Charge 2 broken face cover.

[Cassie88]

How do I go about getting a new face cover, this one has cracked.

[RicardoFitbit]

Hi @Cassie88, welcome to the Community Forums!

Let me share with you that at this moment it's not possible to replace only the screen of your Charge 2 if it's cracked. However, since this is a hardware issue, I've contacted our Customer Support team to continue providing assistance and determine your eligibility for a replacement device. That said, please keep an eye to your email inbox, they'll be in touch with you soon.

In the meantime they reach you out, please check our warranty policies here and let me know if you have any additional questions for me to answer, I'll be here. 

[tlarsen3]

Mine too. One day it just cracked without me doing anything. Also my band broke twice!

[RicardoFitbit]

Thanks for bringing this to my attention @tlarsen3, welcome aboard.

Our Customer Support team was contacted on your behalf too. Please constantly check your email because they'll be in touch with you in a timely manner. Don't hesitate to contact me back in the meantime, I'll be around.

Let me know if you have any additional questions. 

[Cassie88]

I’ve been in hospital having an operation and have been in bed for a week so it’s hardly been on me. I looked at it yesterday and it’s cracked in a cross shape. It’s just over a year old so out of warranty surprise surprise.


Sent from Yahoo Mail for iPhone

[RicardoFitbit]

Hi @Cassie88, welcome aboard, thanks for sharing your experience here in the Community Forums. Sorry for the delay in responding your post.

I'd like to let you know that our Support team informed me that they are already providing you with assistance regarding this situation, therefore, please contact them back if you have any additional questions about the information that was provided by them. I'll be around if you need anything else.

Keep me posted.

[Ladylexus22]

The cracked face seems to be an ongoing problem. Has that been solved with the Carge 3, before I invest in a new Fitbit?

[Ladylexus22]

I have never heard a word from Fitbit suppprt, which is why I reached out here.

Hope I haven't wasted $$$ on the Charge 3 I have ordered.

Thanks

[Cassie88]

Actually I need to send a picture again with the case number on it. Well reminded. I must say they are pushing me around in circles I think. 

[Betty1953]

My Charge 2 face cover has a vertical crack that spontaneously occured sometime today.  Although it is 5 months out of warranty, I would hope Fitbit will repair or replace due to this being a known defect.  Please advise.

[Cassie88]

Still ongoing. Cant see this getting sorted. Have sent over 100 pictures and still nothing.

[KimberB96]

Hi there. I’ve had my Fitbit for a couple of years. And I woke up to the screen being cracked today.  What is the potential of getting a new screen from fitbit ? how do I contact them? 
Thanks.  

[Verin]

I have the same problem. I've had the Charge HR 2 for at least a couple of years. I really like this version as it does not overwhelm my wrist. Also love the option of changing bands. Unfortunately the face has a crack and it sometimes doesn't sync. Please let me know if someone can either repair or replace this with the same version.

[Ladylexus22]

I gave up and got myself a charge 3. Had to get all new bands, and actually found screen savers on Amazon that fit. Have had it 8 months and I am pretty happy with it. Not much difference in size between the 2 and 3.