Replacement for cracked Charge 2 screen

[SunsetRunner]

Hi,I have just discovered a crack in my screen. I have no idea how it happened, it hasn’t been dropped or banged about. Could the heat at the moment have anything to do with it cracking. Very very puzzled by this. How can I go about replacing screen. Everything still works as normal it is just a bit annoying and unsightly. Can you tell me if it can be repaired? 

Moderator edit: updated subject for clarity

[NoLifeBen]

Hey there, @SunsetRunner.
Welcome to the Fitbit community! 

The scratches on your tracker most likely were not due to heat. If your tracker is ever overheated, you will be able to feel it, and it will not definitely not damage the screen.

If you wish to replace your Fitbit screen, it unfortunately means you're going to have to purchase a whole new Charge 2. However, I do not advise doing that as your tracker seems to be working fine. Instead, I would advise following these steps to help remove the scratch located on your tracker.

If you need anything else, let me know, and I'll try to get back to you as soon as I can.

- Ben

[AlvaroFitbit]

@SunsetRunner Welcome! It's good that the community is growing! Sorry to hear about your damaged Charge 2 screen. Besides trying @NoLifeBen suggestion you can also let our Support team know about the issue so they can review it and provide options for you. You will get an email from them.

Let me know how it goes!

[SunsetRunner]

Thanks for your message, they have been in touch.


Sent from my iPhone

[AlvaroFitbit]

@SunsetRunner thank you for your reply. Let me know how this ends and hopefully Support will have some options for you that can benefit you.

I look forward to your update whenever this is resolved.

[DDFJ]

Dear NoLifeBen,

I just scratched my Fitbit screen just now. I tried using your suggestion by using toothpaste but the scratch doesn’t go away. Maybe a bit deep the scratch. Any other suggestions. The watch is working but the scratch hurts me since I just bought it less than a month.

Thank you in advance.

DDFJ

[CCC8]

You can pick up a scratch remover compound that may help with the scratches. Local auto parts store will carry it. 

[DDFJ]

Thank you for your suggestion. Will try it out. Will post outcome upon trying. 
Thank you. 

Yrs sincerely, 

Moderator edit: personal info removed

[AlvaroFitbit]

@DDFJ @CCC8 Welcome to the Fitbit Community! It's great to have you here!

@DDFJ  Sorry to hear about your damaged screen and for the late reply. Did you try the suggestion @CCC8 shared with you? Did it work? Could you share some pictures to see the result?

I look forward to your reply.

[SunsetRunner]

Hi. I've discovered a crack in my Charge 2 screen. It is clearly a crack, not a scratch, as the screen is now ever so slightly buckled. How can the screen be replaced please?

[therosery]

I have exactly the same issue.. hairline crack in screen glass about 3mm from button edge extending most of the length of the screen. This is the second charge2 on which this has happened (Fitbit already replaced the charge2 the first time this happened).. Fitbit: obviously a defect... how can we resolve it please?

[therosery]

Interesting

I have just used chat to contact sales, saying this is the second failure, and why should I get another fitbit.. they transferred me to support chat and a replacement is on its way ...

[Corbs1019]

Funny because I had the same hairline crack I noticed it 2 days ago and I didnt drop it or anything then the time started disappearing. 

[Stoop]

It’s a crack. Many have the same problem. There is a 25 page long thread on this. Fitbit will not acknowledge that the screens are faulty. They will offer a refurb if you are in warranty or a discount on another Fitbit if you aren’t. 

When my second one cracks I’m moving to another brand.

[Nandritsis]

I'm curious now because mine is cracked in same place. Vertical crack on button side... hello @support, what say thee?

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@therosery wrote:

I have exactly the same issue.. hairline crack in screen glass about 3mm from button edge extending most of the length of the screen. This is the second charge2 on which this has happened (Fitbit already replaced the charge2 the first time this happened).. Fitbit: obviously a defect... how can we resolve it please?

---

[SunsetRunner]

I too found a crack in my charge 2 and was informed a replacement screen could not be obtained, I had a online chat with Fitbit and after a few emails back and forth I have been granted a new tracker,so I advise anyone with a problem to contact Fitbit you may be pleasantly surprised,I certainly was. Well done Fitbit !,,,,

[Corbs1019]

They only offered me 25% offa new one because it was just outside the one year warranty. Why would I pay for a new one of these when they keep breaking

Get Outlook for iOS

[SunsetRunner]

I was lucky just within warranty period.

[Lillitot]

The same thing happened to me - I have not done anything - I did not drop it or damage it and it just buckled and cracked while resting on a table. The only thing Fitbit is doing is offer a 50% discount as I am out of warranty (just barely!). I am truly very upset.

[DDFJ]

I gave up on replacing my Fitbit because the shop where I bought it in Spring Kuching refuse to assist and just told me no warranty on it and they don't have or sell replacement.  For sure I am not buying this brand again. Might try Garmin next time. At the moment still using it though I hate the cracked sight.