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 @WalkingFiend @Sweetchilli92 @Ruscanuck @KatieBakes.Thank you for your feedback about the Charge 2 and for your patience up to this point. If you haven't done so please let our Support team know about this issue so they can review the warranty and offer options accordingly.

Let me know how it goes.

[Ruscanuck]

They said that your bad manufacturing isn’t covered by warranty. Screen cracks, even when it looks like a mountain, and rubber popping up along the edge of the wrist bands apparently isn’t covered by warranty. 

[Ruscanuck]

Thanks. Apparently when I reply via my iPhone is puts the signature line in there. Reasonable, but never thought about it. I edited the post and now know not to reply directly to the email notification directly. Need to log in to their community site. 

[DrFillster]

Wife and I both have Charge 2's.   Both had cracks in same place.  Both were replaced via warranty.  Both replacements have cracks in same place.  This is an obvious manufacturing issue.  I suppose I could call customer service but at this point I think it's just time to move on.  Unfortunate that Fitbit has not "owned" this issue and moved owners to a different device.  

I am concerned that the Charge 3 charger looks about the same and will subject the tracker to the same lateral forces.  Not sure what other tracker I'll migrate to.

[RockNGrandma]

I suspect the NYSE will reflect the lack of customer care in their product.

[jamemarc]

RockNGrandma, you would like to think their lack of customer service/support would be reflective in their stock price, but it can challenging to get the word out on defective products.  This forum is great, but how many actually see these posts?  For example, I tried to leave a review on Amazon a while back, but was blocked due to “unusual activity on this product”.  Fitbit a big advertiser on Amazon.  Could this be a factor in their blocking negative reviews?  Personally, I just refuse to reward them with anymore of my business.  I went to an Apple watch and have been very pleased with fitness tracking capabilities. 

[clatb4if]

Agreed. I did however accidentally swim with my charge to and had to buy the charge three which is waterproof. If this face cracks of course that voids the water proof character and Fitbit will certainly hear from me even if it’s past the warranty date. What a proof is waterproof.!.!
Sent from my iPhone

[herroldj]

Just a heads up on the charge 3 they are advertising it as water proof and swim friendly but the packaging only says water resistant. And I’ve heard from other places a few instances of water under the glass or not charging after swimming or dying outright from swimming. And the response from support has been water damage not covered by warranty.

Sent from my iPhone

[herroldj]

Just a heads up on your charge 3 they advertise it as water proof and swimmer friendly, but the box only says water resistant with no ipc or ipx rating.  And I have started to hear reports on them of water behind the glass non responsive screens failing to charge and turn on after swimming.  And the reports I’ve heard also say that Fitbit support claims water damage is not covered

[steffi2]

Mine has developed the same characteristics and I do not feel that a 25% discount is an acceptable solution for what is already known as happening for multiple people.

[jamemarc]

This thread has been active a very long time, a testimony to the number of Fitbit customers having the same issue. Count me as one of those frustrated customers. Unfortunately, it’s not easy to get the word out about this device and Fitbit customer service. Do your best to inform others and don’t reward them with any more business.

[FitbitUser331]

Cracked screen like the rest of them on both of our Charge 2 FitBit trackers....one tracker was hardly ever worn by my 10-year-old and it's screen cracked while being safely stored at home. In all fairness, the cracking is much less pronounced on that device 🙂

FitBit had initially offered a 25% which was $7 lower than their current Web store price. After I mentioned this, FitBit offered 40%, the offer they later retracted, with the explanation that I can't "combine two promotions"

My FitBit ownership summary: Two FitBit Surge trackers damaged by the moisture from my sweat

                                                  Two FitBit Charge 2 trackers with cracked plastic screens

 and all the while staring at two dashes instead of the actual heart rate during short bicycle climbs with an "explanation" by Fitbit support that those trackers are not medical devices and are expected to not display the heart rate correctly all the time!?

[Suzie581]

I have not just one, but 2 cracks across my Charge 2 screen.  They appear to be from the inside and happened without it being dropped or banged.  If I had hit my wrist on something hard enough to crack the screen I would have had a bruise to show for it!  I asked if they were having trouble with heat affecting the screen and was told yes to which I replied that most people that exercise to so outside and it does get hot in the summer months.  I was also offered the 25% discount but I'm afraid to spend more $ and end up with the same problem.  There obviously is a huge problem and fitbit needs to be held accountable and replace the faulty product!!!

[RockNGrandma]

They are apparently selling a faulty product - I think you are the first
they have admitted in knowing this. I'm seeing more Apple's on wrists than
Fitbits lately. In the end, the winner will be????? They know this. I
wouldn't change if they would stand behind their product.

[Suzie581]

I absolutely agree.  I would stay with Fitbit if they would stand behind their product and just replace this one that is defective!!!

[Suzie581]

Spoiler

I wish ....

[FitlessBit]

Same problem as everyone else!  two cracks along the sides.  Stress fractures from an inadequate screen?  This is shameful of a high end product that I paid $150 for!

[DrFillster]

Just get a Garmin. Got mine couple months ago and looking forward.

[WalkingFiend]

@FitlessBit.
Welcome to the club! You know, the one nobody wanted to join. I can give you some hope depending on the degree of your cracks. Mine haven’t gotten any worse and the device still works a year+ later. Battery isn’t what it once was but not terrible. I do take extra care not to let it get wet just in case.

[Deesch]

My replacement has also cracked. I suspect sunscreen may be the culprit. I noticed that my first one cracked after getting home from the beach. The second one cracked ON the beach as I was spraying sunscreen and got some overspray on the watch. Anyone else see a link?