Screen cracked in heat

[Gkrein]

Fitbit charge 2 is a new band. My daughter and I upgraded to charge 2. Bought them in December. We're in Jamaica for a week February, doing nothing but walking the beach. Mine was fine in the morning when I was done walking my 10000 steps my screen was cracked down the center and along the bottom. My daughter woke up the next morning and hers was also cracked the same way. We didn't do anything but walk the beach. 

Moderator edit: updated subject for clarity

[Pattony]

Hmm... mine has just cracked in the heat too. Was just googling if this was a common thing and it seems so. Funny thing is it was a 33 degree day and I'm sure I've had it in worse heat - 43 deg Celsius in qld... but I guess it depends on the length of time and direct exposure to it. If it can't handle the heat though - it shouldn't be allowed to be sold in hot places - or come with a warning label. It better get replaced under warranty or consumer law in Australia as its not fit for purpose if an activity tracker cannot withstand heat.

[HeydyF]

Hello guys! I hope you are doin' great! 🙂 

@Musubimama, @Ted43 and @Speedysue, I can see that you already get in touch with Fitbit Support. That is great! Please keep me updated with the response that you received from them. 

@Newrunner17 and @Sarahdurr5, please take a look at your inbox in order to get further assistance. 😉 

Catch ya' later guys! 

[Sjavelar]

My boyfriend and I live in Houston and are outside for our jobs. I drive around in a golf cart all day serving drinks. My boyfriends watch cracked down the middle a few months ago and I just noticed today that mine now too has a Crack right down the middle of my screen. I'm wondering if there's anything fitbit will do about this. 

[CALLUMRUSSELL]

Same happened to me. I was on a long car journey on a hot day. Plugged it in to charge and noticed the big crack down the middle. Purchased in March 17

[Musubimama]

Hi HeydyFitbit.

Thanks for your response! Fitbit Support is shipping me a new Charge2 as this one is still under warranty.

[Newrunner17]

Hi all, I must say I am very impressed with the level of customer service from Fitbit. I can't fault them. I am eagerly awaiting my replacement. Many thanks.

[Sarah7523]

Mine was replaced without problem. Contacted them via Live Chat, had to forward them a photo; recd a new Fitbit within a few days. Had to re-use old strap but this wasn't s problem for me. GOOD LUCK

[Lottiebod]

They finally agreed to replace it but not until august so not able to use
anything rite now xxx

[JohnySebring]

My screen cracked in the blazing hot sun in Seattle! I'm in the email process of seeking a replacement for it and have refused the 25% and asking for full replacement as done for others here.  I'm surprised by this defect, you would think that would turn up in testing. We made need a sun protector accessory.

[DTS60]

Just wanted to let you guys know that the exact same thing  happened  to my fitbit  charge 2 last summer.  It still worked and still does work so I  just went into Best Buy  and brought  a screen saver  to put over the crack and it actually  keeps it covered pretty  nicely.  Thanks for letting me respond. 

[HeydyF]

Hey guys! I hope you are doing fine! 

@CALLUMRUSSELL and @Sjavelar, if you already contacted Fitbit Support, let us know what is the response that you received from them and let us know how it goes! 😉

@Newrunner17 and @Musubimama, sounds pretty cool that Fitbit Support helped you out with this and a replacement is on its way. If you need further help, keep me posted! 

Have a nice day, folks! 

[Lottiebod]

I had to send email after email dont give up they act lyk they dont understand wat u writing just keep goin ive had at least 23 ppl with the same problem xxxxxx

[JohnySebring]

A replacement tracker is now being processed is the latest in my case so only 3 emails needed for satisfaction.

I wonder if a screen protector will help prevent the heat cracking? Is it the sun light UV on the lens or heat build up in the tracker that causes the crack?  

[Sjavelar]

My replacement pebble is on its way. The fitbit team was very helpful and I didn't have to pay any fees.

[Sarah7523]

I must have been lucky, I was expecting a battle, but I used Live chat, they requested a photo and on receipt offered me 50% of a new Fitbit tracker with strap or a new tracker for free. Came within 3 or 4 days, so I certainly can't complain. Having said that my Fitbit was only 2 months old and I wasn't even wearing it when it cracked; I was in Rome in the heat, took Fitbit off at night and by morning the screen was cracked. I agree this must be a fault.

[RJACOBS]

My Charge 2  screen did the same thing. I was walking on the track and when I finished my screen was cracked.

[CALLUMRUSSELL]

All sorted. New fitbit on its way. Customer service is brilliant.


Sent from my Samsung Galaxy smartphone.

[louise5779]

The exact same thing has happened to my fitbit charge 2.  

Just spent a week on holiday in 46-50 degree centigrade heat and my screen erupted including the wrist band bubbling.  i have reported both to fitbit as hopefully ill get a replacement.  I've never seen everything like it in almost 2 years of wearing both the charge hr and the charge 2.

[Ctechtaylor]

My cracked as well it was working pretty good even with the crack, till I went in the shower, now the screen is not working. I emailed fitbit about it, but they haven't got back to me yet.

[HeydyF]

Thanks for your reply @Sjavelar and @CALLUMRUSSELL!  Sounds awesome that our Support team will help you out with this and you're gonna get a replacement. If you have further questions, let me know! 

@louise5779 and @Ctechtaylor, thanks for taking the time to contact Fitbit support. I'm pretty sure that they will help you out with this and will get you back on track. In the meantime, just be patient! 

Have a nice day!