best experience with Fitbit products. I'm sorry to hear that your Charge 2 screen is cracked. Let me tell you guys, that here at Fitbit, we use the best materials for these fitness trackers since they should last heavy and sweaty workouts. 

On the other hand, I want to thank all of you who took the time to contact our Support team for further help, they always try to offer the best option to get you back on track based on the warranty of each of you. 

This has not gone unnoticed and be sure that I will pass this along. 

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on what you share here.

Thank you for your understanding.

[Texblueeys]

Clearly, the “best materials” were not used on the screen for the Fitbit Charge 2.  If Fitbit had used the “best materials” for this screen, there wouldn’t be thousands of Charge 2 owners with screens that cracked for no reason.  There are likely thousands more users with cracked screens who have not complained on the Fitbit.com blog.

Your message basically tells the many frustrated Charge 2 users that you have read our complaints but it “sucks to be a Charge 2 owner” because Fitbit doesn’t  plan to do anything more than “pass along” our complaints to a your team.  You say you don’t want to create frustration but that is exactly what you have done by selling defective devices and not standing behind your product.

[AlvaroFitbit]

@Texblueeys as said before we do appreciate the feedback and your tracker is covered by Fitbit's warranty so if you have any issue you can feel free to let our Support team know so they can assist you. Still there are limitations that the team has as described in the warranty policy but hopefully they will be able to help you. 

I'll be around!

[nancys1013]

Developed a 3 way crack just lie everyone else is describing.  This is my 3rd fit bit because i upgraded and also had a cracked screen on the previous one i owned.  I am very careful with it.  I have the HR and so far i have replaced the band 3 times and now the screen cracked.  Obviously if every one is getting the same 3 way crack there is definitely something wrong and spending 100+ dollars every year or two is not in my budget.  I had watch for 25 years that took more abuse and never broke.  25% off towards a new one after i spent all that money on it, no thank you.  I was a hardcore fitbit fan and always recommended it, but now i think i am going to go with another brand.  Sorry i can't keep replacing it, just can't afford it and 25% off doesn't help me.  Great tracker, poor design and definitely flawed.   Will be researching other brands for a new purchase.  Bye fitbit.

[fee0000]

This is shocking!! My screen cracked months ago and I thought I was not careful although I couldn't think of a situation when I banged it - it was still under warranty then which has now run out!! So i'm devastated!!! The worst thing is I have been a FitBit user for over 3 years now where firstly I owned Fitbit Charge which was well known for issues with coming off strap... I had it replaced few times - YES!! FEW TIMES!!! Twice it was due to faulty battery.... and there was thousands of customers having same problems.. so then I got my Charge 2 on an offer of -50% due to Fitbit not being able to provide Charge any longer - so I went with it just to fins that they have not improved! As someone said the unoriginal straps from china are more comfy and last longer which is a joke! So my fellow Fitbit users - especially those out of warranty - looks like they not going to replace our screens or fitbits or do anything so it might be worth considering other brands and I personally now look at either Apple, Suunto or Germin and will be most defiantly happy with the quality as they are made to last nit like FitBit! Thanks for no support to customer care.. frustrated customer!

[nduddy]

I agree, all of the same problems for me too.  AND might I say that the 25% discount ONLY applies to older and/or defective products. If Fitbit really cared about their customers they would offer the discount on the newer or as they say  improved product as well.  

[Divinelevine518]

Hi! I have the same problem! Did you wind up getting your screen fixed? I was wondering if I could get my screen fixed because my screen is cracked.

[Texblueeys]

I didn’t get my screen fixed.  I am going to purchase an Apple Watch.  I will never trust a Fitbit product again.

[nchalakova]

My FitBit Charge 2 has a crack like everybody described in the blog. It is 18 months old and no warranty. Customer support just offer me 25% off for new one and 40% off Ionic. I got this from Costco, not sure if they will have some extra warranty. When Fitbit company will recognize this as an issue? 

[nduddy]

Fitbit doesn't fix screens they will only replace the broken fitbit within the 1 year warranty and then they replace it with another defective Fitbit.  When the same thing happens again, they tell you there is nothing they can do but offer a 25% discount towards another defective Fitbit. This discount is not valid towards newer products that they tell you has been improved to eliminate these defects  ... Fitbit does not stand behind their products even for a known defect like the breaking screens and defective wrist bands.  I am moving on to a different brand of tracker.    

[nancys1013]

perhaps a civil suit since everyone seems to have the same issue, obviously
a design flaw and it hasn't been addressed so we keep throwing good money
after bad.

[Harry63]

I find myself in the same position as many Fitbit Charge 2 owners. For no apparent reason I have a crack down the middle of my screen. I am not sure how I can have this repaired?

[Lizelle_V]

Mine too! With so many of us, it’s starting to look like a defect or a bad batch imported to SA. 

[Leahjk]

Same here. I’m out of warranty so I was offered a 25% discount on the defective product instead of the new improved charge 3. I’m not happy. Switching to Apple Watch. 

[HeydyF]

Hey guys! I hope you are doin' well! 

I'm sorry to hear about the inconveniences that you have had with the screen of your Charge 2 and on the other side, I appreciate you have taken the time to contact our Support team for further help. Please note that your feedback it's very important to us to have your thoughts in regards our product and your customer support interactions. Fitbit is always trying to provide great products and customer experience. Each scenario is different, but I think that you can use the option available according to your warranty information if it is needed, as our support team checks all the cases and looks for the best way to help you out. 

I understand you've invested in the Fitbit family, however, we as any other company have policies to follow through.  While customer satisfaction remains our number one goal, the demands of running a global business require that we enforce our warranty consistently.   

If there any questions present, please let me know and I'll be glad to help.

[nchalakova]

It is very obvious that this is a known defect. If the FitBit company  stands on reputation will make a better offer. I have Yamaha electrical piano and they replaced the key board after 8 years without charge. Is this sound different?

[nancys1013]

It seems the scenario is all the same.  Cracked screens, same pattern.  Obviously a known defect and a quality control issue.  If Fitbit wanted to retain the loyal users they would back their products. Not forking out another 150 ever again.  i leaned my lesson.  

[Lizelle_V]

Who do I contact about my problem?  I have managed to find the purchasing slip.  Went to the store where I bought it and because its out of warranty, they referred me to the supplier in South Africa.  All they did was to say send a message to the states as they don't have the authority to deal with the problem.  The poor guy in the store was pulling his hair out as there was another customer with the same problem who just left the watch there in frustration due to the lack of support.

My bad luck - screen cracked in the hospital where I was recovering from shoulder surgery, week before the warranty expired. I was just not capable of doing anything about it at the time.