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]

@rdemariajr A warm welcome to our Community! 

@lapha sorry you feel this way. Still this is quite standard period for a warranty and, based on your post, currently your device is working so hopefully you won't have issues with it. Mine is 20 months old and the screen is fine and battery last between 6 to 7 days (I don't use notifications that much).

@rdemariajr happy to hear that Support replaced your device and that you are back on track! Hopefully you will reach your fitness goals in no time.

I'll be around!

[ihatton]

You are lucky....my fitbit is 1.5 years old and the screen cracked and they advise it is not fixable...they offered me a new fitbit with 25% discount.   Disappointing.....they should have some way to replace a broken part on their product.   I will be replacing it with a Garmin or some other brand

[mchris4500]

Good move. They don't care about customers. Only competition will get
their attention.

[MarreFitbit]

Hey there @ihatton! In regards to the 25% discount option as per our Warranty Policies please know that this is the best option to help you get back on track with the Fitbit family and I'm sure our Customer Support team will be more than glad to help you further with this. I understand you've invested in the Fitbit Family. While customer satisfaction remains our number one goal, the demands of running a global business require that we enforce our warranty consistently.   

Hi @mchris4500. I'd like to give thanks for the feedback you've provided towards our product. Rest assured that our engineers and product development team use this information to further improve our products and services which lead us to release new Fitbit trackers. 

For both of you, 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. 

If there any questions present, please let me know.

[lapha]

@AlvaroFitbit  Thanks for asking for clarification.  Yes, my replacement charge 2 still works (for now) however the screen developed a crack down the middle without any abuse or impact, as many others here have experienced.  The warranty period is quite standard, unfortunately it's not long enough for most original fitbits or replacements.  I couldn't get one to last even a year.  I'm glad to hear that yours is still working after 20 months, that's quite an accomplishment.  Fortunately competition is heating up and I'll have plenty of choices for replacements.

[CVBerg]

Wow. Glad I came on here. My Charge 2 has TWO cracks/creases running vertical and I don't recall hitting it at any point in the last few days to cause that.

My fitbit was bought 15 months ago, and while I love it, a 25% off code won't get me to buy again if they just break!

[mchris4500]

I think their short-sighted business plan is going to cut their customer
base by 2/3.

[MarreFitbit]

Hi @lapha, @CVBerg, and @mchris4500! It seems that you've already contacted our Support Team. 

We know how important this is for you guys, please know that we do appreciate all the feedback provided in regards to this topic. Our team uses this information to further improve our products and services.

As you may know, when a tracker suffers damage while under warranty, you can contact Customer Support. Discounts and replacements depend on tracker model and other factors.

Additionally to this, I'd like to add that the warranty in most of the regions is only for 365 days. (In Europe due to the law, is extended for 2 years). This means that your tracker will be covered for a full year and during this period of time you can receive any replacement in case of a defect. But this warranty does not apply to that new tracker extending the time. The period of warranty would be only applicable on your original purchase until the 365 days have expired.

Also, if you received a replacement within the warranty (365 days) it does not mean it won't be valid after this. So, if your tracker fails again and your tracker is still between the time of the original warranty, you might be eligible for a replacement based on the resolution of our Support Team, this applies until the stipulated time of the warranty had expired.

If there's something else you'd like me to assist you with, let me know. 

[doowron]

This item is defective across the board.You're only adding insult to injury by offering 25% discount after 12 monthsand why doesn't your warranty on a replacement in the 12 month timeframelast for an additional 12 months instead of just from the beginning of theoriginal purchase.Again, poor quality item and even worst customer service!!!

[ihatton]

Thanks... You should have the ability to fix broken trackers. I have
purchased a Garmin to replace my damaged Charger. Will never buy one of
your Fitbits again

Sent with AquaMail for Android

Moderator edit: Removed link

[ls920]

I have contacted customer support and was offered the usual 25% off another tracker. With the amt of people having the same type of  crack on the Charge 2 , I would think FitBit would recall and replace this particular tracker even though it’s out of warranty.  Obviously quality and customer service is Not #1 on FitBit’s list.  

[EMS727]

My Fitbit charge 2 )also less than 1 year old) has a large crack down the side opposite the button. I did a live chat with an agent. I was told I couldn’t get a replacement because when this was my moms it came cracked so they sent her another and gave me this one. I cannot get a new Fitbit. Thought I would get a renewed warranty with a new account. Now there are no replacement screens and the crack has spread to the bottom of the screen. Very displeased with this.

[cugga]

don't know the answer to that. I may just not replace my Fitbit with any device. 

[Forevrmomy57]

Just a FYI, after researching a screen replacement 6 mos. After gifted,  I gave up!!  12 months later researching it again and reading comments saying to contact customer service for resolution sadly the warranty is only covered for 365 days after purchase,   so pay attention.. And contact customer service for quick assistance. Since my fitbit2 is out of warranty, they've offered me a coupon discount for either 25% to 40% off selected models. Hope this helps To all Fitbit users. 

[HeydyF]

Hello guys, I hope you are doin' great! 

First of all, I want to thank those who get in touch with Fitbit Support to get further assistance with your Charge 2 screen. I can see that most of you get a 25% discount to get a new tracker, according to your different options under warranty. 

I understand that some of you feel disappointed with your Charge 2, and trust me, our team is always working in order to improve the quality of our products and the experience with our services. Customer satisfaction has always been our top priority, however, there are some policies that we have to follow through as a global company. 

Keep me posted folks! 

[okee]

Unfortunately even if the defect is corrected, it doesn't do a lot of good for us poor souls who
have the defective charge 2 and are beyond the warranty.


Sent from Outlook

[kgjon]

I had a fitbit that developed 2 cracks within less than 4 months from date of purchase. Fortunately at time of purchase  from PC World in UK a replacement insurance covering a 3 year period was taken out. PC World replaced fitbit with a new one without any questions asked. More than pleased with PC World service. Not at all happy with product failing in this matter after less than 4 months.

[SunsetRunner]

It would be more useful if instead of platitudes you could report whether your design team is even aware of the problem and what redesign/manufacturing steps they are taking to ensure that it does not happen in the future.  There are a few (not many) people who would purchase an improved model.  However, there is no way for them to know if the product has changed or not.

Also, there are new customers who are considering buying this model.  Unless they know the problem has been fixed I doubt that they will consider purchasing it.

[mbajaj]

Frankly, the line about being "a global company with a warranty to enforce consistently" is a bit insulting. I think everyone here understands that you are in the business of making money and have policies accordingly to keep making money.

Where everyone in this thread is coming from, and why that line is insulting, is that the people who have come to this thread/customer service with a legitimate issue that appears to be product design-related, are basically being told better luck next time and that your 1 year policy is worth more than customer loyalty. Other than telling us that your product design team has been notified, there's literally no reassurance that this won't happen again if we go buy another device on the lack-luster 25% off coupon.

This was my first device from Fitbit (shame, I bought one for both my wife and I) and will probably be my last. Something about the response here leaves a bad taste in the mouth.

[cugga]

Thank you for putting into words exactly what I was thinking.... platitudes. It is as if the representatives think that they are speaking to children.

Having been in business i know that it is difficult to build a reputation and very easy to destroy it by ignoring customers.