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

[AlvaroFitbit]

Hello everyone. At this point there isn't much we can add to the discussion. The Support team reviews each case and decides if it can be replace or not and will follow to the warranty guidelines. If any of you are having issues with their device please let them know. 

I'll be around!

[Jermiah]

I have spoken to nine FitBit reps and sent in 15 to 20 messages with no satisfaction.   Not one Moderator has answered my messages.  What does that tell you.  You either do not have the authority or simply do not have an answer.  I contend and have evidence on my side that THIS IS NOT A WARRANTYissue, but rather a company NOT STANDING behind a FLAWED manufactured product..  It is all aboutThe almighty bottom line $$$$$$$.Please respond with your facts without whitewashing.  Thanks JerryP.S.  I am not going away, 78 years old and retired. This can not be good forYour public relations or bottom line.



Sent from my Samsung Galaxy smartphone.

[damonnoland]

Amen to this post, same experience, 4 different reps/contacts, and same results. Bad company putting out a defective product then not honoring their customer warranty. Switching to Garmin as I had good experiences with their older model running watches. Goodbye and good riddance fitbit

[Shempferd]

I think the best way for all of us dissatisfied customers is to leave poor reviews on the websites we purchased it from. Amazon has mine.

Sent from Yahoo Mail on Android

[jamemarc]

This all seems so typical of many suppliers of electronic devices….once the warranty period is up, just replace your device no matter what has happened.  What makes this different is that the cracked screen issue seems quite common (mine now has same issue).  This all points to a design and/or quality issue. Very disappointing as my wife and I both have Fitbit trackers and have been happy with their operation.  I think Shempferd has it right about leaving poor reviews. I will do my best to warn others about this model and about Fitbit’s poor customer service.  25% off the purchase of this same flawed model is a poor option.  

[Julieingoole]

I am fortunate in that i live in the UK and European warranty rules are different for defective goods.  My Fitbit screen also cracked,  not sure if it was the unusually hot summer we have had or something to do with the charger.  Luckily because it was purchased at Argos I have been able to receive a new replacement without any issues,  though it was said that Fitbit prefer to sort out any issues directly.   I am now hoping that I do not experience any further screen problems with the new one,  but must add my voice to all the others on this forum that are asking for Fitbit to recognise that this problem does exist and that something is done to correct it.   I have friends with the same screen problems and will direct them to this forum also.

[WalkingFiend]

@Julieingoole
Thank you for speaking up on here even though, at this time, you were treated properly thanks to the additional consumer protections of where you live. Please post if the replacement has issues.

None of us seem to know the actual cause of the issue as problems are reported from being out in direct sun/heat, after being on the charger and others after waking up or just noticing during the day with no trauma to the device.

My Charge2 is just over a year old and so far it’s been fine. I do wonder if it was something that was changed in making it. A friend has one more than a year older than mine and has only had band issues — her screen is fine. After I told her about this she added a screen protector despite understanding the crack is from the inside. Maybe that will at least keep cracked screens functional by keeping out dust and moisture for those past warranty. She got it off Amazon though I’d imagine you could cut any old screen protector down to size if you have an old one left over from another device.

[jamemarc]

Thanks for the responses. Mine is just over a year old, so I am really out of luck.  Although a band-aide, the screen protector idea is worth a try to help extend life.  Fitbit has made a business decision with their policy on this device.  It was either to fess up that there was/is a design/quality issue and offer full replacement, extended warranty, good discounts on new models, etc…..or just play ignorant and work it on an individual customer basis.  They chose the later even though it meant losing or alienating some customers.  Must have been cheaper for them.  Unfortunately, it’s very difficult to hold companies accountable for these types of issues.

[TommyTx]

The decision of Fitbit not to own this problem has cost them a new customer in me.  I am in the market for a new fitness tracker.  I like their app - I have a Zip that I inherited and enjoy, but I am ready to move up to a device with more features.  The Charge 2 looked like a winner until I learned about this issue from my sister in law and the many posts on this forum.  Thank you to everyone who spoke up!

I was almost ready to go with the Versa, but now after seeing all the information here I feel that I can't trust Fitbit as a company.  I can't trust their hardware to be durable enough to handle a normal fitness routine, and in the event of failure, I can't trust them to make it right.  A discount on the same defective product is not an acceptable solution.  That is bad business.  I will definitely be taking my $$ and going with another brand.  When I do, the Zip will go on eBay or in the drawer.

[AlvaroFitbit]

Hi everyone. It is up to our Support team to review your case and provide options following the Fitbit warranty. Sadly we can't change this decision in the Community but you could reach out to them a second time to see if they can make any type of exception but remember that they do have to follow the limitations listed in the warranty. 

I'll be around!

[ypease]

Thank you for your post. I am not totally unhappy about the fact that I am using a product that appears to have a defect. I am of course basing my “defect” opinion solely on the volume of consumers reporting the same issue. I understand Fitbit's position as well. At this time my Charge 2 is performing perfectly. I guess what concerns me the most is my Charge 2’s life expectancy due to this crack. I am aware of the expiration of my warranty as I made my purchase in February 2017.

I guess, personally, I would like to see a contrite apology on the part of Fitbit regarding their customer service. It appears as though there has been a lack of continuity between consumer calls. I have owned a Fitbit since, well I have owned three now. I bought one of the little ones that I think was first offered (I could be wrong) and have worked my way up to a Charge 2. I still do believe Fitbit is the best tracker on the market. I will still endorse your product to friends and acquaintances, however, Fitbit has really blackened it’s own eye with it’s inconsistent level of customer service.

Positive referrals from happy customers/users is always one of the best forms of free marketing for a product or company/corporation. A large part of this equation is a positive customer service experience.

From my iPad

Moderator edit: personal info removed

[jamemarc]

Thought I would be diligent and leave a review on Amazon to give potential buyers a heads-up on the Charge 2 screen issues.  When I went to submit, my comments were not accepted by Amazon.  I instead received the following: "This product currently has limitations on submitting reviews. There can be a number of reasons for this, including unusual reviewing activity."  So, what does this have to say about both Fitbit and Amazon?  

[RockNGrandma]

I've just had face crack on my second fitbit. I don't understand why this happens- but, after reading what others say, it is to be expected. If it's not under warranty, then you live with a cracked fitbit or replace it.

[WalkingFiend]

@RockNGrandma
Did you bang either of your screens into something? Or did they both crack from and internal defect? Why on earth would you buy another of both cracked out of the blue?

My Charge 2 is 13 months old and so far so good. I’m think it must have been a process change at some point, but they won’t tell us what’s wrong with them. Really stinks Europeans get a 2 year warranty but Americans get only 1 year. Hardly fair.

[RockNGrandma]

First fitbit, charge 2, was still under warranty - they replaced. The one replaced stayed within the first one's warranty, so it really had no warranty.... and, it is just over a year old. Both, were cracked internally - same area - no blows, to my knowledge. It still works - and, I hope it will hang on a while. They gave me a 25% discount on a fitbit tracker, should I choose. I'm going to read reviews on other trackers, for I feel they should last longer than a year. I would prefer to continue with fitbit, and I may... I've really been pleased with exception of this. It's just disappointing to take care of something like I do- and, shocked to see it cracked. I don't know if this has anything to do with it - but, I had recharged it the evening before I noticed the crack on this second one. I don't recall on the first one - I just remember thinking "Oh, Wow... what happened to this?" I called and they replaced -I was satisfied and kept on going. This second go-around leaves me feeling rather cheated... same issue - same time frame, more or less. I hope you have no issues and enjoy yours as much as I have mine!

[primrose38]

I’ve only had my Charge2 a couple of months and it has now three vertical cracks after flights to and from Malta recently.  In this day and age it’s ridiculous that a wearable device can’t travel by air.  I bought mine from John Lewis to whom I will be returning it and complaining 

[Swindy15]

Hi
I purchased my charge 2 from John Lewis - my screen cracked after three months John Lewis said it was a design fault and gave me a new one straight away. Good luck


Sent from my iPhone

[primrose38]

Thanks. I’ll be going in very soon - just got back today. I think FitBit need to accept there is a problem because there seem to be numerous reports. I could feel the screen “bulging” on the plane this morning and it “deflated” as we landed.

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[NeyNey13]

I received my replacement watch and don't know how to activate the new one. new one won't charge either

[RockNGrandma]

Call Fitbit customer service and they will walk you through the new set up... and, hopefully with your charger situation. I did this with two of mine - keep your cell phone handy!