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

[Ravengirl]

Me too.
--
Do Not Judge,
You Don’t Know What Storm
I’ve Asked Her To Walk Through.
God

[AlvaroFitbit]

@Jamesoc3 A warm welcome to our Community! Sorry for the delay in my response.

I have created a ticket for you so Support can further assist you with your damaged Charge 2.

@Ravengirl thank you for sharing your feedback in this thread. 

Let me know how it goes.

[Micantina]

I don’t think Fitbit will do anything. I just won’t buy or recommend them. I have four friends that I had recommended them to and they bought one.

Sent from my iPad

[Micantina]

I now have had two screens that have only lasted 18 months each. That seems the norm. I am disable and so an not rough with it. I treat it with care . 

[Jamesoc3]

Haven’t found anything yet that fits my need and price range.

[RicardoFitbit]

Hello guys! I'm happy to continue providing assistance, my apologies for the delay in responding. Your replies and updates are appreciated @Micantina and @Jamesoc3.

The feedback that was submitted in your posts are appreciated, note that we are always striving to improve our products and services, therefore, the feedback that was provided is really helpful. For any inquiry related to our warranty policies please check them here.  

I'll be around. 

[Djoyce09]

Hi, my wife, myself and 2 daughters all have charge 2 Fitbit however last week cracks appeared on both mine and one of my daughters after we returned from holiday. All devices are 2.5 years old now. What are our options re this as seems to be a standard fault? Any advice much appreciated

 Kind regards douglas joyce

[dbholish]

Keep using your Fitbit until it stops working.  If you want to stay with the Fitbit brand I saw many Pebbles on the eBay website.  Most of them were new.

[Jamesoc3]

There are no options. Basically, all Fitbit will do is maybe offer you a discount on new ones. My solution: when mine finally dies I’ll look for an alternative brand.

JC

[RicardoFitbit]

Hello again, it's a pleasure to continue providing assistance, sorry for the delayed reply. Welcome to the Community Forums @Djoyce09 and @Jamesoc3. Nice to see you again @dbholish.

I'd like to share with you guys that since this is a hardware issue, our Customer Support team will refer to our warranty policies to determine the eligibility for a replacement device. That said, my best advise will be to contact them directly and check our warranty policies here for a better understanding of the assistance they will provide. 

Don't hesitate to contact me back if any of you have additional questions. 

[Micantina]

It is out of warranty as it was purchased 3 years ago after 18 months I had a cracked screen so was sent a new one, now this one has a cracked screen again after 18 months the guarantee is not on the second one apparently

Sent from my iPad

[SunsetRunner]

The same thing happened to me. Device is probably about 2.5 years old. Last summer when hiking, I noticed that a massive crack appeared down the middle of the screen out of nowhere. I know I didn't strike my wrist on anything hard enough to damage it that severely. It's been a year or so now and it still works fine (more or less) but I thought it was so odd that it just cracked like that. Interesting to see that it's a frequent occurrence!

[Hijaqi]

I had a cracked screen, after about 8 months, and they replaced my Charge 2. Then the Replacement one developed a crack, after about 8 months too, and they refused to replace it, as they said it was outside the One year Guarantee period! I disagreed, as I had only had the second one from new for 8 months but they still refused. They told me that this was not a frequent problem (! ) and I said I thought it was, from reading the Community reports . They then  offered me a discount off a new one, but I am concerned that I will have the same problem.  My next purchase will sadly Not be Fitbit!

[RicardoFitbit]

Hello guys, it's a pleasure to continue providing assistance with your Charge 2 devices. Welcome to the Community Forums @Hijaqi. It's nice to see you again participating here in the forums @Micantina and @SunsetRunner, welcome back.

Thanks for taking the time to share your thoughts and feedback on this thread, I totally understand how frustrating this display situation can be for all of you. Please take in consideration that we are always working to improve the Fitbit experience with our products and services, that said, the information that was posted is really helpful for us. For any inquiry related to our warranty policies, my best advise will be to check them out here because our Customer Support team refers to such information when it comes to a warranty replacement procedure.  

I'll be around if there are additional questions that remain unresolved. 

[SunsetRunner]

Oh, Ricardo. I understand this canned speech is all you're given by Fitbit, but copying and pasting the same vague assurance without actually offering anything meaningful is not "providing assistance". No one's been assisted. Fitbit just offers empty platitudes and it's so transparent. 

Having an issue with a device is one thing. How the company handles it is another. These repetitive responses that don't offer any concrete solution or action are disappointing and just further ensuring that the next fitness device I purchase won't be a Fitbit.

[RicardoFitbit]

Hey @SunsetRunner, your prompt reply is appreciated.

Please note that my only intention is to resolve your inquiries and concerns, however, I'm unable to change our policies nor access to your personal information to initiate a warranty replacement procedure. Reason why, I suggested you to check our policies for a better understanding of our Customer Support team outcome regarding this situation. Also, since this is a hardware issue, there's no information or troubleshooting steps I can provide you to resolve it in another way.

My apologies for the inconvenience you went through with you Charge 2, thanks for sharing your experience with us.

I'll be around if you need anything else. 

[sd_sc]

My screen developed a crack this weekend as well. I've emailed customer support (and I see I can expect a response in about 2 days). This is my third FB in 4 years. Sigh. 

[RicardoFitbit]

Hey @sd_sc thanks for bringing this to my concern, welcome to the Community Forums!

I'm sorry to know that the screen of your Charge 2 is cracked too, thanks for contacting our Customer Support team prior to posting. Just as you stated, the reply from our Support team, if contacting them by email, can be expected within 24 - 48 hours, however, you can contact them via chat or a phone call too. To do so, please refer to: Get Support.

Let me know if you have any additional questions.

[Kat567]

My screen also cracked. I called them, sent picture and because it’s out of warranty they will not replace it. I could have 25% off, but no. I don’t spend $150 on a “watch” to have it break while I was asleep. It cost me $75 a year to use this. I think I see what else is out there. Good luck 

[Micantina]

That is what happened to me. It was fine when I went to sleep and the next morning it was cracked

Sent from my iPhone