Cracked Screen

[SunsetRunner]

The screen has cracked in 2 places all the way down the centre and on the left hand side on my fitbit 2. It still works fine but I would like to get the screen replaced. Any ideas please

[Tony.r]

Hi @SunsetRunner Welcome to the Community. So sorry to hear about your cracked screen, allas there is no way to get it replaced. 

[SunsetRunner]

Aww that's a shame but thanks for letting me know



Sent from Samsung tablet.

[Tony.r]

Your welcome, perhaps a cut down phone screen protector may prolong it from getting any worse. 

[Starlight5]

If your fitbit is under a year old they will send u a new one. Do online chat. 

[AlvaroFitbit]

@SunsetRunner Welcome! It's great to see you around! 

I will assist you with your damaged Charge 2 screen and sorry for the delay in my reply. As @Tony.r said the screen isn't replaceable but you could let our Support team know about the issue like @Starlight5 suggested. You will get an email from them.

Let me know how it goes.

[SunsetRunner]

Thank you for your reply but I have had my fitbit for a couple of years and apart from the cracks in the screen it works perfectly.
I have however heard a number of people say their screen has cracked as well so wondering if it a design fault?



Sent from Samsung tablet.

[Sammii1977]

Did you get this resolved? I an in exactly the same position and looking for advice. I have no idea how the crack got there and thought it was a scratch for a while. My screen still works but I worry about water/ moisture getting in. I've only had it since Christmas and am very careful with it. Any help would be appreciated. 

[SunsetRunner]

Hi, I have had my fitbit for a couple of years but if yours is only a few months old you need to contact customer support and they may replace your fitbit for you. Mine is too old for replacement but still works even with the cracks

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[Sammii1977]

Thank you, I'll do it straight away.

[AlvaroFitbit]

@Sammii1977 Welcome! It's nice to have you on board!

I will assist you with your damaged Charge 2 screen. As @SunsetRunner said it would be better if you let our Support team know so they can assist you. I noticed that you already have a ticket with them so I wanted to know if they were able to help you?

@SunsetRunner what happened with the ticket you had? What did support tell you?

I look forward to your updates.

[Ravengirl]

My screen was fine yesterday, woke up today to a desk running sort of diagonal length wise across my screen.  There’s no way I hit anything over night as I don’t even have a headboard. Has Fitbit helped to replace the broken screens for anyone? 

[SunsetRunner]

If your fitbit is still under warranty just contact customer service. Mine is a couple of years old so no replacement but they did send me a voucher for 25% off a new one, unfortunately it was only valid for immediate purchase so no good to me as mine still works.
Good luck

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[Stoop]

There’s a huge thread in this.

IT’s a design fault but they won’t admit it. 

[Sammii1977]

Totally agree a design fault. I did contact Support and they are sending me
a replacement pebble.
Worth trying if you do have a cracked screen. Quite a simple process too.

[SunsetRunner]

They won't replace if over 12 months old. Offered 25% discount

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[Sammii1977]

Yes, mine is only a few months old. I was offered a replacement or 50% off
a new Fitbit. I chose replacement.

[Ravengirl]

Mine too is two years old. I won’t buy another Fitbit as I’m sure the next
screen would crack too as it seems to be a flaw in the construction of the
Fitbit. Thanks for the reply, I am currently working on a solution. I hope
Fitbit will be reasonable. 😉🤔
--
“Do not judge. You don’t know what storm I’ve asked her to walk through.”
God

[RicardoFitbit]

Hello guys! I'm glad to see you participating in our forums again @Ravengirl @SunsetRunner @Stoop and @Sammii1977, I'm here to help.

I'd like to let you know that Fitbit is always striving to improve our users Fitbit experience with our products and services. We appreciate all of the input we receive from our users and the Community Forums because this information help us to evaluate our procedures for future reference. Thanks for the feedback and your patience with this situation. I'm glad to know that our Support team is already assisting all of you with this concern, for any inquiry about their resolution, please note that they always refer our policies for any warranty procedure.  

I'll be here if you need anything else, let me know if you have any additional questions. 

[SunsetRunner]

I must admit I hadn't realised what a problem it was but I now know several people who had the same problem but didn't report it as they thought that somehow they must have done it. It has to be a design fault and one fitbit should be looking into. I was going to get a new one but not now.

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