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Charge 2 cracked screen

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‎04-21-2019 12:15 - last edited on ‎09-08-2020 16:26 by Fitbit Moderator

‎04-21-2019 12:15 - last edited on ‎09-08-2020 16:26 by Fitbit Moderator

The screen on my fitbit has cracked all the way down the front (this happened last July when we had the extremely hot weathet) but I've only just got myself into gear to get it reported). How do I go about getting this replaced please? It was only about 3 days past 1 year old when this happened. Thank you 

 

 

Moderator edit: updated subject for clarity

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‎04-22-2019 11:14

In response to SteveH

‎04-22-2019 11:14

@donnahawk Welcome to the Fitbit Community! It's great to have you here!

 

I will gladly assist you with your damaged Charge 2 screen. As @SteveH mentioned the best thing is to let our support team know so they can review the issue and provide options. I noticed that you already have a ticket with them so I wanted to know if they were able to help you?

 

I look forward to your reply.

Alvaro | Community Moderator

If a post helped you try voting and selecting it as a solution so other members benefit from it. Select it as Best Solution!

View best answer in original post

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‎04-22-2019 00:09 - last edited on ‎04-22-2019 10:59 by Fitbit Moderator

‎04-22-2019 00:09 - last edited on ‎04-22-2019 10:59 by Fitbit Moderator

This may be a problem.

 

The warranty runs for 12 months from purchase (or 24 months if you are in Europe) so you will not be covered in you are not in Europe.

 

Furthermore, the warranty terms exclude accidental damage so you may have a problem persuading fitbit that the crack is the result of a defect.

 

Your best bet would be to contact customer support and see if they can help in any way: contact.fitbit.com 

Best Answer

‎04-22-2019 11:14

In response to SteveH

‎04-22-2019 11:14

@donnahawk Welcome to the Fitbit Community! It's great to have you here!

 

I will gladly assist you with your damaged Charge 2 screen. As @SteveH mentioned the best thing is to let our support team know so they can review the issue and provide options. I noticed that you already have a ticket with them so I wanted to know if they were able to help you?

 

I look forward to your reply.

Alvaro | Community Moderator

If a post helped you try voting and selecting it as a solution so other members benefit from it. Select it as Best Solution!

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‎05-20-2019 09:22

‎05-20-2019 09:22

If you go onto the Chat help line that seems to work the best.  My screen has cracked twice and the entire unit replaced twice.  I think the Charge 2 screen is faulty.  Decided to upgrade to Charge 3 as it has a different charger.  Annoyed that I was charged also 10p for added security when using my credit card, my card issuer says FitBit are charging this.

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