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

[lucylala]

Hi Alvaro-

Just as an FYI, your automated messages are not helpful. 

Thanks!

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@AlvaroFitbit wrote:

Hello everyone. As @HeydyF mentioned our Support team follows the guidelines listed in the Fitbit warranty. They are the ones who decide if your device can be replaced and your contacts does help review a product and improve it. If you are having issues please let them know about it.

I'll be around!

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[Kadlu]

FYI: I too contacted the advocacy service about my Charge 2. Maybe they will be a collective voice for all the unhappy customers and force Fitbit to rectify the problem.

[doowron]

Don't bother being around unless you're going to provide the "excellent customer service"you moderators keep saying you have and replace the item for everyone who has a cracked
screen in your defective item.

[dela2]

We have 2 charge 2's in our family. Both are just outside the one year warranty period. BOTH have developed the hairline cracks and we get the same response.... 25% off! It is totally unacceptable in my experience as a business person to blow off a major manufacturing problem. We have a large family with a variety of trackers used. There will be no more Fitbit purchases as long as this kind of policy continues. What does it take for a company to admit they're wrong??? Look at the automotive companies experience.

[EdsonFitbit]

Hello everybody. I'm sorry to hear about the inconvenience you experienced with the Fitbit Charge 2. 

Thanks for your feedback. Our developers team is constantly working to improve Fitbit products. @lucylala I created a case with Customer Support. Please check out your inbox on the next days. They will let you know how to proceed. Thanks for your patience in the meantime.

If any of you have any question, please don't hesitate to get in touch with us.

[Courtillas]

Thank you moderator for your intervention in this matter.

But forgive me for doubting any firm response from customer support.

My first complaint about my charge 2 was back in November 2017 and to date there has been know serious response from customer support whatsoever apart from the usual 25%, which frankly is not good enough at all.

When is Fitbit seriously going to address this issue, the amount of damage these posting are doing to Fitbit must by now be having a damaging effect on sales.

And these negative posts will not stop coming until this problem has been addressed in a constructive and professional manner.

And moderator THIS is not hard to do .

[BigDadDog]

I guess we have to dumb it down for you people!  This is not "Damage" to the screen. That implies that it hit something or was struck by something.

This is a pure and simple "Defect". My wife's Charge 2 screen was fine yesterday but she noticed the battery was low. She plugged it in to the charger over night and when she woke up this morning and went to put it on the screen had fractured while sitting on the counter charging.

When a company is aware of a "Defect" in their product for over 3 years and yet still continues to sell that product to unknowing customers, you have now entered an area of corruption. 

You accusing your "valuable customers" of damaging their fitbits and not understanding that they are out of warranty and should gladly accept a 25% discount and go waste money on another defective product is simply outrageous.

There are 100's of global companies around the world that recall or repair defective products for no charge to the customers everyday regardless of the warranty period...that is what a stand up company that truly values their customers and reputation does.

I purchased the Charge 2 for Christmas for my wife in 2016 so she obviously will not be getting a replacement.  

I am so saddened to know that companies no longer stand behind their products and put profits over doing what is right.

I am curious how fitbit would respond if their products started exploding and injuring their customers after the warranty period? Would they still take the same stand?

You are now losing customers by the thousands if not more, and once all of those unhappy customers start sharing their experience with fitbit you could start losing them by the hundreds of thousands.  I hope the upper management is not confused or surprised when sales fall and stock drops.

Good luck.

I guess I will have to start researching other companies products.

FYI - we had been fitbit users for 10 years!

Thanks for listening...not sure if your really heard what I said, but at least maybe you read it.

[DavidC18]

I am so disappointed in fitbit as a company. These units are defective, not damaged. They should be replaced at no cost to everyone involved. Instead we keep getting the to bad so sad for you song from the company. No acceptable at all.

[Courtillas]

Just do it.!!

Sent from my iPhone

[Courtillas]

I have just emailed the CEO, let’s hope this get things moving on .!!!!

thanks for the tip .

Good luck everyone.........

[DavidC18]

Thanks for the link. I sent each of them an individual letter.

[BryanZink]

My screen cracked in the same place as other peoples with no physical activity. Is this a design flaw that is reaparable?  Thanks 

[CVBerg]

It cannot be repaired, only replaced. If you have had it for under a year they should replace ir with another defective charge 2. If you our beyond that year they will give you a token 25% off another device.

They are well aware of the problem and are not doing a single thing to save face.

[dela2]

There is no one in the Fitbit Corporation that realizes the loss of credibility and respect being lost over an easily correctable situation. It will affect their business short and long term. They refuse to learn from history and the automotive industry. The companies that were proactive are tops in ratings today and just the opposite for the rest.

[DavidC18]

Update.

I wrote a nice, positive letter to the head of customer service asking about exceptions to the warranty length with the cracked screen issue. As a solution, I asked for the option to buy a re-manufactured (returned) unit at a discount. I kept the letter positive and focused on keeping loyal and active customers with an offer to help out (with the cracked screen issue). 

after several nice emails from fitbit (they requested new photos of the cracked screen and my purchase invoice), they told me they were sending out a replacement charge 2.

My advice is to write to them and ask if they can help (keep it positive). In my case, I feel they went above and beyond to solve the problem and I am thrilled with the solution.

[Kadlu]

Glad to hear someone had a positive outcome.

Dave

[AlvaroFitbit]

Hi everyone. As @DavidC18 mentioned it is Support that can replace a device. I understand your frustration and hope you can have a good outcome. Also even if your frustration is shown while discussing with Support they are bound to help you but also follow the Warranty policies. Feel free to let them know your thoughts and see if this can be resolved.

I'll be around!

[dela2]

We are all happy you reached a positive outcome for your charge 2. I assume yours failed just outside the warranty period as have most that I have read about. Most of the posts I read are as positive as you might expect when describing a very disappointing persistent reply from Fitbit customer service representatives/moderators.

That being said, it is really sad a customer must deal personally with the chief executive for corporate support to come to a solution which is satisfactory. The customer service support system somehow should recognize when there are pages and pages of queries describing a basic design flaw that shows up just outside the warranty period.  

[spuck20]

Ditto on pretty much all of it.  I've had it just under 15 months.  Noticed today what I at first thought was a scratch but is actually a crack running the length of the device.   Screen is otherwise almost unmarked after over a year of daily use, with my employment being behind a desk in an office.  My waist will bear witness as to how active I am otherwise.   Sure, it's not a design flaw, right.  Wait, if it's not a design flaw, why do all the cracks run the same direction?   (I'm sure someone can explain the grain of plastic polymers and why that isn't a valid observation)  

Like many, I'm one that also doesn't think a $150-$200 device should only last barely a year.   I will also be one that will reconsider other options and find something else to try next time around.   I know of two other people with this model.  One is still almost brand new without issues, the other's battery began to refuse to take a charge after about 14 months of ownership and of course, it's "out of warranty."  

Everyone jokes about things failing a day after warranties expire, but it's not be so consistently true as what the Charge 2 is showing itself to be.  Clearly a durability issue.  I guess Fitbit has gotten accustomed to class actions and they just don't worry about things like that.  

[Tracyjogger69]

Had my fitbit for 18 months.  Found a crack from top to bottom and haven't even hit it. Is this a product fault or are fit bits just throw away products after guarantee runs out