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

[Aham1129]

Mine also cracked this week and I did nothing. I have been overly protective of it. It will not charge now either. It just gets over heated and will not charge. I have been so in love with this and do not want to lose this. Any advise?? 

[Bizzer2884]

DMMMA02 is correct. If you contact Fitbit through that Chat option, they will do exactly as she says and replace the watch. I'm assuming that this has become a big issue for them as this is not the response I received when I tried to get this resolved a month ago.

Sent from my iPad

[Aham1129]

found it 🙂 I'll try it out

[DMMMA02]

I used a computer, but if you are on a phone, scroll down to Help, Let's Talk/Get Started, and choose Live Chat. Best of luck!

Sent from my iPhone

[Bizzer2884]

Hit "help" at the top of the Support page. That will take you to the various options.
I found that live chat works better on my iPad. You can also ust your iPad to take the photo they request and upload.

Sent from my iPad

[Aham1129]

Thank you for your recommendation!! Claire helped me and the customer service was fantastic. I would recommend live chat to all. Thanks again!! 

[DMMMA02]

That's fantastic! I'm thrilled for you! Have a great day!

Sent from my iPhone

[Meesh0424]

It should be covered by warranty, even if it's not they should be covering
them. It's a known problem. Just call them and explain what happened, and
hopefully they do the right thing.

[msjocee]

Mine was covered when it cracked it had been only 8 months . I did the live chat on the fit bit site . Hope this helps '

Sent from my iPhone

[RJACOBS]

Several folks have. I called customer service and they are sending me a replacement!

Sent from my iPhone

[Pattony]

Yes mine was laying on the beach too when it cracked.


Sent from my Samsung Galaxy smartphone.

[Robynne]

I was coming in to check on this exact issue. I'm glad I am not the only one. 

[SDavitt]

OK   This is certainly an issue with Fitbit quality and testing.

I purchased my Charge 2 on 25th June 2017 (John Lewis in the UK) and have just returned the product today 4th August and obtained a full refund. (Thanks John Lewis great service from you guys.)

The screen had a vertical crack from top to bottom. The crack occurred while on holiday in Spain where

temperatures where hot (42C - 107F) on some occasions.  Just 6 weeks use and only 18 days of sunshine. No bangs or drops or jarring. The product should be able to handle this.

I had similar heat issues with 2 previous Charge HRs both of which developed the peeling rubber strap problem which typifies that product. The rubber around the screen starts to come away from the display.

The Charge HR does not like sweaty wrists or sunblock cream!

This is a great shame because I was really impressed with the functionality of the Charge 2 as it did everything that I needed.

I won't be buyng another Fitbit product until I see some assurance about improvements in quality and testing.

Simon

Moderator edit: format

[Bizzer2884]

 Received my replacement Charge 2 about a week and a half ago. It looks the same as my original. I guess we'll have to see if improvements have been made to the materials/constuction. In this Arizona heat it will be a good test. I'll report back in a month or so.

[mlinares]

Hi! Same thing happened to my Fitbit Charge 2, I've been wearing it with the heat and just realize there's a crack on it. Is this a normal thing that happens? Should I not be wearing it in the heat ?

[RedStick]

I don't know about you but I bought my Charger 2 to ride my bike with and
to run.

It's hot in the summer and if I can't wear it when it is hot then it is
useless to me.

[sewnasty]

The same thing happened to mine and many others have had the same problem. Be patient get in touch with the company and they usually replace them depending how long you have had it. I think in time they may put out a recall on them because this is happening too often and being such a well known and trusted company I think they will step up and replace them all. Good Luck

[rellekl]

Based on all the posts regarding cracked screens it seems to me that you have a product defect. My screen also cracked today. 

[skyela22]

I had a similar problem where my Charge2 cracked right down the middle after 6 months of use. It was a a vertical snap in the plastic screen.  I contacted Fitbit's Support via chat and after a few questions and sending screenshots of the front and back of the product along with an assigned case #, I was offered a free replacement or 50% off any new Fitbit model.  

[sewnasty]

Thats good, I am glad they replaced it for you, I would really miss mine if I lost it.