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

[Shannoj103]

I just wanted to share that I was able to call fitbit support and email them a photo of my cracked screened. They quickly concluded that it was of no fault to me and sent me a replacement email. I’m sorry to all that we’re not able to get a replacement but to new readers do not let that deter you from trying. I was treated very politely and did not need to be stern or insistent. Very happy customer!

[Jermiah]

Was it still under warranty?


Sent from my Samsung Galaxy smartphone.

[WalkingFiend]

@Shannoj103. You have ALL the other customers on this thread to thank for how you were treated. They fought for this to be understood as a defect. Months ago you would have been told you caused the crack and it wasn’t even covered under warranty. It took a lot of unhappy customers but for the most part they finally honor this but only during warranty period. Please update on whether your replacement has any issues. I hope not. I love the features on the Charge2

[cagsd]

Oh for goodness sake!!! I received my second replacement tracker today, after several weeks of back and forth emails to FITBIT. The first replacement tracker they sent wouldn't pair to my phone, despite my trying approx 40 times, so they agreed I could return it and they would send another replacement. Well today it came: it paired with my phone immediately, no problems at all - hurray, I thought, problem solved!! But no - this latest tracker DOESN'T COUNT STEPS!!! I could just cry with frustration. I can literally walk round the house for ten minutes (counting steps in my head and getting about 500), check the device and it has recorded anything between  0 and 10 steps 😢😢😢 

I think I should just give up now. I'm obviously not destined to have a working Fitbit!!!

[Shannoj103]

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@Jermiah wrote:
Was it still under warranty?


Sent from my Samsung Galaxy smartphone.

---

Yes it was still under warranty, I got it for Mother’s Day.

[Walkeveryday]

What the customers would like is to have a recall of the defective screens (in or out of warranty period) with no cost to us. I have spent way too much time reading these forums and seen testimonies of cracking screens with no impact.

My story involves 2 Charge 2’s. The first had a vertical crack (some say line) after 11 months. With some back and forth with customer support and photos sent in I was sent a replacement (Yay!) Soon after, the replacement had the same problem- now on both sides of screen near where the charger attaches. When I called, messaged with customer service, etc....I was told the replacement warranty is only 1 month and that this is a “known defect” but they can only offer a discount on FitBit products. Why would I buy another FitBit after that? This is not a disposable item like a toothbrush that you just replace. Stand behind your products and treat your customers right or we will move on. 

[damonnoland]

Same story for me as for all the others here. Screen cracked after less than teo months without me doing anything to it. Obvious manufacturing defect but fitbit claims it isn’t and won’t honor the warranty. Tried to give me the 25% discount nonsense; why the hell would I shell out another $100 plus bucks for junk that breaks in two months and can't be fixed/replaced?

My family and I will be switching to Garmin, waterproof and superior rating for near the same price.

I was happy with fitbit until this embarrassing and inept customer service experience. Fitbit lost multiple customers on this one, goodbye fitbit.

[OTTBMama]

Has this defect been fixed in the Charge 3?  I've read through the specs and can't find any information on the screen.  The altitude doesn't mean in a pressurized cabin, right?  Thanks for the information.

[Proudmomof2ab]

I totally agree. I received a replacement because I only had mine for 4
months. I didn't know about the 1 month warranty for replacements. I'm
worried the same thing will happen. Do the right thing Fitbit and recall
the product until you can fix the defect.

[SkyEye]

hilarious that this is marked as resolved 

[Ralb]

yesterday I received a replacement, I Can´t complain about the service and quick response; I really like my Charge 2 and a second chance was well earned.

Thanks

[HeydyF]

Hey guys! I hope you are really great! 

I can see the issue with the Charge 2 screen that you have had, and also, that most of you have contacted our Support team for further help. There are always options that our team can offer you to get you back on track. Of course these options change depending on your warranty. 

Please note that we take your feedback and every comment into consideration, because they help us out to know which areas need to be improved. This has not gone unnoticed and be sure that I will pass this along.

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on what you share here.

I will appreciate your understanding!

[Jermiah]

Different Moderator, same whitewash.You know your company has done usWrong and you can not fix it.  Just stop Digging the hole deeper.  My frusteration is at the boiling point and not one moderator has answered my notes, not one.  The problem is a substandard manufactured product and you keep pointing out the WARRANTY.  This is not a warranty issue, but a company that will not stand behind a manufacturing issue and recall the product.  Now, please answer the mail.  Respectfully, 

Moderator edit: personal info removed

[SugarRae]

I too am in this big boat of cracked screen owners.  I intend to contact the company tonight but wanted to check out this forum first to see how common it was.  This is very disheartening to see that it's such a common occurrence and the company isn't recalling it.  Will see what kind of response they give me tonight.....

[Mymanhood]

Heydyfitbit!

are you a bot??? Anyone else get the feeling this mod is a bot????

[Jermiah]

For sure it is a BOT


Sent from my Samsung Galaxy smartphone.

[herroldj]

They are “listening” to customer feed back.  Only we aren’t the customers we are paying them for the privilege of being product testers.  We as the product tester give them feed back and they iterate and let us pay to test the next revision of the product.  It a brilliant business strategy.  So the gen 1 charge had band separation issues but wasn’t replaceable.  So they listened and on the charge 2 is more better because even though the band still has issues it’s replaceable but now the screen pops in the sun.  So than you for the feed back the next revision ala charge 3 will feature an interchangeable band and watchface.  You are all valuable product testers and we will offer to let you repurchase the product to test again with a 25% discount.  At a slightly higher price than local department stores because you know website and forum moderation costs.

[Earth-Angelz]

I want to Thank the Fitbit team for the quick response and solution to my cracked screen. After my post about my cracked screen on my Charge 2, I was contacted by the team to get further information. After I sent them the requested information, they offered me a new charge 2(without band) or 50% off a different one. I received my Fitbit charge 2, yesterday. I know others are having isuues, but this was excellent customer service. I couldn't  ask for better support from the Fitbit Team. Thank you again!

[SugarRae]

Well I'm happy to say that they are replacing my watch portion but not the bands.  The first cs rep I talked to wouldn't do anything and kept saying it's beyond the warranty period.  I asked to speak to a supervisor and when I told him I was aware of hundreds of owners that posted on here about same problem and it was a defect, he decided to give in.  I urge all of you that haven't gotten satisfaction to contact them again.  Strength in numbers!

[ypease]

Thank you. I may give it a shot.

Moderator edit: personal info removed