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]

Always fight for a replacement as this is a world wide problem irrespective of what the Fitbit agents tell you.  The more people that post and complain the more that they will take notice.  Good luck and let the forum know what happens as it is the only way 😊

[sereneleen]

Fitbit told me they are replacing those under warranty. Mine was out of
the warranty period.

[WalkingFiend]

@DitzyCat(?) Looks like you uploaded this multiple times. Yes, of course you should request your replacement, especially if you paid for the extended warranty. That cracked screen in now compromised and will fail sooner. However you must be wearing this exceptionally tightly and to far down on the wrist if what you describe is indeed the cause of your cracks. For most ppl that is not the situation.

Let us know how it goes!

[jamemarc]

I would expect Fitbit is becoming more generous in their warranty replacement policy now that the new model is in production and word is getting out on the Charge 2 screen issues. Since mine was just out of warranty when the screen cracked, I was not able to get a replacement. To reward their poor support for this product, I am going to bite the bullet and switch to an Apple watch for my replacement. I have lost confidence in Fitbit.

[sereneleen]

Me too. It is so disappointing that they are not standing behind their
products. It is clearly a design defect.

[ypease]

I think you should. If you paid out your hard earned $ for the extended warranty, you should use it. I see they offer the extended warranty through Square Trade. I had a claim through them a few years age. No hassles. They replaced my item rather than repair it as there was no fix. There is no fix for this issue, so I would definitely file the claim. Especially with 2 cracks.

I have been looking at the Charge 3. I have been a long time user of various models of Fitbit. I’m just gun shy from this experience. I need to do some real soul searching about this.

From my iPad

Moderator edit: personal info removed

[WalkingFiend]

@YvonnePease
You’re spot on about soul searching. Companies don’t realize trust is everything. My first car I bought brand new. It was a cheap car but was so bad that i have never bought another vehicle made by that entire car “family”. Of course a car is much more $$, but a wearable device used for this purpose is very PERSONAL so it means more to us than other items. I’m glad to hear Fitbit is doing a bit better — thanks, in no small part, to this forum. There are a lot of awesome and helpful ppl in these forums!

[HeydyF]

Hey guys! It is great to see you around guys more often! 

I appreciate the fact that some of you have get in touch with our Support team for further help. As you know, there are different options to get you back on track; all of them based on your warranty. On the other hand, I appreciate your feedback in regards of our products and their usage. Please note that our team is constantly reviewing the Fitbit forums looking for improvement Fitbit devices and offer a better experience and keep our users motivated to reach their fitness goals.

Have a nice day! 

[DavidC18]

I would encourage anyone with an out of warranty cracked screen to write/email a personal letter to fitbit upper management asking for assistance with both the cracked screen and keeping loyal customers. They responded to my letter by sending a replacement charge 2 even though I did not ask for a free replacement. I was so happy with this response that we purchased 2 Versas during the black friday sale this week. 

The necessary contact information is posted earlier in this thread for all of fitbits upper management team.

Best of luck

David

[sereneleen]

It would be the right thing to do to stand behind your products. Clearly
the cracked faces are a design defect. After 3 fitbits you have lost me as
a customer.

[jamemarc]

DavidC
A letter to upper management is good advice and a good tactic if you can’t get resolution through normal channels. Too bad you had to resort to that approach to finally get what should have been provided from the start. By providing you a replacement after expiration of your warranty, Fitbit working to build back customer loyalty by clearing out inventory of older, flawed device.

[jogibee]

please let me know the outcome. Thank you.

[JeniferGaia]

My screen did the same thing.  I was very careful with it.  Never bumped anything either.  Very disappointed.

[Walkeveryday]

@sereneleen looks like part of your message was removed but I am curious who was able to help you get a replacement regardless of warranty period. FitBit should stand behind this defective screen problem to keep their customers but I’ve had no luck so far. 

Thanks. 

[Dizzycat75]

No one has helped me. Even with the extended warranty.

[PaulintheVar]

I'm sorry to hear of folk not getting a good response from Fitbit. As the person who started this thread, I have to repeat that my experience was very positive. The customer service team (dealt with only online) were polite and helpful, and I received a replacement within a few days.

[Gm5399]

It seems the fitbit 2 has a serious problem with the screen, I too noticed my screen had crack, unfortunately there are no replacement. 

[Gm5399]

Update: all resolved, Fitbit replaced my Fitbit

[sereneleen]

great!

[WalkingFiend]

@Dizzycat75. They will NEVER allow contact info to post — maybe they think it’s a liability. You need to contact Fitbit Customer Service yourself. From the last few posts it seems they’ll honor your warranty. However if you are in Europe you likely have legal protection that you could pursue. In any case I’d go directly to Fitbit and start there. The new Charge 3 is out though so what they’ll offer you I don’t know. Hopefully they have some 2’s left over for warranty replacement. Good Luck!

BTW, mine has a minor crack after leaving on charger overnight but it’s hanging in okay at almost 18 months.