Cracked screen - My experience with Customer Support

[Cloudy99]

Discovered a large crack virtually from top to bottom of my Charge 2 screen - been emailing customer services back and forth for days now and getting nowehere. This Charge 2 device was sent as a replacement to my Charge HR which was faulty.  And today I’ve been told that although it was only January 2018 that I received it (and therefore still within the usual 2year warranty), the warranty they go by is when I purchased the original device back in August 2016?!?  The amount of posts I’ve read regarding cracked screens is huge so obviously a major flaw in the material or manufacturing process. Any ideas? 

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hello @Cloudy99 thanks for bringing this to my attention, I'm glad to see you participating in our Community Forums and help you out with this.

I'd like to appreciate all the information and details that was shared with us here in the Community Forums regarding your experience with Customer Support, your replacement Charge 2 and the resolution that was provided by them. If you have any additional questions about the information that was provided, I recommend you to contact them back for more details. Take in consideration that our Support team refer to our warranty policies to move forward with a warranty replacement, please check our policies for a better understanding of their resolution.

I'll be here if you need anything else. 

[Cloudy99]

Hi - I’m not sure what advice you are giving me here if you can expand please?

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[RicardoFitbit]

Welcome back @Cloudy99 thanks for your reply.

Since our Support team already provided you with assistance regarding your Charge 2 screen difficulties, I suggest you to contact them back for more information and details if you have any additional questions about their resolution. Also, please check our warranty policies for a better understanding of their conclusion.

Let me know if you have any additional questions. 

[SusanME]

Mine has broke too 😞  This is my 2nd one, after the 1st one had a broken screen too.  I'm not sure how it got there but reading all of the comments it is just not me that this is happening too.  I can't even wear it right now because the band broke again.  I have had this replaced before too.  The fitbit is over a year so no use in talking to them.  I'm not sure what I am going to do at this point but looking into other types.

[RicardoFitbit]

Hi @SusanME it's nice to see you again participating in our Community Forums, welcome back.

I'd like to let you know that I've contacted our Support team on your behalf to receive further assistance with the display of your Charge 2 device. Please keep an eye to your email inbox for their contact, they'll be int ouch with you really soon. Even though you believe that your device is outside our warranty period, our support team may provide you with some options to resolve your concern.

In the meantime they get in touch with you, don't hesitate to contact me back if you need anything else.