10-30-2016 23:45 - last edited on 09-09-2020 11:39 by MatthewFitbit
10-30-2016 23:45 - last edited on 09-09-2020 11:39 by MatthewFitbit
Hello everyone just wondering if anyone has had issues with the screen, i woke up and saw mine has a big deep scratch and totally bizarre unknown how! Ive been careful and vigilant of it and most certain hasnt hit or touched anything as its on my wrist and i would have felt it. Ive been told its a weak screen but this is dissapointing only had it 4 weeks. Totally puts me of it now
Answered! Go to the Best Answer.
08-06-2017 09:27
08-06-2017 09:27
08-06-2017 09:31
08-06-2017 09:31
08-06-2017 10:49
08-06-2017 10:49
Just inform them if was a gift the purchase place is just really for them to track merchandise not needed for the processing of replacement.
08-06-2017 10:52
08-06-2017 10:52
08-06-2017 18:00
08-06-2017 18:00
08-08-2017 09:36
08-08-2017 09:36
Well my wife has the same issue. Purchased at Christmas 2016, so about 8 months old. A large vertical crack down the center of the face. No impacts. I wonder if we're seeing swelling or heat from the Li-ion battery during charging - causing the screen to crack from the inside?
Guess it's time to try my luck with fitbit support.
08-11-2017 08:32
08-11-2017 08:32
My screen has also cracked and coincidentally it has cracked in a straight line along the left side of the screen right along the pressure point where the charger sits. I charged it one evening and woke up to what I thought was just a piece of hair on it and then went to remove it and noticed it is a crack in the screen. I have contacted customer service at this point so I will see what they say. It seems like a very weak point in the screen that the tension from the charger could easily crack. Poor design and they need to fix this.
08-11-2017 09:18 - last edited on 01-29-2019 13:58 by EdsonFitbit
08-11-2017 09:18 - last edited on 01-29-2019 13:58 by EdsonFitbit
The y replaced mine
Moderator edit: personal info removed
08-11-2017 09:18 - last edited on 01-29-2019 13:58 by EdsonFitbit
08-11-2017 09:18 - last edited on 01-29-2019 13:58 by EdsonFitbit
The y replaced mine
Moderator edit: personal info removed
08-11-2017 11:41
08-11-2017 11:41
Looks like fitbit is now offering customers a choice between 50% off any new model, or replacement of the existing model. They required a photo of the cracked watch with the case number visible in the photo.
I think this has something to do with Li-ion swelling, but (of course) support made no indication that this is a known issue.
Support resolved the issue quickly. Just waiting for the replacement now.
08-12-2017 06:43
08-12-2017 06:43
I have had the same. At first I thought I had done something but now an identical second crack has appeared top to bottom of the screen opposite the first about 3mm from the screen edges!
08-12-2017 18:15
08-12-2017 18:15
Hi. A couple of days ago I noticed a line in the center of the screen, which I believe is a crack. I've had my Fitbit 3 months. Not sure why it cracked. I walk and hike, nothing that would crack the screen.
08-12-2017 22:16
08-12-2017 22:16
Mine actually cracked while in the sun for an extended amount of time and they did replace it. The charge2 and heat supposedly don't get along well.
Now if only I could pair the new one....
08-13-2017 10:54
08-13-2017 10:54
Like the person who started this thread, I woke up with a cracked screen last week. My Charge 2 is 4 months old. I contacted FitBit, and the agent I talked with by phone said the screen is not covered under the warranty. However, the agent asked for a picture of the crack, and within 24 hours, I learned that FitBit will replace my Charge 2 without cost to me (I also had the option of choosing a different FitBit for 50% off). I love my Charge 2, so am spinning the dice and getting a replacement. However, this time, I'm putting a screen cover on it (you can buy them on Amazon).
08-28-2017 07:54
08-28-2017 07:54
Same here. Deep crack down the face. Unsure how .
08-28-2017 09:03
08-28-2017 09:03
Like others who have posted, I recently noticed that the screen on my Charge 2 was cracked shortly after taking it off the charger. I wear it 24x7 every day and other than the strap wearing out after 6 months (gap next to device... I just decided to buy a new one myself) its been great and the device still works. I'm wearing it for now but it doesn't look very good, especially at work. The issue started when I noticed what looked to be a scratch on the screen in the middle towards the right. It was smooth the the touch and I could only see it in bright light so I ignored it. Within a few weeks I noticed that the screen was cracked.
I have owned 3 Fitbit devices so far and regularly recommend them to family and friends. I really like the looks, features, and the phone apps compared to competitors but I'm starting to doubt their durability. Each Fitbit device I have purchased at $100 - $150 has lasted less than a year. Nonetheless, I bought my wife bought a new Alta HR to replace a flex that died a few days ago. The Flex lasted about 2 years and it seems the battery just died. She did make a comment that she hopes to have 'better luck' than me with her new Fitbit..
What frustrates me is that I can get no explanation as to what the rationale is for when to replace a device or offer a discount. I contacted support via phone and sent in pictures. I was offered a 25% discount on a new device for being a loyal customer. Initially, I though that was reasonable and thought maybe I'd upgrade to a Blaze since the price is now close to the Charge 2 on many sites. However, after looking at the Fitbit site last week I see that a 25% discount through Fitbit just puts prices on par with Amazon, Best Buy and other retailers... so really its not a discount.
Has anyone been able to get an explanation for how Fitbit determines whether to do nothing, offer a replacement Charge 2, or offer a discount of 25%-50%? I have seen all 3 offered here. Likewise, what has been your experience with durability with Fitbit devices? Would you buy another one?
08-28-2017 09:16 - last edited on 01-29-2019 13:59 by EdsonFitbit
08-28-2017 09:16 - last edited on 01-29-2019 13:59 by EdsonFitbit
Contact fit bit, they replaced mine.
Moderator edit: personal info removed
08-28-2017 10:28 - edited 08-28-2017 20:09
08-28-2017 10:28 - edited 08-28-2017 20:09
I tried calling last week with no luck... offered 25% of a device. Seems
like others are getting offered a replacement or 50% off based on the
thread which would be great. Wish I could understand how Fitbit decides
who gets what. It certainly seems like there is a common thread with the
screens cracking for a number of people but an inconsistent response.
Just wanted to provide an update that I contacted Fitbit again today and my issue has been resolved. Thank you!
08-28-2017 11:04 - last edited on 01-29-2019 13:59 by EdsonFitbit
08-28-2017 11:04 - last edited on 01-29-2019 13:59 by EdsonFitbit
Mine had 2 parallel crack lines develop almost exactly where the charger
fits on the screen. Think it must be a fault as replaced straight away on
seeing photos
Moderator edit: personal info removed
08-29-2017 05:38
08-29-2017 05:38