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

[CVBerg]

I think many of us respect that you have a warranty, but when you have something that you know is defective, you should consider customer service as your top priority, whether or not the item is within your warranty period. It seems to me that many peoples screens are cracking within 3 to 6 months of their warranty expiring, myself included.

Unfortunately, in my case, I am on an extremley tight budget, and your least expensive model that does what I want (that's the Charge 2), eats an entire month of my spending budget. And this just happens to be the month that I will be celebrating my anniversary (number 5, kinda big), so even with the 25%, it is still not justifiable. And here your representative was suggesting a $400 fitbit to me (cause it's the most expensive one)! Proves to me that you are more interested in money than customer service.

As it is, my husband already spent $200 on this fitbit for me, which would have taken me a year to save for (stay at home parent here), plus, your classic and sports bands irritate me, so I had to pay another $80 for the band, and your bands aren't interchangeable, so I would have to buy yet another band if I got anything but a Charge 2.

[Forevrmomy57]

Lucky,  you got it replaced within the 365 day period warranty. I kept hitting walls until I ran into a very helpful Consumer thread. 

[Courtillas]

I afraid to say your hard working team need to work harder, as it appears to me the serious problem still remains.

your 25% discount on a new one is certainly never going to take off.

why would anyone buy another watch with this inherent built in problem.

you need wake up before it’s to late , I wear my Fitbit 24/7 so therefore I’m advertising your product everywhere I go , dinner party’s gym etc , and I’m always asked about it .

well you can just imagine how many people I have put off of buying your Fitbit product.

i know my posting this is going to make no difference to you whatsoever, but the damage people like me with the same problem can do to your product is enormous.

the best PR / advertising for any company is personal recommendation , and rest assure I’m doing my best for you guys and your team.!!!!!

[Forevrmomy57]

Great reply.. thanks for your input. I too, wear mine 24/7, and I
don't/won't recommend.

[mchris4500]

Very well said!

[Courtillas]

Not a chance , I’m sorry to say .

I have been trying for 13 months now so just join the queue.!!

[fergsvalencia]

I have to agree with you! I have had about 10 friends who were about to buy the Charge 2 on Amazon Prime Day and I totally discourage them to do so. I have told over 20 people thinking about buying it to not do it because the warranty won't cover their own faulty design past a year. 

I am not sure why the Fitbit customer service keeps quoting their warranty policies, but there are plenty of other comments in this thread saying that they have received a replacement, even after their 1-year, and that it was accomplished by having the issue escalated to a supervisor. Either they should stick to not giving a replacement or give one to everyone.  

[Courtillas]

Hi

yed totally agree with you , but after 12 months I know I’m not getting a new one.

so I will keep wearing this one with the crack clearly visible and if people ask I will just let them see it .

its the only way to get through to these people.!

i have already told there promotion team to stop sending me any advertising.

as there is no chance of be buying another one.

best of luck and keep promoting there products .!!!!!!!!!!

[kgjon]

I am not an employee of FitBit, merely purchased one of their products

Sent from Mail for Windows 10

[Tony30]

This is clearly a design issue just like the Charge had a design issue with the band coming apart.  Fitbit might not have learned from their past mistakes, but I have.  Since Fitbit insists on producing dollar store quality products and not supporting them, I'm done buying them.  There are enough alternatives in the market there is no need to put up with the combination of poor support and poor quality.

[Janetnhs]

Thanks for message I did tell them and they have replaced mine if it’s under the two year warranty Mu daughter got a replacement but within a week it had cracked again so it’s a fault that need looking at I won’t buy another if mine cracks again ..

Sent from my iPhone

[Jeaner1]

I would just like to buy a new screen my Fitbit is out of warranty so I would be more than happy to just buy one if they are available. It still works just fine but cosmetically does not look good

[Forevrmomy57]

Replacements screens for the fitbit2 are not available if you contact customer service and within your (1) One year warranty you may get it covered if not they will compensate you with a 25% coupon for selected models on another purchase, .NO BUEÑO

 This is a majority of complaints here on this thread this particular model, it is common for a crack eventually.

[okee]

That is the rub, you can't just replace the screen!

[SunsetRunner]

I have also had a crack appear in my Fitbit charge 2, I haven't knocked or damaged it, it just happened.

Think this must be a design fault, too many people saying the same thing,

[Courtillas]

I’m struggling here to understand what is actually going on .

if your team is working so hard to correct the problem, why on earth aren’t you working hard to satisfy your existing customers base.?

The problem as you know is your fault and no ones else’s.!

We are just here to buy your trusted products, but unfortunately only to be let down by you.

Now however hard it may be for you , you have to step up to the mark and be accountable for your mistakes, and for god sake have some back bone .

As you know the honourable thing to do is to replace the units effective.

That way your trusted support team can get on with what they are employed to do , and that’s RD to keep up to speed with the technology to improve the experience of what could be a underfull experience.!!

[cugga]

Wonderfully stated. Thank you.

My mind has been boggled at the complete lack of understanding that the Fitbit support team has regarding the defective screen on the Charge 2.

I wonder if they are beyond damage control at this point. There are so many angry customers who are more than happy to let people know about their experience with the company.

[MtnFit]

A large crack in my FitBit HR can I purchase a replacement screen?

[mchris4500]

No. They didn't account for bad materials and design.

[CVBerg]

No. The only way to fix the crack is to replace the whole fitbit. If you're inside the 12 month warranty than they should send a replacement. If not you MIGHT get a 25% off code on a new one.

Have fun.