Feedback about Charge 2 screen

[Alliteration26]

As was confirmed by Fitbit during two telephone conversations with corporate, in a percentage of the Fitbit Charge 2 faces spontaneously crack. Although Fitbit was aware of this they did not inform buyers and once the Charge 2 is out of warranted they will not replace it. They continued to sell the Charge 2 after they were aware of the flaw. Fitbit does not repair trackers. Fitbit offers a percentage off a replacement and no other adjustment. I am disappointed in the corporate policy. Every hour I am electronically prompted by Fitbit and am sent weekly email progress messages. Certainly, I could have been notified of the manufactured flaw and replaced the product in a timely manner within warrantee.

Moderator edit: Subject for clarity 

[Rich_Laue]

1. I know many that have no issues with the Charge 2. 

I'm not sure about Fitbits decision to offer discounts instead of fixing. Other manufacturers will offer a paid repair service that costs only slightly less, sometimes more than a new product. They then make the customer pay for shipping the unit and you get your old unit back. Fitbit on the other hand, will give a discount for a brand new unit and if the price is over $50 the user doesn't even pay for shipping. To me this is not a bad deal. 

Cracked screens are rarely if at all covered under the warranty. The optional extended warranty does cover cracked screens. 

I haven't heard of a glued on screen spontaneously crack. 

I found this post on the Charge 2 in the unrelated Charge board. 

[RicardoFitbit]

Hi @Alliteration26, welcome to the Community Forums! Sorry for the delayed reply.

Thanks for taking the time to share your thoughts and personal experience with your Fitbit device, I understand your situation and how frustrating this matter can be for you. I'd like to let you know that we are always striving to improve the Fitbit experience with our products and services, therefore, the feedback that's shared here in the Community Forums is always appreciated and really helpful for us to evaluate our procedures and make sure that we are delivering what our users want and need.

Since you already received assistance from our Customer Support team, I suggest you to contact them back if you require further assistance or if you have any additional questions about the outcome of your case. Also, for a better understanding of the information they provided to you, please check our warranty policies here. 

@Rich_Laue Your support is appreciated! Thanks for the helpful information that was shared in your post/

Let me know if you have any additional questions, I'll be around.