Charge 3 screen cracked

[AnnHuang]

The screen cracked by itself in 10 days usage.

Moderator edit: updated subject for clarity

[JuanJoFitbit]

@AnnHuang Welcome to our Fitbit Community! I'm sorry to hear that your Charge 3's screen got cracked. Due to this, let me go ahead and forward your case to our Support team so they can review it and provide a solution. You should receive an email from them soon.

Let me know if you have any doubts! 

[Nickpe]

Hi my screen has also cracked one week after purchase. I have not dropped it. Please could you advise if Fitbit will resolve. Thanks

[AnnHuang]

I am in Canada. So, I just go back to BestBuy where I purchased from. They replaced a new one for me.

[JuanJoFitbit]

@Nickpe Thank you for joining us in this thread and our Fitbit Community! I'm sorry that your Charge 3 screen has cracked too. I'll send your case also to our Support department and they'll be happy to follow up and assist you accordingly.

Keep an eye on your email account.

@AnnHuang I'm so glad to hear that our Support team sent you a replacement unit. Thank you for posting the update here and it's great that you are back on track.

I'll be around if you guys have any questions! 

[mongoose0614]

I have a charge 3 from the first week of release.   The screen is cracked diagonally across but not shattered.  Afraid to take it into the water.  Would like to get replaced.  it was never dropped or abused.

Was going to get another for my son but want to see how they handle issues like this.

Moderator edit: merged reply

[JuanJoFitbit]

@mongoose0614 Thank you for joining us in this thread and our Fitbit Community! I'm sorry to hear about the cracked screen of your Fitbit Versa. Even though is not shattered, I'll forward your case to our Customer Service team so they can assist you accordingly. Please keep an eye on your email account.

Happy holidays! 

[SunsetRunner]

I also have a cracked screen that appeared out of nowhere. I have already started a case with your customer support. Hoping that this will be resolved quickly.  Seems odd that they would crack so easily. Mine has never been dropped or abused either. Very disappointing as I am being told it is not covered by warranty. If it is not resolved, I will certainly reconsider future fitbit purchases. 

[JuanJoFitbit · Accepted solution]

@SunsetRunner Thank you for participating in our Fitbit Community! I'm so sorry about the damage that your Charge 3 screen developed. I would like to follow up and would like to know if our Support team provided a solution.

Looking forward to your response! 

[Spidamonky]

Good evening,

My screen has cracked too. Could you please advise on what I need to do.

Thanks 

[mongoose0614]

Didn't do any good.  They blamed a desk jockey 47yr old man for abusing the product.  Shameful response.

@Spidamonky Bend over and use petroleum jelly.

Moderator edit: merged reply

[SunsetRunner]

@JuanJoFitbit

Yes, they responded very quickly via email with an UNFAVOURABLE response:

"We're able to speak with one of our technical support here for the Charge 3 and was advise that this issue isn't covered by our limited warranty"

$200 CDN and it didn't even last two months. Being in the fitness industry, I will certainly NOT recommend Fitbit to my peers or participants and I most likely won't be buying again. 

[JuanJoFitbit]

@Spidamonky I apologize for the late response! However, I'd like to welcome you to the Fitbit forums and provide further assistance for the damaged screen. Since your Charge 3 screen is has also cracked, I will send your case to our Support team and they'll be happy to follow up and provide a solution. You will receive an email from them soon.

@mongoose0614 @SunsetRunner I'm sorry about the experience you had with your Charge 3. I know how frustrating this is for you guys. I appreciate your feedback and comments since this helps us to keep improving.

[SunsetRunner]

@JuanJoFitbit The most frustrating part is that they sent me a link to review the Return Policy and Warranty information which clearly states:

"LIMITED PRODUCT WARRANTY

Fitbit warrants to the original purchaser that your Fitbit-branded device and Fitbit-branded device accessories (collectively, the "Product") shall be free from defects in materials and workmanship under normal use for a period of one (1) year from the date of purchase, except that if you reside in the European Economic Area (EEA) and you purchased your Fitbit product in the EEA, the warranty period is two (2) years from the date of purchase (the "Warranty Period").”

I have worn it on my wrist and occasionally attached it to the charger...is this not normal use?

[JuanJoFitbit]

@SunsetRunner I'm sorry to hear that the issue is not covered by the warranty. I totally understand how you feel about this. Thank you for sharing your feedback.

[eeycee]

I'm a 53yo grandma who uses my fitbit Charge for gentle physio. I've only had my C3 5 days and when I looked at it today the screen is cracked. The only place it could happen is putting my hand into my handbag. This can't possibly be outside normal use? I'm quite distressed that I can't use my new watch because it will get worse. I'm in Wollongong Australia. Please help.

[SunsetRunner]

@eeycee I am also a 53 year old grandma! 

But alas, Fitbit thinks we are running smashing our watches into hammers or something similar and will not warranty this obvious recurring situation.

To be honest, I am beginning to think the side button has something to do with the cracking screens. Definitely a flaw somewhere but they are unwilling to acknowledge that there is a problem. Pretty bad customer service for this model. Extremely disappointed with their responses on this one.

[eeycee]

Yes definitely a flaw in materials! McGorilla glass... I did nothing outside normal activity. I've reverted to my C2 for the time being and will seek advice regarding whether the C3 glass is actually fit for purpose.

[Caranne]

My Charge 3 screen is also cracked.  I believe it is a flaw as  my sister and husband whom also have this particular fitbit and theirs developed a crack as well.  Same exact spot-the right side of screen from top to bottom. 

[eeycee]

Hi
Yes, an internet search indicates that this is a manufacturing or materials flaw. I'm looking into Australian consumer law.
Regards
Elle

Get Outlook for Android