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Cracked screen

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‎09-19-2019 13:19 - last edited on ‎09-08-2020 12:50 by Fitbit Moderator

‎09-19-2019 13:19 - last edited on ‎09-08-2020 12:50 by Fitbit Moderator

Hi, my Charge 2 developed a crack in the screen shortly after I purchased it.  It was small at first, so unfortunately I ignored it.  However, it has continued to grow and now runs the full length of the screen. This still didn't bother me too much until recently when the pixels closest to the crack started fading. I've read a number of posts of people complaining similarly that they didn't hit, bang, strike the device and are not sure what cause the crack to appear in the first place.  My device was purchased in July of 2018, so it past the year warranty.   Is there anything that I can do?

 

Moderator edit: Subject for clarity 

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‎09-20-2019 17:13

‎09-20-2019 17:13

Hi @scurrent, welcome to the Community Forums! 

 

I appreciate all the details that were shared in your post. Because this is a hardware issue, let me share with you that our Customer Support team was contacted on your behalf to provide you with further assistance regarding the difficulties you're currently experiencing. That said, please keep an eye to your email inbox because they'll be in touch with you in a timely manner.

 

For any warranty-related inquiry, please check our warranty policies here.

 

In the meantime they contact you, let me know if you have any additional questions.

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‎09-21-2019 09:43

‎09-21-2019 09:43

All they offer you is a 25% discount on a new Fitbit. They will not fix or replace it once warranty is over.

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‎09-25-2019 20:19

In response to larr13

‎09-25-2019 20:19

Hi @larr13, nice to see you again participating here in the Community Forums, welcome back. Sorry for the delay in responding you post. 

 

Thanks for taking the time to share your thoughts and personal experience with us. Please take in consideration that every case is evaluated individually and accordingly to our policies, therefore, I suggest you to review our warranty policies if you have any additional questions about the information that was shared by our Support team and the outcome of your case. Keep in mind that we are always striving to improve the Fitbit experience, thanks for the input that was shared.

 

I'll be around if you need anything else.  

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