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

[Tracyjogger69]

I am curious if all these fit bit  charge 2 problems are all from uk. 

[bird-lover]

No they are not all from the UK. I live in the US.

[Jerbear54]

They finally replaced my charge 2. Doesn’t seem like the old one but I got use to my ionic. Also trying a veteran brand I saw on Facebook but it’s a cheap one so I don’t expect much

Keep on keeping on!
iPhone

Moderator edit: Personal info deleted

[mesmeralda]

Good day all,

i purchased one for my wife on mother’s day and she was so delighted with it that I had to get one for myself. This inspired us to exercise together and set goals.  All in all we like our Fitbit but are a little weary about another purchase. Both our screens are cracked, in the same exact place. Coincidence or faulty workmanship/material?  

In the end this product will only survive based on the customer service it provides. 

I will call tomorrow and details to follow. 

[Tony30]

Could someone with a cracked screen who is no longer using it please open
it up? Would be nice to see if the problem was an expanded battery,
clearly a sign of a design flaw.

[Wttnwa]

So you must have been past your one year warranty.  I thought they were replacing ones that were still in the warranty period.  It seems like a lot of the cracks happen after the warranty period has expired.  

You would think that if all these people were having the very same problem, a crack in the screen top to bottom, they would be willing to do something, but I geuess “taking care of the customer” is a thing of the past.

[Janethepain]

Hi I realised my watch was in worrenity so I phoned the shop abd they replaced it and up graded it to the new model. So fingers crossed for this one.



Sent from Samsung tablet

[HeydyF]

Hey everybody! I appreciate your comments! 

I know that most of you have had inconveniences with your Charge 2 since it has more that just scratches but also cracks along the screen. I appreciate the clarification. On the other hand, I can see that you have already contacted our Support team for further help, and as you were explained, all the cases are different for each user. 

I appreciate your feedback guys, please note that our team is always aware of the details and areas of opportunity, so they can make improvements on future models. 

Have a nice day! 

[ankitjain7]

The feedback is important to you for your own improvement, but what about us who have bought this product and it has been just over 1 year, what do we do with a cracked product, atleast there should be a provision of screen replacement at a nominal charge if warranty period is over, atleast we buyers can live with your product atleast for a year or 2 until we think of buying a not-so-smart watch?

[vanessalot]

WOW! So thankful that our comments regarding a well documented design flaw on a $200 watch will help you make better models for the future.  *sarcasm* The only hope I actually have about this thread is that prospective buyers of FitBit products will be deterred from how we have been treated (especially those with a faulty product out of warranty).  Maybe make a very wise suggestion to your employers that they offer people with faulty products out of warranty an option to pay for a repair instead of throwing the product out for a newer, more expensive model.  Your customer service is despicable. 

Moderator edit: all-caps

[HeydyF]

I hope you guys are having a great day! 

Thank you for the thorough feedback for the Fitbit environment, customer service, platform and devices. This has not gone unnoticed and be sure that I will pass this along.

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on that feedback.

I understand you've invested in the Fitbit Family, however, we as any other company have policies to follow through.  While customer satisfaction remains our number one goal, the demands of running a global business require that we enforce our warranty consistently.   

Have a nice day! 

[Tony30]

Your competition has a monitor with the same hr monitor, color screen,
water proof, and 18 month warranty. All for 50$ cdn on Amazon.

At Fitbit's 200$cdn price point, fitbit doesn't have to follow their
pitiful warranty. In fact fitbit shouldn't be when their device has actual
design flaws.

Fitbit sticking to their guns is just guaranteeing that the pissed off
customers never come back.

[BigDadDog]

Hey HeydyFitbit,
First off, Fitbit is not enforcing their warranty consistently.  Some people are getting their Charge 2's replaced after the warranty is up by upper management...but others are just getting the Fitbit finger.
Secondly,  this is a "latent defect" issue much more than a warranty issue.  As I have stated before, Fitbit is lucky that is is a defect in the screen and not a battery that is defective and burning people's arms!  I am curious how they would try to cover that one up?
I really don't care anymore.  My entire family and any friends I speak to are no longer supporting Fitbit. If I want a 1 year disposable tracker I can buy one for less than $50, or for that matter I can just use the step tracker built into my phone...it is much more accurate anyways.
It just baffles me that a company the size of Fitbit is willing to throw themselves on the sword over an issue that in the big picture would increase their profits in the future if they were willing to take a small financial hit now. This would not only save their current customers but would also draw in new customers because they would know Fitbit was a stand up company. 
But alas, I digress. 
Respectfully, 
A very disappointed ex-Fitbit customer 

Sent from Yahoo Mail on Android

[Wttnwa]

Tony30 - which one are you talking about on Amazon?

The following is a repost because in my original post I said something that was not allowed so it was deleted.  I have removed the part that 

>>I called support (haha) and they said I was out of warranty, which I told them in my chat, but they did not want to “leave me hanging” so they said that they would give me 25% off  the Charge 2 (really), the Flex, the Alta HR, the Zip or the Versa, OR 40% off of the Ionic, but I would have to buy it through them and I got the discount when I ordered.  I said can’t I get the discount on the Charge 3 and they said, “no it is toooo NEW” (again really)!!!!!  If it was just me that had a screen that cracked right down the middle, then that might be a fair deal but when all of these people had the same problem, and this is only one of many threads, that deal sucks

[Courtillas]

I’m right up there with you .

the company is just NOT interested in us at all 

And I wish someone would pull the plug on that moderator, it’s been doing my head in for the last 14 months .

Best way to fight these is to keep slagging off the company and product.

Keep up the good work .

[Tony30]

The Garmin vivo smart 3 is at 99$cdn right now. There are plenty of
trackers with 4+ star reviews in the 45-60$ range from Mpow, Xiaomi, and
others.

If other companies can profit on trackers with more features for 50$,
Fitbit could easily sell us a replacement for 50$ and still make profit.
Instead they choose to lose us forever.

Fitbit can't argue that superior parts lead to their high price since
Fitbit products are falling apart while people are happy with the 50$
items. Nor can they say it's due to their customer service, since well...

[Courtillas]

Good posting Tony 

lets hope more people take your lead .

i personally would never buy a Fitbit product again, and when people ask me they get a straight answer .

Don’t buy a Fitbit product 

[vanessalot]

Hey moderator! You do realize that policies can be changed, right?  

[Wttnwa]

Until this Fitbit craps out and I buy a Garmin, I found a soft wrap around screen protector on Amazon that works pretty well.  It comes in a 2 pack for about $8.  You pull your band off, slide the monitor into this soft screen protector and then put the band back on.  It is clear, so you can’t see that it is even there.  I can still charge my Fitbit with no problems, I go to the gym 3 times a week and have had no problems with moisture getting under the screen protector.  It just somewhat protects my screen that has the BIG CRACK in it from top to bottom.  So if your paid big bucks for your Fitbit and the screen cracked and you can’t afford another one right now, this is a way to keep it going for a little longer.

[bird-lover]

Thank you for sharing this information.