Gorilla glass 3 scratched already!

[lukaspechar]

It's been only a week since my wife and I got the Fitbit Charge 3. Already she has scratches and never hit anything nor did she brush her watch against metal. At most perhaps some light brushes against furniture. Is this really gorilla glass 3 I'm starting to have some doubts. 

[Owlet]

Glass doesnt just scratch itself. I've had my charge 3 for about a month, and it doesn't have a single scratch.

Moderator edit: Word choice

[seantnash]

Funnily enough I’ve just noticed a

large scratch on my Charge 3. It’s appeared some time today. I don’t remember banging it on anything but I obviously have at some point.

Luckily mine is still within the returns window on Amazon where I ordered it from so a replacement is on its way to me.

So much for the super tough gorilla glass on it. Think I’ll invest in a screen protector for extra protection.

[lukaspechar]

I'm surprised Fitbit haven't commented on this. I had phones with Gorilla glass 3 and never ever had a scratch on them. Off to look for scratch tests on Youtube. 

[SunsetRunner]

hi been looking in to the charge 3 myself I'm a fitbit ionic user it does have Gorilla Glass 3 as I've read and I also know that you can get a screen protector for them via eBay or Amazon and I've noticed that's some people are also selling a Fitbit charge 3 case which actually covers the Pebble itself and I'm pretty certain that you may even be able to get the toughened glass over for them to but on that note I had a phone with Gorilla Glass 3 in it and never once scratched it 

[MarreFitbit]

Hi guys @SunsetRunner, @lukaspechar, @seantnash, and @Owlet! Sorry to hear about the inconveniences you've been having with your Charge 3 screen. 

Also, thanks to the users who have shared alternatives for screen protectors on this thread. In this case, by checking the Feature Suggestions Board, I can see that a Fitbit screen protector is not a plan right now:

• Screen Protector for Fitbit Trackers

However, the Fitbit Charge 3 includes corning Gorilla Glass. This is great as the screen will be durable and very hard to scratch. You can still try the different suggestions given along this thread, feel free to also share your results. I wouldn't worry much because of the Gorilla Glass included. 

Hope this helps. Keep me posted! 

[LostAround]

For what its worth I've hit mine into a few walls already and slid down a steel ladder chase from a roof hatch.. and its been in my tool kit clanking around more then once. I have more then once freaked out from an impact to see its totally fine ❤️ 

Maybe yours is defective somehow, it should scratch unless you've seriously rough on it... I've dropped Gorilla glass 3 phones into a bucket of nails before and they've come out fine (my phone, was in an attic running line and had to collect and run)

[JohnnyRow]

I wonder if some of the "scratches" could just be something sticking on the surface.  You might try a  tiny bit of rubbing alcohol on a QTip to see if it wipes off.

[seantnash]

Mine was definitely a massive scratch unfortunately. I'm clumsy though so I'm more than willing to accept it was my fault rather than a design fault 😄

[SunsetRunner]

I've had Gorilla Glass 3 in a lot of my old phones I've had no screen protector on these phones my phone's been against keys it's been in my bag with various other items I've also dropped it a few times and not once in 2 years did I manage to scratch the Gorilla Glass 3 on that so I have a lot of faith within the glass in the charge 3 I honestly don't know how people have managed to scratch this already unless you've gave it a good smack against something and not realised or unless you've been testing the Gorilla Glass 3 like they do on YouTube with nails knives keys and sandpaper and various other Scratchy items

[lukaspechar]

Hi @MarreFitbit, 

I'm not sure you understood my problem. The Charge 3 is already scratched and that happened by lightly brushing against wooden furniture. No metal parts whatsoever. The Corning® Gorilla® Glass 3 advertised on the website is not durable at all. In fact I'm starting to wonder if it really is really using it. I've attached two photos (not the best quality, its hard to focus properly with all the reflections)

Tried cleaning it with a clean cloth but no luck. The micro-scratches are still there. 

Thanks

[lukaspechar]

 Hey @LostAround,

Exactly what I would expect! Unfortunately this is not the case. A real pity 😞

[SunsetRunner]

so it looks like fitbit have been putting Gorilla Glass 3 in every one else's charge 3s and the put normal glass in yours it's rather a deep scratch just for a light wood furniture knock.. I'm presuming the scratch testing did not go as well as you was hopping 

[lukaspechar]

@SunsetRunner I know it sounds weird but those are the facts. Still seems like Fitbit won't bother...

[MarreFitbit]

I'm glad to hear that yours is working as expected @LostAround! Thanks for jumping in here and sharing your experience. 

Thanks for the tips and recommendations @JohnnyRow! 

Did you already get your new Charge 3 @seantnash? 

Thanks for posting the pictures showing what happened to your Charge 3 @lukaspechar!  I have reached out to our support team and created a case regarding your inquiry. Someone will be reaching out to you within the next 24-72 hours with next steps. 

Hey there @SunsetRunner! Sorry to hear what happened to your Charge 3 too. I was also about to create a support case on your behalf, but I saw that you got in touch with our team already. Please keep an eye on your inbox.

Please let me know if you guys need further assistance! 

[SunsetRunner]

i really like the stream you made on youtube.. charge 3 Gorilla Glass 3 scratch test video it's shown me just how strong the Gorilla Glass 3 actually is but when you started using sand paper on it I don't think that was a very good idea that really left some deep scratches on it I mean come on who goes around using Sand paper on there fitness tracker but it did hold up well when you was scratching it with keys and general kitchen utensils

[MarreFitbit]

Thanks for sharing your comments @SunsetRunner. If you have any additional questions or inquires, please make sure to let our customer service know. They'll be more than glad to assist you in the opened case you already have. 

[SunsetRunner]

Hi! Wondering whether Fitbit did anything about the scratches on your charge 3? The same thing happened to me and I was basically told I would need to buy a new one. 

[lukaspechar]

Of course they didn't. They first told me to buy a new one and after my
subsequent complaint they said they'll move my ticket to the higher level
of support. I haven't heard since... Apalling customer service. They are
using defective or fake gorilla glass screens in the charge 3 model. There
is no other explanation. I would keep insisting.

Hope you get yours sorted.

[DES1010]

I also am having a similar issue. I have not dropped my charge 3 and have been extremely careful with it. I noticed today a pretty large scratch  on it. I was told by customer service that the gorilla glass shouldn’t scratch. I am extremely dissapointed. I am hoping to get a screen protector to prevent any future scratches.