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?

[nduddy]

I happen to highly agree with your comment about their condescending way they address their customers.  Actually your whole post is dead On!

[LSBerlyn]

I don't know who you were speaking to but I was given a UK number as I live in UK. I had no such experience. Indeed after reading comments on Fitbit community I was ready for it. I only had to provide a picture and it was sorted in 5 minutes. I was offered a 50% discount on a Charge 3 or a free replacement on my Charge 2 . I took the latter. I did discuss whether I would have the same problem with the new one and the implication was the tech. team new about the problem and there shouldn't be an issue with the new one. I will wait and see.

[Ner1029]

Unfortunately, that is not the case in the USA. Unless you are under warranty.

Moderator edit: personal info removed

[spannygranny]

I had the same problem, emailed Fitbit, they asked for a photo of the cracked screen and the fitbit logo, along with a hand written note with my case number on.  Took some doing to get a decent photo of the cracked screen, sent it to them, and within a few minutes I had a reply offering me either 50% discount off a new fitbit or a replacement for my Charge 2.  I have accepted the replacement, and it is on its way to me.  A good result.

[NotFit42]

Was your fitbit Charge 2 in warranty?

Moderator edit: Deleted personal info

[spannygranny]

Technically no, as the Charge 2 was a replacement for my fitbit bought in January 2016, the battery died, so they offered me a 50% discount off a new one, so I bought the Charge 2, the warranty was for the remaining time of the original purchase.  In one of my emails to them I did say that I was going to look at buying a different make of tracker, as the two I have had have both failed.  Whether this helped or not I am not sure.

[Texblueeys]

I had my Fitbit 17 months before the screen cracked so the warranty had expired when I contacted customer service.   Just today my Fitbit stopped holding a charge and was no longer recording my pulse.  This afternoon I purchased an Apple Watch.  Goodbye Fitbit,

[HeydyF]

Hey guys! Thanks for sharing your comments and experiences with your Charge 2. 

I'm sorry to hear that the screen of your Charge 2 is getting damaged. As you may already know, the Charge 2 screen can't be replaced or repaired, so I appreciate you have taken the time to get in touch with pour Support team for further assistance. As they may have explained to you, your options depend on your warranty, which is different for all the users. 

Please note that our team is aware of every detail on the Charge 2 design. This has not been unnoticed, and they for sure will apply improvements on future products to take the Fitbit experience to the highest level of quality and satisfaction. 

Have a nice day folks! 

[spannygranny]

Hi,
I didn't realise warranty lengths depended on where you lived, hence my 2 year warranty.

Moderator edit: personal info removed

[LSBerlyn]

If you read the little booklet it says if you are in EU warranty is 2 years instead of 1.

Loraine


Sent from my Samsung Galaxy smartphone.

[nchalakova]

How this will help all people that have a defected version? Just trowing
our money in the hole ...

[jjfgiggg]

So just had the same crack develope in my fitbit charge 2 screen.  From what I am reading, it sounds like (out of warranty, out of luck).

[LSBerlyn]

I would still speak with them. It appears to be a very big problem. I personally think everybody should be given a replacement as they now know there is a fault.



Sent from my iPad

[Lizelle_V]

Ah! That explains a lot! Yet another company that discriminates against developing countries by giving them a lesser warranty.

[Lizelle_V]

The issue is that you don’t treat all customers equally. Offering different warranty subject to where you live and if you’re in the US or the EU at least a discount is offered on a new device. If you’re in Africa - tough luck!

[LSBerlyn]

I agree entirely. But the bigger issue is nothing to do with warranty. It is to do with a known fault. For all these screens to crack the same way means there is something wrong in production. All should be recalled and if they have sorted out the problem new ones issued. If not money refunded or another product given for free.
Fitbit needs to accept responsibility.


Sent from my iPad

[Ivafit]

What am I supposed to do? Buy a third one? 

[LSBerlyn]

I don't think that's good enough. I'm lucky that my cracked whilst in warranty so I have a free replacement. But reading the comments there is obviously a design problem and the damaged ones that just crack should all be replaced. It's no good just being aware you should be satisfying the customers otherwise you will lose a lot of them.

[Sue_j]

I agree about the class complaint, if there is enough evidence to prove that it is a design or manufacturing flaw aren’t they supposed to recall products and replace them?

[LSBerlyn]

I agree but we don't know how many have been sold and out of those how many complaints they have had.

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