Charge 3 screen cracked

[AnnHuang]

The screen cracked by itself in 10 days usage.

Moderator edit: updated subject for clarity

[SunsetRunner]

I’m pretty sure its heat thats cracking the screens, others in similar circumstances have had this happen.. My charge 2 cracked last year when in Tenerife in full sun. I was considering buying the chsrge 3, but not now. Fitbit needs to get this fixed. 

[eeycee]

Hi. Yes Im certain that the battery expands as it heats (charges) however the glass doesn't. They told me mine is "impacted" after looking at pics. This isn't true it was 5 days old and the only contact was pouring my hand in and out of my handbag. Avoid C3 and go for an alernative thday can at least fix their products.

me too. 53yr old mum/student. They claim impact but unless putting my hand in my shouler bag qualifies as outside normal use then there was no impact. I used mine gently for 5 days. THIS PRODUCT IS NOT WORTH IT.

mine was 5 days ouold ld They claim impact but unless putting my hand in my shouler bag qualifies as outside normal use then there was no impact. I used mine gently for 5 days. I believe the heating (charging) battery expands and cracks the non expanded glass. A faulty product.

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Moderator edit: merged replies

[SunsetRunner]

Hello, here is a link to others whose screens have cracked, mine did the same whilst sunbathing in Tenerife. I didn’t bang it. Its too late for me to do anything about it, Ive had it for just over 2 years and was contemplating upgrading to the charge3. But there’s no way that I’ll be buying one now & I will be contacting Fitbit for an explanation.

https://community.fitbit.com/t5/Charge-2/Screen-cracked-in-heat/td-p/1809100

[LATX]

Caranne, you are on to something! That’s the same place mine cracked today. Thank you for your post I have been baffled all day long about my Fitbit crack.  It was fine before I walked into bible study today then 1.5 hour later I looked at the time and there was a crack top to bottom on the right side of my screen! I am so careful with my Fitbit Charge, this is so disappointing. Bummer that it’s happening to many other Fitbit Charge Fans. Take care. 

[Thuy888]

I've had my fitbit charge 3 for 4 weeks now and noticed a small crack on the screen after charging.  I have tried contacting customer service but they keep saying it is not a warranty issue.  I have not dropped it and explained this. I am very disappointed that there is no solutions other than having to purchase a new one?  I got this as a gift and this is my first fitbit.  With the customer cares response I am hesitant with the service i had.  Can i get some advice on how to get this resolved? 

[SunsetRunner]

Hello,
Mine was a charge 2 that cracked.
It was 2 years old when I complained
But they sent me a new one after I had
provided proof with a receipt.
They definitely should replace yours after just 4 months. Or try where you bought it from...,, this is a common problem throughout the fitbit range...
There are reports of other models e.g. The alta, where the screen cracks for no reason.... Fitbit needs to seriously look into this issue.

[stewie01]

my screen on my fitbit charge 3 has random scratches in it i have never hit it on something

[Nickpe]

No your support team did not offer a solution

[Stoop]

Thousands of Charge 2 screens have cracked too. Mine and my wife's have both gone the same way - a vertical crack whilst under warranty. Both were replaced after complaining that they cracked without any misuse at all. We are both in our 60's and do not use them for anything other than walking and cycling.

They are cracking due to poor quality workmanship and as such should be covered by the limited warranty. Don't give up. Keep on at them until they replace your charge 3.

[Spidamonky]

Thanks for this. Which email address is best to send complaints too. I’ve had no luck up to date.


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[Thuy888]

I was considering getting a Fitbit for my cousin as a gift so we can both keep fit but changed my mind as the customer service is poor after contacting them and got blamed for cracking it myself.  Noones even reached out from Fitbit on this post either. 

If Fitbit customers around the world are having the same problem and Fitbit knows how easily they crack they should fix the problem rather blame there customer. 

[SunsetRunner]

https://help.fitbit.com/?cu=1

Thank you,
Yes, this seems to be a massive problem for fitbit... they replaced my charge 2 pebble, but I’m not going to use it in hot conditions.
Regards
Tony

Moderator edit: merged reply

[SunsetRunner]

I have given up on getting good service from fitbit. I will be looking into other companies from now on.

[Stoop]

The most effective way is to contact Fitbit support on Facebook and Twitter. They will respond fairly quickly in my experience.

Good luck.

[Jonnycass]

Hi there after waking one morning 15 days after purchasing a charge 3 rose gold I had a giant crack appeared across screen .  Couldn't of been caused by my bed as headboard pillows etc all soft.  After looking online to find if there is a fault I found this page which shows there is.  

[SunsetRunner]

Hello,
If you contact fitbit, they should send you a replacement, they just want to see proof of purchase.
Keep the new one out of full sun,
I think its a heat issue.
Regards
Tony

[Jonnycass]

Thanks

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After week or so with emails etc they have denied all knowledge of a heating issue and will not replace or fix my what was 11 day watch.   DO NOT BUY ONE .  

Moderator edit: merged reply

[jkinsella]

This has also happened to my Charge 3 with no trauma to it??  What are my options?

This also happened to my charge 3 with no trauma.  What are my options?

Moderator edit: merged reply

[Jonnycass]

I complained to Fitbit saying there is a common fault as stated on your own forum and should b repaired or replaced.  They refused so after 2 more emails they sent new one out

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[SunsetRunner]

Yeah I have two cracks now. Glad Fitbit picks and chooses who they will service with a replacement. Second crack appeared after sitting on the patio one afternoon. Guess that was abusive or traumatic.