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

[AlvaroFitbit]

@cugga Thank you for the feedback, as this is taken to improve the guidelines Support follow for this process. Still at the moment they are bound to follow the current Warranty policy. @maxineaturner59 Since you mentioned that your Charge 2 screen is showing lines I suggest you restart it by doing the following:

Plug the charging cable to your computer or UL certified wall adapter.
Align the contacts of the tracker with the charging cable and plug it in making sure it snaps securely.
Your tracker should start charging.
Press the button for 10 to 12 seconds.
You should see your tracker's firmware version and you can now unplug your tracker.

Still you will get an email from our Support team so they can further assist you.

Let me know how it goes!

[Jody_]

There is nothing wrong with the electroics of the Fitbit its the hardware
that at fault it's the plastic that has cracked I suspect the plastic that
has been used is inferior and to brittle. I can expect scratches can happen
but not cracks. For the price of your product I would expect at least a
least 4 years of service I'm very reluctant to purchase another Fitbit
product, it's a Pitty because your software is very good.
My wife's charge 2 screen has also now cracked it would appear it is a
major problem 😒
Regards 

Moderator edit: personal info removed

[cugga]

I realize that English is not your first language so let me try to explain it to you. We are not seeing lines, something that can be fixed with a reboot. We have cracks which are long breaks in the actual face. It is not in the software but the hardware. We can't fix it. The face is irreplaceable and therefore it cannot be repaired. It is an inherent flaw. I don't know how we can be any plainer.

[SunsetRunner]

Fitbit has clearly heard (and seen) our complaints about the Charge 2.  Their response appears to be to offer the Charge 3 (which has a Gorilla glass screen).  We have been the unwilling and unappreciated quality assurance for their failed Charge 2 device.  Please feel free to continue as unpaid and unrecognized "partners" in the Fitbit development process.

[Courtillas]

I do like your reply, but unfortunately for You i think it will be taken down like so many of mine.
Because the moderator doesn’t like any kind of criticism at all about the inherent problem with the product .
But please keep complaining it’s the only way to get through to them.

Sent from my iPhone

[Tony30]

The fact they have upgraded to gorilla Glass 3 and added other features but
the tracker is still the same price gives you an indication how much profit
they made on the charge 2. It also shows they know the plastic failed
prematurely.

Speak with your wallets as Fitbit had spoken with thiers. They prefer to
keep our money than to keep us as customers. So be it. I shall switch
brands.

[JengaMama]

I have a crack in mine and definitely don't remember hitting it on anything.

In fact, the band that I use fully encases the Fitbit so you'd have to stab through the center for it to penetrate. And yet, a crack.

I'm hoping for a better result than a discount but I JUST hit my year mark this month so I wouldn't be shocked if I get nothing.

[DavidC18]

mine split just out of warranty. clearly a design defect that fitbit is not fixing. contacted support and received a nicely worded response that is essentially worthless. don't expect anything from fitbit other than a 25% off coupon to purchase, get this, another charge 2. What a joke. Very disappointed and will no longer support or recommend fitbit. 

[cugga]

Mine cracked at approximately the same time as yours did. You will be offered $25 off another one. You will be told that sadly, your Fitbit is out of warranty.

I have been communicating for at least 4 months with hundreds of people with the same problem on this forum. Nothing gets resolved.

[Lynseym78]

Mine is the same...offered me 25% off a new one.

[Tulip72]

I have never said that there were lines in it from faulty functioning. All
i inquired about was if there are replacement screens for the charge 2 as
mine had cracked. I would had also been willing to pay for it, but was told
there wasn't any replacements for it nor did you h as ve a repair shop.

[vanessalot]

The exact same thing happened to me.  The screen cracked right down the middle, unfortunately just out of the warranty period.  I contacted customer service, expecting I could pay for a service to have it repaired, and was told that was not possible.  I was offered 25% off a new product.  This is extremely wasteful, especially in this day and age when we should all be more considerate of the environmental impact our "fast food nation", dispose of anything slightly used, kind of mentality have on the planet.  Ridiculous.  I expect way better from a company that promotes fitness and health.

[Courtillas]

Well said.
Unfortunately they will take no notice whatsoever.!
Do your best to discourage anyone of your friends etc who maybe thinking of buying a Fitbit product.

Sent from my iPhone

[HeydyF]

Hello guys! I hope you are having a great day! 

I'm sorry to hear about the damages caused to the screen of your Charge 2. Trust me, I totally understand how you feel when you say that it's not your fault, because you have taken good care of your devices. Please note that, our team is aware of this issue, and already working towards a solution. Also, I'd like to let you know that here at Fitbit, to design our products, we use the best materials so they can last heavy training and workouts. They should last. Mine for example, has lasted almost 2 years and I can tell you that I take good care of it but not that much, sometimes I hit it on the wall or with a door, but the screen hasn't cracked, it has only a couple of lines along. Anyways, what I'm trying to say is that this even I can see some users have this issue, it is not common and when it happens, our Support team has options to help you out as long as your product is covered under warranty 'cause remember that we as any other company have policies to follow through. The demands of running a global business require that we enforce our warranty consistently.   

If you have further comments guys, let me know! 

[DavidC18]

So fitbit knows this is an issue for (as you say) a small number of users and instead of taking care of these customers (remember you claim it is a small number) by replacing their defective units out of warranty, they are purposefully turning their former loyal customers against them. Unhappy customers are 10 X more likely to report poor treatment from a company to their friends and family than satisfied customers. 

They current policy is damaging to customers who purchased defective devices and exceptions should be made to retain these customers.

[Kadlu]

It’s not common? Have you read the hundreds of posts?

Sent from my iPhone

[DavidC18]

We know it is common but Fitbit is saying it is not

[doowron]

You just don't get it. You don't provide good customer service and your warranty isn't appropriate for a defective item so stop preaching to us we don't want to hear it!


Sent from my Verizon, Samsung Galaxy smartphone

[CVBerg]

There's a reason I've switched from my old fitbit to my new Samsung. My husband has the Charge 2 to see if he likes having a tracker, if he does we'll also get him a Samsung. I'm not spending another cent on a fitbit product.

[Courtillas]

I’m feeling your pain.!

Sent from my iPhone