Replacement screen for Charge 2

[Courtillas]

Large crack in my Fitbit charge 2 , can I purchase a replacement glass.

Moderator edit: updated subject for clarity

[Birdie54]

Hi Carol, I wonder what happened to freedom of speech?! There's a lot of unhappy customers out there and if Fitbit were more helpful then our comments would equate that. Anyone can speak/type from pre-written and no doubt pre-approved scripts but I for one am getting very tired of hearing the same flannel. I don't think any one of us are complaining without good reason. To expect a product to last within a reasonable time frame is all we are asking, and my experience of 2 faulty different models is telling me they don't. If there is an inherent fault (which does seem to be the case) then Fitbit need to be honest and tell us. I bought their product in good faith and expect the good faith to be returned. Fitbit just might find their global company isn't so global anymore if they persist with this treatment of their customers.

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[Ectomorph]

I have also experienced the cracked Charge 2 screen. A crack right down the middle of the screen that happened about 15 months after I got it. No point in contacting customer service since it was out of warranty. Also, the band broke within about three months, but I bought a better metal band from Amazon for about 12 bucks. I put a screen protector over it to keep out water, so it's still usable. 

I also had an Aria scale fail within the warranty period, and Fitbit did replace that. However, it is very clear that Fitbit products are not well made and will not last very long.

[Birdie54]

Thanks for the tip about a screen protector, I'll look into that. I think you're right about the products not being very well made, such a shame we spent the money on them in the first place!

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[okee]

Just noticed my crack this morning, actually expecting a replacement display along the line of a crystal on a watch. Well mine was covered under warranty and the replacement is being processed. I looked at mine it appears a sharp corner is cutting through from underneath the display face, a rounding of the corners or a rubber gasket might prevent these issues. Just an Idea.

[mchris4500]

Yes.    This is the same one I sent to FitBit.   It's probably a familiar site to thousands.

[Janetnhs]

If your phone is still in warranty they will send you a complete new phone I have just received mine and my daughter has too. worth a try

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[cugga]

Charge 2 is not a phone.

[bisu]

I am also facing the same issue with damaged screen on my fitbit charge2. Chatted with customer care and they made me sent photos of the damage along with the case number. Waiting fot the best solution. Fingers crossed.

[SunsetRunner]

IF, I repeat IF you want a Charge 2 or an Alta HR on July 10th Kohl's has them for $120 plus you'll receive $30 in Kohl's cash, so they will effectively be $90.

Right now I'm just putting a screen protector on my cracked Charge 2 screen and hoping for the best.

[Lainy]

My husbands charge 2 has also cracked unfortunately it's out of warranty just over 2 years old cracked in same place as mine they should be ashamed not solving this problem which so many people have i will be contacting them any one know how to contact them I'm in UK


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[Birdie54]

I'm in the UK also, just go on the website and find the section called 'Let's Talk', slightly ironic really. You can phone or email. You'll be asked for photos and where you purchased the tracker, then told it's out of warranty and offered the standard 25% off another product that in all probability won't last long.
They're not interested or ashamed, if they admit there's an issue then that's an awful lot of money they would have to refund......
I'm looking into reporting it to places like Watchdog etc, you never know. For now, I have bought a screen protector in the hope it might help. The instructions tell you to use soapy water but with the crack in the screen that's not a great idea! Used it without, results are better than expected and at a couple of quid, considerably better value than 25% off a dodgy product!!!

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[Skeezicks]

Not to rain on your parade. The same thing happened to me, and I was very happy with the company, until the replacement unit developed the very same crack, seven months later. Since the original unit is out of warranty, they're only offering a discount on a new unit. These things appear to be inherently defective.

[HeydyF]

Hi guys, I appreciate your participation in the Community! 

I can see that most of you already contacted our Support team for further help, however, remember that the demands of running a global business require that we enforce our warranty consistently. 

We have warranty policies that change depending of your country of residence, 'cause customer satisfaction remains our number one goal. 

In regards of the quality of our products, please keep in mind that Fitbit is always working to improve their quality and make of this, one of the best fitness experience for all of our users. We are always innovating our products and services, as the different programs that Fitbit offers and the app usage. And we are aware that the quality of the materials, should last daily usage and hard workouts. Without mentioning weather conditions, or at least acceptable environmental conditions. 

Please note that our team is always working to improve Fitbit trackers and watches, so all of your comments and feedback are more than welcome. 

I apologize in advance for any inconvenience caused to you guys. 

Keep us posted! 

[Lainy]

I don't do physical workouts but still mine and my husband's fitbit have cracked

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[doowron]

Same response as before.  Customer service is still NOT your top priorityand the item is defective.  So quit trying to make it sound like yourpolicies are in the best interest of your customers because they are not.The item should be recalled and either fixed or replaced!

[Lsnhc]

I, too, have the same problem.  Suddenly, one day, a crack appeared on the lens.  I think that at one point, it may have hit something but there was no immediate visual crack.....it just sort of appeared out of nowhere 

[mchris4500]

Interesting. That would mean they don't administer their warranty policy
consistently.

[HeydyF]

Hey guys, I hope you are doin' great! 

@doowron and @Lainy, I hope you are doin' great! I'm sorry to hear about what is happening with your Charge 2 screen. I have escalated your cases to our Support team so they can further investigate this and help you out, so please keep an eye on your inbox. 

@Lsnhc, welcome to the Community my friend! I'm sorry to hear what happened with your Charge 2 as well, but on the other side, I appreciate the time that you have taken to get in touch with our Support team for further assistance. 

@mchris4500, I hope you are having a good day! Fitbit is constantly not only working on their products but also on the options we can offer to our users. So we are often checking our policies to see on which way can we both get benefited. 

Let me know if you have further questions guys! 

[lapha]

I felt the same way when they replaced my original charge 2 after the screen went dim @ 9mos.  The replacements they send though are only covered for what ever's left on your original one year warranty.  When that breaks they'll give you 25% off for another watch that won't last a year.  What a deal!  Enjoy it why it lasts though.

[rdemariajr]

Hi all,

Had the same issue as many of you are seeing.  Wear my Fitbit Charge 2 daily, but no contact sports. 😉  I never dropped it or hit anything with any force, but woke up with a cracked screen.

Fit bit support was great.  10 mins on the phone, emailed a pic while I was talking to him and sent me the replacement/50% off offer. I can’t complain with that level of service. Nice job Fitbit.

it does seem like they have some sort of design flaw which should be addressed, but if the stand behind replacing the units then I give them credit.  

Bob