Charge 2 screen has cracked

[Sweetchilli92]

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

[SunsetRunner]

Update

i went on chat and a very helpful guy advised that although my Fitbit was 17 months old after sending the picture they will replace it. Hope this screen lasts

[Jermiah]

I have neither 25 %  nor replacement.


Sent from my Samsung Galaxy smartphone.

[Mahesh70]

Hi Tanyaberg,

Thanks for sharing your experience with FITBIT. I have a charge 2 that tracks floors , steps etc while I'm driving and this puts the statistics completely off until I manually delete these false activities. When I wrote to their customer support they replied back to me every time with long explanations of why such false recordings are happening and suggested me to manually continue deleting these false recordings till they come up with solutions. Its very annoying to remember to delete these activities manually everytime you drive , especially in my case as I'm a sales person and drive to several customer places in a single day. 

FITBIT is unwilling to upgrade to a better accurate devise against an additional payment nor they willing to refund. 

FYI - I'm already using drivebit to negate the steps added while driving but it doesn't help in negating the DRIVE ACTIVITY / floors climbed reflecting on FITBIT app and tracker. 

I will never buy another FITBIT product. 

[HeydyF]

Hey guys! It is great to see you around! I appreciate you are sharing your experience, comments and feedback! 

As I can see, most of you have already contacted our Support team for further help, and get different options to get you back on track. Depending on your warranty, you can get different options.  Fitbit warranty changes depending on your country of residence, so not all of you can get the same. There is another important factor that affect the warranty, and it is where you purchase your Fitbit. 

I'm sorry to hear if some of you weren't offered the options you'd like too, but remember that we as any other company have policies to follow through.  While customer satisfaction remains our number one goal, the demands of running a global business require that we enforce our warranty consistently.   

Here at Fitbit, we are always working in order to improve our products, and the Charge 2 is one of our most popular trackers, so our team is constantly working on it along with other different models. 

Please keep sharing your thoughts in here as this is the perfect place to make your voice heard. 

Have a nice day guys! 

[Jermiah]

Dear Moderator, I can understand yourCompany's warranty policy.  However, thisis not a warranty issue.  It is what I believeIs a flaw in the product due to inferior material or poor workmanship.  It appears that the screen cracks outwardly (explain that) with no signs of damage.  I woke up one morning and mine had cracked.  I have researched the issue on the internetAnd came to the conclusion that it is quiet common.  Even your web page Community Forum has over ten pages on the issue. I would hope that your company would stand behind its product.  However, to date I have been very disappointed.  

Moderator edit: personal info removed

[GigiGurl]

I agree that there is some type of design flaw with the Charge 2.  I've had mine for over a year and a half.  This is my third Fitbit and truthfully, I've had an issue with each (two different Charges and this Charge 2). 

My first literally fell apart when I took it off of the charger. Thankfully, it was covered under the warranty and the company replaced it without any problems.  My second was past the warranty so I could not get it replaced.  The standard 25% off was offered within 30 days.

With my current Charge 2, at the 14 month since pur I noticed a crack running diagonally across the screen.  I wracked my brain trying to think how I could have damaged it.  With the force it would have taken to crack the screen I would have had to whack it pretty hard and my hand, wrist, something would have been sore from the impact. 

I wear the Fitbit on my non-dominate hand and I know I didn't damage it.  Over time, it's cracked more and more.  I keep wearing it because I don't want to spend another $150 to purchase another one.

Today I was on a mission to see if I could find a replacement screen.  There are plenty of screen protectors (hmmmm…), but no replacement screens.  To my surprise I see that there are quite a few people who have had the same issue.  Fitbit know there is definitely a design flaw.

I do appreciate that the company will replace a product within a year of purchase, but it's got to do better when there is clearly a design flaw.  Fitbit, maybe it's time to manufacture a replacement screen as an  option for your customers or have a two year warranty in the US.

[jyoliver]

Giant crack down the middle of the screen after 5 months of use. Not really sure what I did to break it - it was a beach day and maybe I hit it while climbing rocks with my 6 year old. 

2 year warranty policy exists - but I'm not entirely sure I'd like to get it replaced. After seeing this forum I'm fairly convinced the next one would break as well.

[mchris4500]

Don't through good money after bad. FitBit won't listen to the chorus if
people who have cracked screen, so you have to make it hurt financially.

[MarreFitbit]

Thanks for getting back @Jermiah, @GigiGurl, @jyoliver, and @mchris4500. We totally understand where your concern are coming from, believe me. 

As it has been mentioned in this thread, the warranty in most of the regions is only for 365 days. (In Europe due to the law, is extended for 2 years). This means that your tracker will be cover for a full year and in this period of time you can receive any replacement in case of a defect. But this warranty does not apply to the new tracker extending the time. The period of warranty would be only applicable on your original purchase until the 365 days have expired.

Also, if you received a replacement within the warranty (365 days) it does not mean it won't be valid after this. So, if your tracker fails again and your tracker still is between the time of the original warranty, you might be eligible for a replacement based on the resolution of our Support Team, this applies until the stipulated time of the warranty has expired.

In regards to the 25% discount option as per our Warranty Policies please know that this is the best option to help you get back on track with the Fitbit family and I'm sure our Customer Support team will be more than glad to help you further with this. I understand you've invested in the Fitbit Family.  While customer satisfaction remains our number one goal, the demands of running a global business require that we enforce our warranty consistently.   

See you around until the next one.

[taurusbaby425]

Much like everyone else on this thread, my Charge HR 2 screen has also cracked and I am being offered only the 25% discount. This is the second Fitbit that's broken within 18 months. This is ridiculous. I sit at a desk all day and take my dog for walks. How on earth do these devices crack and break so easily?? They certainly aren't worth the $150+ that they cost. Clearly the screen is defective as evidenced by the pages of reports just on here. There are many, many more on other sites. Why won't Fitbit own it and replace as any reputable company would? A defective product should not fall into the scope of 'warranty' or 'policy' - I work in Compliance and deal with policies all day long, and if my company does something wrong we apologize and we fix it, regardless of timeframe. There's obviously some inconsistency here since some receive a replacement and some don't, regardless of how long you've owned the device. That in itself indicates there's an issue. I refuse to spend another $150+ on a Fitbit and have the screen crack again - that's just stupid. Fitbit either replaces it or I'll move on to Apple or Garmin. 

[BRIDGWATER49]

Was chatting to A cell at lunch time but lost contact he was going to send me a link so I could sent photo case number is 25734685

[aklint01]

Talked to several different people from the fitbit customer service and everyone said the same thing, can't help me since my fitbit is out of warranty, have to buy a new one. They cannot repair a cracked screen. Fitbit works fine but screen is cracked. Both my husband and myself have a fitbit that cracked 4-6 months after purchase but didn't contact anyone until having it a little over a year. Out of warranty so they can't help. Don't think I will ever purchase from fitbit again with the screen cracking so easily without having a cause. my husband rarely wears his and it cracked. Mine I discovered when waking up one day. NOT A GOOD PRODUCT.

[AlvaroFitbit]

@taurusbaby425 @aklint01 @BRIDGWATER49 Welcome to the Fitbit Community! I hope you're doing well! Sorry to hear about your damaged trackers. As previously mentioned only our Support team can provide options. As some of you have mentioned Support does abide by the warranty limitations so if your device is outside the warranty period then they won't be able to replace the device. This is sad as I understand this isn't what you wished for but if you have any questions feel free to reply to our Support team for further clarification.

@BRIDGWATER49 please respond via email with the requested information to our Support team so they can continue assisting you.

I'll be around!

[SunsetRunner]

I noticed a crack on my screen today after charging my Charge 2 last night.  Came home to google if there is a way to replace the screen and found this forum.  To say I'm disappointed that Fitbit has known of this defect for about 2 years in an understatement.  Since my Fitbit is only 6-7 months old, I'll try contacting them tomorrow but it doesn't sound promising.

[jyoliver]

Well, moisture got behind the cracked screen and now the device loses charge very quickly. 

Decided not to try and get it replaced and ditch the whole activity tracker.

It's too bad. I probably would have been a customer for awhile - it was fun to see my step and sleep data. Having said that, I'm not too sure I made changes in my behavior based on this data. 

[NanaPatry]

I’m about the same as you I like to see when I get steps in, don’t believe the sleep data. I don’t wear my watch when I’m in water. But it does bother me I have 3 cracks in mine. I just in the past couple of weeks ago threw out my box but I know I haven’t had it a year. Good luck on your next watch/tracker


Get Outlook for iOS

[mchris4500]

It's happened to thousands of others.   It's a defective product and FitBit is evil if it doesn't replace the bad items with correctly fixed ones with full warranties.

[NanaPatry]

Well from all the post it doesn’t look like they are standing by their product. 


Get Outlook for iOS

[Jermiah]

Very true.  I just contacted them again.This makes 9 times plus a letter to CEO with no positive results.  Only one action left and I am forbidden from stating.  They took my post down.  Sorry.  Jerry


Sent from my Samsung Galaxy smartphone.

[cagsd]

I just wanted to add my experience to this very long and mixed thread.

I got my Charge 2 for Christmas so it is 7 months old. I'm currently on holiday in Spain and noticed on Tuesday that there were 2 long vertical cracks on the screen running top to bottom, one on each side of the screen. I had not done anything to damage it, and it had been fine the previous night. The first thing I did was google the problem, which brought me to this thread. I'll be honest, it didn't fill me with confidence - most posters seem just to have been offered a discount on a replacement. Anyway I tweeted Fitbit who asked me to send a photo of the damaged tracker next to a handwritten note with a case number. I sent this on Wednesday morning and braced myself for a reply along the lines of "sorry we can't do anything about it, here's a small discount".

I was very pleasantly surprised on Wednesday evening to reverecan email offering me a full replacement or an alternative of 50% discount on any other product. As I can't afford a replacement, even at 50% off, I chose to have a replacement. I was very pleasantly surprised to receive another email this morning advising me that the new tracker has been shipped already and should arrive within 5-7 days. So a very positive customer service experience after all the horror stories. From myself I would like to say well done Fitbit and I am impressed.