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Charge 2 cracked screen

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‎10-15-2019 01:26 - last edited on ‎09-08-2020 12:06 by Fitbit Moderator

‎10-15-2019 01:26 - last edited on ‎09-08-2020 12:06 by Fitbit Moderator

I bought a Charge 2 over 2 years ago. The screen cracked from top to bottom without any impact damage. This was replaced by FitBit just over a year ago. My replacement now has a diagonal crack from top to bottom. At the same time my wife bought a charge 2. She had her first one replaced as the screen was cracked. The replacement has now cracked. So in a sample of 4 Charge 2's we have a 100% failure rate. 

 Clearly the Charge 2 has a problem with screen failure. Is there any way to avoid this ?
If not which of the FitBit products is the most reliable.  Is the Charge 3 just a Charge 2 with a few more gizmos, and if so has the screen cracking problem been addressed. 
 
FitBit have offered me 25% of the price of a new FitBit. However as my experience suggests that if it is a charge 2 then I will have  a 100% chance of screen failure in the next year, therefore this is not really a very generous offer.
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‎10-16-2019 07:57 - edited ‎10-16-2019 07:58

‎10-16-2019 07:57 - edited ‎10-16-2019 07:58

I have had further discussions with FitBit to try to find out if they accept that there is a fault and once they admit that to find out what they are doing about it or whether they have any suggestions to stop it happening again. Part of their reply is attached.

 

"All we want for you is to have the best experience while using our Fitbit devices, and our engineering team is working as hard as they can to find a prompt solution. As soon we have an update about this matter from them, we'll definitely let you know. We stay positive that, in a short period, you will not be experiencing this anymore.

Once again, we apologise for the inconvenience caused because of this matter. We are now doing our best to have this sorted out for you, and thank you for the opportunity you allowed us to keep working on this."

 

It appears that they recognise there is a fault and will notify me when they have a solution. I will post their solution when it arrives !

 

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‎04-19-2020 04:11

In response to Giscard

‎04-19-2020 04:11

About 6 months ago I contacted FitBit about a cracked screen on my Charge 2. They said they were working on it and they said that "in a short period I would not be experiencing this anymore".

OK so six months is a reasonable period to expect an update. I have received nothing regarding the Charge 2 screen.

One for FitBit, what do you recommend and whatever it is can you guarantee that the screen will not self destruct.

I think I will shortly become an ex FitBit customer.

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