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

[Dizzycat75]

Thank you!

[Missyb890]

The screen on my Charge 2 has also cracked! 

I have been in contact with Fitbit who say that my tracker is out of warranty despite only being purchased in May 2018! I have been offered a 25% discount which I think is a bit of a cheek really! 

[Dizzycat75]

So frustrating! I too have been in contact with them and because I
purchased the extended warranty through Sam's they will not replace and
have not offered any discounts. Not that I believe that is any kind of
solution.

[jamemarc]

With literally hundreds of related posts, Fitbit has known for some time there was a design issue with the Charge 2 screen. I find it criminal that they continued to sell this model and not support customers with repairs or replacements. At this point, about the best we can all do is not reward them with future business and make sure to get the word out to other potential customers.

Sent from my iPhone

[Missyb890]

You’d think they would have put out a recall on this model with the hundreds of posts regarding the same problem but they don’t seem to care. I was going to upgrade to a Versa in the summer but I don’t think I’ll bother now. It’s just not good enough to expect consumers to put up with faulty goods! 

[Missyb890]

Oh and since mine is only 8 months old it is still covered by the warranty however Fitbit tell me it isn’t? 

Fitbit have been in touch with me. All now resolved.

[WalkingFiend]

@sereneleen — Oh wow! Why would they do that? Definitely not customer friendly. I can see they wouldn’t want one person swamped, but no need to threaten you.....just ask nicely. You’re just trying to help ppl, not being malicious or unpleasant.

To the person having issues:
I don’t understand how they can claim not to honor their own one year warranty?!!! I would indeed try alternative methods — phone, e-mail, chat versions of support.

[WalkingFiend]

@dizzycat — did you get with Sams Club and see if they would intercede on your behalf? I’d hit them up if you bought the device and warranty from them. May have to push it beyond local store, but you never know. Maybe they’ll honor it if they have some left.

[Julieingoole]

Depends on where you live,  in the UK we have automatic 2 years warranty on all electronic items.  

Sent from Yahoo Mail on Android

[HeydyF]

Hey guys, I hope you are doin' fine! 

I can see that some of you already contacted our Support team for further help, which is great, I appreciate the time you have taken to do that. And I see that for some of you, the experience met your expectations. Now, for those whose experience wasn't the one you were expecting, let me explain to you that our Support team does the best they can to get you back on track, but please understand that your options under warranty are different in every case. 

I really appreciate your feedback guys, since it helps our team to improve our products and services. 

Let me know if you have any other comments or questions! 

[RockNGrandma]

I appreciate your message... But, I feel the problem with all of our cracked
fitbits should be replacements- under warranty, or not. Our fitbits are due
to a faulty with your product. I truly enjoy my fitbit, as I feel others do,
as well... with the exception that we each wear (or not) your product that
is damaged due to no fault of ours. I'm disappointed that your company
hasn't chosen to simply do what is right for customers that chose to
purchase your product. To offer us a discount towards one of your other
products is further taking away our finances and adding to yours... that is
a fact I find more disappointing than a faulty fitbit.

[Pepsicat_0]

I think what we are saying and what you don’t seem to understand is the
Charge 2 has a fault and this needs to be rectified. No matter if it’s
under warranty or not it is a bad design and you should replace them all
and take the Charge 2 off sale until you rectify this design fault.

[WalkingFiend]

@Pepsicat_0. Oh they understand all right, they just chose to make the decision we on here believe is not best. The Charge 3 has been for sale for some time now so if you see any 2’s for sale I expect they’re leftovers. Question I have is the screen fixed on the 3’s?!

My 2 has hung in pretty well with only a minor crack that occurred fairly recently when I left on charger overnight. I had been careful to monitor for “just enough” charge prior to this — not that we should have to do so. Over all mine has been very good and I suspect that is most of the devices, which is why I’m more disappointed they didn’t just honor the few justifiably upset folks on here. Even though mine has been good it’s given me doubts about them.

[Missyb890]

Just a quick update, my Fitbit Charge 2 has been replaced. It was all done very quickly and with no trouble at all. The person who contacted me couldn’t have been more helpful. He said the pebble would be with me as soon as possible and 4 days later I have just taken delivery of it. I am so pleased that I have had a good ending to this and hope you all get help with yours too. I am hoping now that this Charge 2 holds out as I am not planning on upgrading until the summer! Thanks x

[HeydyF]

Hello guys! I appreciate your participation here in the Community! 

Here at Fitbit, we use the best materials to design our devices, so we can offer one of the best fitness experiences, so I can tell you that, issues like a cracked screen are not happening because the Charge 2 is defective. I'm not saying either that this is due to the users fault, not at all, but I always suggest to  take good care of your devices, specially on the screens. If something goes wrong with your trackers, as long as you are under warranty, a replacement can be processed for you, and if not, our Support team always try to find a way to get you back on track, with a discount, for example. Anyways, we really appreciate your feedback, as these comments let us know which areas need to be reviewed because they need improvements. 

Have a nice day folks! 

[herroldj]

So for the people whose screens cracked while charging it’s not a defect it’s because they charged it right they should have left the device dead right.  And mine for example cracked while pushing a stroller around Disney I guess since it’s not a defect I shouldn’t have been have been wearing a fitness tracker outside where it was hot.  Not to mention the not defective bands that split because people cook while wearing them as a watch.  It’s not defects, everyone with the same issue is just using them wrong.  Got it, the users spending their money supporting your products are using them wrong because they seem conveniently crack in the same fashion at about a he same just outside of warranty point. 

[jamemarc]

Moderator
Well, I see Fitbit are still in the denial stage about the screen issues with the Charge 2. If not a defect, then why are there literally hundreds of similar posts across several forums about cracked Charge 2 screens? Like mine, many noted that the screen cracked after being on the charger overnight. If not a defect, then what has Fitbit learned from review of all these reported cases and inspection of failed products? I found a very interesting post from a consumer advocacy reporter with an eastern US newspaper. The customer saved the paper trail between her and Fitbit. In his article, the reporter included the following direct quote from Fitbit: “Rest assured that we’re aware of this issue and our engineering team is working on this, Melissa.”

[Irreverent]

Get replaced, 4 weeks, and that happening, is ridiculous!! You should be under warranty.

[RockNGrandma]

I can not believe you actually stated, "... I can tell you that, issues like
a cracked screen are not happening because the Charge 2 is defective". OK...
so, the Charge 2 SCREEN is defective...

Got it. Will you kindly replace my defective Charge 2 screen? You can mail
me a new one or I can send my Fitbit to you to replace screen. Thank you.

[WalkingFiend]

@jamemarc and @herolldj
Good responses to an incredibly obtuse post