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

[NeyNey13]

Grateful mine was replaced also, will never know how it cracked.

Hugs Renee
Sent from my iPhone

[PaulintheVar]

I've just joined this club too! A vertical crack running down almost the entire screen has just appeared on my Charge 2. It's just 3 months old.

No evidence of any impact damage and no scratches, so I share the suspicions of others in this club that there is an intrinsic defect. I look forward to convincing Customer Service of that!

By the way ,  I see that this topic is deemed "solved". How on earth can that be, given that no viable solution has been provided?!

[jamemarc]

PaulintheVar

Unfortunate for you that you are now a member of this club, which has many members. It’s also unfortunate and unethical that fitbit continues to sell this flawed model. Since yours is so new, I would push hard for a replacement. Sad news is that the best you will do is to get a brand new flawed device. I certainly agree with your comments on the “Solved” status of this issue

[cnich911]

Yes. We have all just asked for discounts or replacements utilzibg the newer model (same price) that claims to solve the screen crack problem but we have been told that would not be an option.

[Jermiah]

It appears that the Fitbit Co. Is fiddling While Rome is burning all around them.NO HOPE FOLKS.


Sent from my Samsung Galaxy smartphone.

[Shempferd]

At least you're under warranty.  Hope it breaks every 11 months 🙂

Sent from Yahoo Mail on Android

[ypease]

Perhaps it’s wishful thinking on the part of the company?

From my iPad

Moderator edit: personal info removed

[PaulintheVar]

Well... all credit to the Fitbit service folk. They accepted my report of a cracked screen without any fuss, were helpful and polite, and agreed to replace the device under warranty  (it is only three months old).

The replacement has arrived today, so Thank you Fitbit folk!

[jamemarc]

Congratulations PaulintheVar....I think. The screen cracks on the Charge 2 are such a common issue there is a high probability your new one will also have the same fate. If it does, good news is that they will eventually run out of inventory of this old model and perhaps replace it with the new one that supposedly fixes this flaw.

[Walkeveryday]

You might want to double check the warranty on the replacement. I was told it was only 1 month so when my replacement screen cracked after a few months I was out of luck. 

[jamemarc]

Goodness, that’s just icing on the old cake.....

[WalkingFiend]

@paulinval (or close to that)
Definitely check your warranty. It normally lasts as long as the original would have. For instance if in the US you only get 12 months minus 3 months you had the first one leaves you 9 months on Charge 2 no matter how many times they replace it. So IF this was your 11th month and they sent you a brand new one you’d only get 1 month warranty. Maybe that’s what happened with the other guy.... in any case ask Fitbit. There are laws which apply to warranties and it’s not in their interest to break them. The clock does not start over every time they send you a new one. Of that I am certain. Good Luck with this one — three months is terrible. If you wouldn’t mind please post the story of the circumstances or how yours broke.....heat? Pressure change driving or flying? Charge a long time? Whatever you can share to help others.

[Jermiah]

Mine cracked at night while sleeping.  Must have hit the pillow!


Sent from my Samsung Galaxy smartphone.

[jogibee]

my Fitbit charge 2 glass screen is cracked how to replace it?

[PaulintheVar]

From what I have read on the forum, the screen can't be repaired. However, it does seem that the Fitbit company are willing to replace a tracker if it is still under guarantee. At least that was my experience.

You should contact the Fitbit Customer Service from inside the Fitbit app (go into your account settings, choose Help and then Contact Customer Service). They will provide you with a case number and will then have to send a photo of the screen accompanied by the case number..

Once they had accepted my claim I received a new tracker in a few days (just the module, no bracelet or charger).

Hope that helps.

[jogibee]

Warranty run out, so have to buy new one Than going to buy Apple Watch . Thank you

Sent from my iPhone

[sereneleen]

I've had charge 2 for almost two years and it just spontaneously cracked vertically down the face - no impact.  Spoke with fitbit online and they will not cover it since it only has a one year warranty.  They offered me 25% off most of their trackers, but 40% off the ionic.  They know it is an issue, that the face is defective but are not willing to stand behind their products.  This was my third and last fitbit - so disappointed in them.  There are many other good fitness trackers.

[Dizzycat75]

My screen did the same thing. I have figured out that when I bend my wrist it puts pressure on the back of the unit which is transferred through the unit to the screen from the inside. Thus resulting in a crack down the side. I continued to wear it and there is now a crack on the other side as well. They run parallel the length of the unit and correspond perfectly with the outer edge of the raised portion on the back of the unit. Obviously a design flaw. I bought the extended warranty with mine but honestly haven't had the time to mess with fighting for a replacement. Should I?

[Dizzycat75]

My screen did the same thing. I have figured out that when I bend my wrist it puts pressure on the back of the unit which is transferred through the unit to the screen from the inside. Thus resulting in a crack down the side. I continued to wear it and there is now a crack on the other side as well. They run parallel the length of the unit and correspond perfectly with the outer edge of the raised portion on the back of the unit. Obviously a design flaw. I bought the extended warranty with mine but honestly haven't had the time to mess with fighting for a replacement. Should I?

[PaulintheVar]

Hi Dizzycat

If your Fitbit is still under guarantee then I think it is well worth making a claim. I found the process reasonably straightforward and the contact was friendly. I received the new tracker in just a few days.

Hope it helps!

PaulintheVar

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