Charge 2 cracked screen

[Grazzh]

Has anyone else experienced there Fitbit suddenly, seemingly overnight, developing a crack down the screen as if the inside is trying to burst out? I know it is out of warranty as I have had it nearly 2 years but surely they should last longer than this. My wife had the same happen to her Alta HR and Fitbit agreed to replace it despite saying it was not covered. Is there any way to get the screen replaced?

Moderator edit: updated subject for clarity

[RicardoFitbit]

Hello @Grazzh thanks for bringing this to my attention. I'm happy to give you a hand with your Charge 2 concern and a warm welcome to our Community Forums!

Let me share with you that at this moment we do not have any repair center or a screen replacement for your device, however, to receive further assistance with this matter, I'd like to let you know that I've contacted our Customer Support team on your behalf. That said, I recommend you to keep an eye to your email inbox for their contact, they'll be in touch with you soon.

In the meantime they contact you, let me know if you have any additional questions. 

[Linzie76]

I've had this too. May I have some advice as well please. 

[Sybil0702]

I also would like info.  My Charge 2 is cracked all the way down the screen.

[TammySmalley]

Mine developed cracks seemingly overnight but everything is still working fine. I am trying to find out if I can get a replacement crystal.

[agbenitez]

I also would like info.  My Charge 2 is also cracked all the way down the screen.

[Bisky]

I also have a cracked screen, right down the middle.  Please help me with a replacement.  It still works but...

[mdpapierski]

Mine is cracked as well. I assume I had hit it on something but apparently it's a common problem. Charge 2, at least 2 years old. 

[RicardoFitbit]

Hello guys! I'm here to continue providing assistance. Welcome aboard @Linzie76 @Sybil0702 @TammySmalley @agbenitez @Bisky @mdpapierski, I'm glad to provide assistance with your devices. My apologies for the delay in responding.

I recommend all of you to get in touch with our Customer Support team to receive further assistance with the screen situation that is being experienced. Please note that they refer to our limited purchase warranty to move forward, therefore, I recommend you guys to check our policies here. 

I'll be around. Please keep me posted. 

[Bisky]

My Chrge 2 is more than a year old but I'd still like to get the cracked
face replaced. Where to from here?
Thank you.

Moderator edit: removed personal information

[AlvaroFitbit]

@Bisky Welcome to the Fitbit Community! I hope you're doing well!

Let me help you with your damaged Charge 2 screen. Support should review the warranty and determine how to proceed. You will get an email from them.

Let me know how it goes.

[OceanTide210]

My screen has cracked the full length of the screen also, although it does not appear to have effected how the fitbit works but I am very careful not to let any moisture near it.  Can the screen be replaced by warranty.  I definitely have had my fitbit over a year but if this problem is covered I would appreciate the information.

[Grazzh]

Hi,
Fitbit support team got in touch with me after seeing my post so hopefully
they will pick all the other posts from users with the same issue.
Thanks, GH.

[AlvaroFitbit]

@OceanTide210 It's great to see that you've visited the Fitbit Community!

Let me help you with your damaged Charge 2. I have created a ticket so our Support team can further assist you via email.

@Grazzh thank you for letting us know that Support was able to help you. @RicardoFitbit was kind enough to create a ticket for you. This is why you got an email from them so feel free to give him a vote.

Keep me posted.

[Bisky]

I haven't gotten an email to help fix my cracked screen.
Bisky

Moderator edit: Removed personal information 

[Grazzh]

Hi Bisky, I didn't contact Fitbit support directly, they contacted me from
the post I put on the forum which I think is monitored by moderators. If
you don't get any response from a moderator it might be worth you posting
your own request for help with your cracked screen. Good luck. GH.

[Grazzh]

Hi all, I had the support team contact me and following their check on the details of my device issued me with the option of a replacement Charge2 or an upgraded device discounted by 50%. I have just ordered a replacement and am delighted with the quick response and resolution provided by Fitbit.

Well done guys and I hope you all get sorted too. 

[Grazzh]

Thanks @RicardoFitbit for your help.

The support team got in touch following your intervention and I have just ordered a replacement device following the support teams review of my issue.

Keep up the good work.

[OceanTide210]

I received an email earlier today and they offered me 25% off towards a new device. (I wish it was 50% 😉 )
I wish I had contacted when I saw it when it would of been closer to the 1year warranty, but with just contacting them, it shows I’ve had the Charge 2 for 17 1/2 months
I do appreciate they were willing to do something because they did not have to.

Sent from my iPhone

[RicardoFitbit]

Hello guys, thanks for your updates and the information that was shared on your posts @Grazzh @OceanTide210 @Bisky  I'm happy to continue assisting. 

@Bisky Thanks for bringing this to my attention. Our Support team informed me that they provided you with information to your email address associated with your account. That said, can you please check your email inbox, spam and junk folders for their email? Let me know if you find their contact, otherwise, I'll contact them back regarding this.

@Grazzh @OceanTide210 I'm happy to know that our Customer Support team provided both of you assistance regarding your devices accordingly to our limited purchase warranty policies. Don't hesitate to contact them back if you need further assistance with the replacement and discount options that were provided, or contact me back if you have any additional questions. I'll be here.

I'll be around, keep me posted.