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

[Julieingoole]

You shouldn't have any problems getting it replaced but also complain to fitbit so that they may eventually do something about it.   I am planning to revert to my previous basic model to take with me on my next trip,  but it's not something we should be forced to think about or resort to. 

Sent from Yahoo Mail on Android

[primrose38]

I had a clip on one which seemed indestructible but ate batteries at an alarming rate! In the unlikely event that I would go on a pilgrimage to Santiago de Compostelo I would have to go by ferry 😏

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[Bencooper]

Yes, both mine and my wife's Charge2 screens have cracked (after about 12 and 3 months respectively). Wife says she dropped hers, but I have looked after mine carefully, not dropped it at all and the crack extends about half an inch in the middle, not extending to edge of "glass" (what is the material anyway?), not characteristic of impact damage? I believe it is a design fault, perhaps due to heating and expansion of the embedded battery under charge, cracking the  "glass".

[WalkingFiend]

@Bencooper. Fitbit KNOWS it’s a defect. Just read all these reports. Of course one CAN smash the screen but if you look at the crack carefully or under magnification most people claim they can see it cracked “from the inside” as in it pops upwards. Just dropping it would not likely break it unless it landed on a concrete corner or such.

Mine is 14 months old. I’ve scratched it up a bit and maybe even dropped a time or two and it’s fine so far. My opinion is they may have changed something in their mfg process OR didn’t account for normal human variability with travel and weather and charging duration or battery quality. Wouldn’t it be awesome if Fitbit TOLD US the problem. They have a 1 year warranty in US and 2 year in EU — pursue it for both devices. Send them photos. Hold them accountable. Some people ARE getting replacements. Many more thanks to this group!

[HeydyF]

Hey guys! I hope you are doin' great today! 

I'm sorry to hear that you have inconveniences with your Charge 2 since the screen is getting cracked. Please note that here at Fitbit, we use the best materials on our products, 'cause they are meant to last heavy and sweaty workouts. I'm sorry to hear that some of your Charge 2 screens are getting cracked. In regards of this, I want to thank you guys to those of you who had get in touch with our Support team, as they are always try to help our our users by reviewing your options under warranty, which is different depending on the date of purchase of your Fitbit. 

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 that feedback.

Have a nice day guys! 

[jamemarc]

Moderator
Frustration is created when a company is not open and honest with their customers. “Inconveniences” is an Interesting choice of words. I suppose that implies that as long as the device keeps on working, the customer is good to go. With the countless reports of cracked screens on this particular device and now Amazon blocking reviews of the Charge 2, Fitbit surely knows there are issues with this device. Can you at least be honest and tell your customers what’s the true cause of the screen failures?

[Jermiah]

Bull **ahem**


Sent from my Samsung Galaxy smartphone.

[primrose38]

I only purchased mine in July this year. I’m a pensioner and I don’t “work out” strenuously or otherwise.  The device was fine when I put it back on after going through Airport Security but was cracked from the inside when I got off the plane.  On the homeward flight the screen visibly bulged while in the air, and two further cracks appeared either side of the first.

John Lewis give two years warranty on electrical items, and exchanged it without question on Friday and told me they had exchanged a number of Charge2’s this summer apparently as a result of cracks due to our unusually hot summer.  Clearly I will have to leave mine at home in future if air travel is involved - seems wholly unacceptable for a wearable device of this nature.

As others have said, you clearly do have an issue with this particular model and I don’t feel the issue will just go away because you deny it to be so.

[Bencooper]

Thanks for comments- I believe there is a problem with encapsulated
battery swelling under charge which is cracking the plastic screen.Anyway,
a product like this should be designed to accept the occasional knock ,
when you have to take it off every time you have a shower!

This was a gift and therefore I dont have a receipt or warranty card- dont
even know if bought on Amazon? The "problem" is it still works fine so if I
post it back I will have nothing!

[d.lovings]

I noticed a small line in my screen the other day and it is now a crack traveling from the top to the bottom of the screen. I have not had any incidents where it was banged or smacked. I'm sure it is just out of warranty, and if all they can do is offer a 25% discount on a new one when I paid $130 just over a year ago I will be going to another Maker. I will post how fitbit responds.

[jamemarc]

Bencooper, you may be onto something regarding the cause of the screen failures. Pressure changes may also be contributing (I first noticed the crack in mine while hiking in the mountains of CO). All companies have product issues from time to time. I believe what separates the really good ones from the others is how they respond to their customers when issues arise. Fitbit’s response to this issue has been sad indeed. An extended warranty (especially for US customers) or a meaningful discount on new products would have demonstrated more commitment to their customers.

[ypease]

My sentiments exactly!

From my iPad

Moderator edit: personal info removed

[HeydyF]

Hello guys! It is great to see you around more often. On the other hand, I'm sorry to hear about the inconveniences that you have with the screen of your Charge 2 since it is getting cracked. 

I can see that some of you already contacted our Support team. Thanks for that, as they will review your options under warranty and choose the best one to get you back on track. Now, if you already did that, and were offer a discount for example, please note that we as any other company have policies to follow through. Customer Satisfaction will always be our priority but the demands of running a global business require that we enforce our warranty consistently.   

Let me also explain to you that here at Fitbit, the best materials are used towards our products, 'cause they are meant to last your daily activities and keep you motivated so you can successfully reach your fitness goals. 

I appreciate your feedback and comments, so please let me know if further questions come across.

Have a nice day1  

[Aahz]

It seems that you "as a company" sell a rechargeable product that cracks from simply charging...

Yes, you can add me to the list of people with a cracked Charge 2.

[HeydyF]

Hello @Aahz, let me give you a warm welcome to the Community! I'm sorry to hear that the screen of your Charge 2 is getting damage. I have escalated your case to our Support team so they can help you out with this, so please keep an eye on your inbox. 

I'll be around! 

[WalkingFiend]

@Aahz. Lovely to join this club, eh? If you don’t mind please post age of your Charge 2 and circumstances to warn others? And let us know if you get resolution you’re happy with from the company.

I try to leave mine on Charger only long enough to fully charge though nobody should have to watch it that closely and I’ve sometimes forgotten it for a few hours.

[RockNGrandma]

My first Charge 2 cracked within warranty. They sent me another one. It has been less than a year and replacements do not have a warranty unless it falls into the same warranty time as the original purchase. I'm disappointed, for I feel they should last longer than a year! I totally love my Fitbit - but, I'm disappointed the company doesn't replace any of anyone's that have had this issue. I don't feel the company understands they will eventually loose their faithful users when they don't stand behind their product. Customers will begin trying other devices. If I owned the company, I would not want them to leave my company to try another product... but, that's me. Many have stated they feel it's the battery charger... I didn't notice after I charged battery- but, the one I wear now I noticed was cracked the following day after I had charged battery. I can understand this could be the issue, though. If I do purchase a new one, I won't leave it on charger until it's fully charged- just to be on the safer side of protecting it. They best let go of some of their profits in order to gain future profits... it's called old-time trustworthy customer service... a practice that has been flushed by most companies. Perhaps someday companies will focus on consumers as was once practiced. Actually... the fine people that constructed products had pride in the fact their product was worthy of the value. Now, companies sell warranties for their products. 'Nuf said!

[Pepsicat_0]

We need to take this higher. A petition to the company/notify newspapers on mass? We must do this

[Julieingoole]

Could a Fitbit official let us know what action is being undertaken to rectify this fault?  Platitudes from the administration people employed to quote the company policy is not sufficient.  Thank you 

[primrose38]

Just to emphasise, it’s not always a charging issue that causes the cracks.  Mine was on my wrist, on an aeroplane, when it cracked and others have also mentioned altitude / pressure factors.  I find the platitudes from the FitBit moderator intensely irritating and I’m sure I’m not alone.  I was fortunate that I purchased my Charge2 from John Lewis in the UK who give an extra year’s warranty on all “electrical” goods so I simply went in to their Tech Support people who exchanged it without question - I’ve only had it since June this year.  If I had to deal with the Company I would probably have given up