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

[SDavitt]

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@AlessFitbit wrote:

So everyone is aware, our team is informed about this 'cracked screen' issue and have been investigating for some time now. This specific screen crack is not being caused by any forced or accidental damage, instead, the screen becomes cracked on its own from environmental factors. If anyone has yet to contact our Support team, please do so and they can offer their assistance. To be clear, our warranty does not cover accidental screen damage so please note the difference with this issue. 

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Hi AlessFitbit,  It is a relief to hear Fitbit acknowledge that the 'cracked screen'  problem is a real issue.

There does remain the question of what Fitbit propose to do about it. I would very much like to be a Fitbit user again but I won't risk another purchase until I can be sure the issue is resolved.

[jaywhisonant]

I ended up getting a replacement part from FitBit. No hassles, no run around, but they did tell me just to throw the old on away. I hope they have the issue solved going forward.

[F1Jon]

The replacement for my wife's Charge HR has also now cracked, same situation just sat out in the sunshine no physical damage to the casing. To replace the first one I had to post back at my cost and it took 4 weeks for replacement process. I am now looking for the receipt to take it back to store as I am reluctant to pay for more postage on a now known design flaw. Fitbit should be replacing these FOC with an improved model at no cost to owner, if they want to preserve their place in the market and retention of users.
Come on Fitbit, the ball is in your court now, please do the honourable and decent thing for all of your loyal customers, regards Jon B. 🤞

Sent from my iPhone

[SDavitt]

100% agree.

As a 4 time Fitbit customer (3 Fitbit and 1 Aria) I feel extremely let down.

Now that they have acknowledged he issue it is time for them to take action for their customers.

[Susandowson31]

Hi , that has happened to mine but I was in the heat of the South of France.My daughters bought me mine for my birthday in February and it has just happened ; like you I was just walking around the area, nothing too energetic at all , just getting my steps in.What should I do. At the moment it is still working ok.

[Lecoy70]

This is obviously a product fault, Fitbit should recall all charge 2's.
We all need to demand this!
Everyone needs to to contact customer service and log the problem.

Sent from my iPhone 6s

[SDavitt]

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@Susandowson31 wrote:

Hi , that has happened to mine but I was in the heat of the South of France.

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Thanks Susandowson31.

That seems to fit the pattern.  The heat appears to be the common factor affecting all of these failures.

The question now is what are Fitbit going to do about it.

[Zeebra72]

Contact fitbit via they're online chat. They had me take a photo which
showed the damage and a handwritten note describing the problem and the
case number they assigned. I was offered a like for like replacement or 50%
off anything from their store. In hindsight, I wish I had opted for the 50%
off and gotten myself a different model as this is a known problem with the
Charge 2.

I received mine as a gift, so I had neither receipt nor any idea where it
was purchased. Apparently, if one purchases a fitbit from a "non authorized
seller" ie. Amazon, eBay etc. there isn't a warranty honored by fitbit.

[Susandowson31]

Thank you.I have contacted Fitbit directly and they have offered me exactly the same support.I must say the response time was amazing and for that I am very grateful. My concern, of course, is, what will happen should the same thing happen again?
Kind regards
Susan

Sent from my iPad

[fitchick123]

Today I have received a brand new Fitbit charge! I'm happy. 

Thank you for a great customer service and swift delivery! 

Have a a great day . 

[Ah24]

I was passed to the head office about this problem and they advised me that I should not have been offered a replacement watch as damage was not covered under warranty. I referred them to the community page and advised them the person who I had been dealing with confirmed they were working on the problem. They still did not admins there was a problem and I have had to send my watch and charged to the Netherlands at a cost of over £11.00 to me. They have had the watch over a week (I sent the item by tracked mail) and I had not had any communication from them at all. I have been in contact via live chat today, ended up going over it all again and having to complete more forms to try and get a replacement watch. But if the problem is not being recognised by them how are they going to resolve. I am a very unhappy customer. I don't really want a replacement but not offfered a refund. Not impressed with Fitbit at all 😞 

[SDavitt]

Absolutely appalling treatment. Is this the way a large international company treats its customers? 

[Physiolynn]

The exact same thing has happened to mine in Spain this year.  It is smooth yo touch on the outside but cracked from top to bottom so must have cracked from the inside out.  It could only have been the heat.  It is otherwise perfect and only a few weeks old.

[SDavitt]

Hi Physiolynn, Persist with the Fitbit support team and good luck. 

[Mymanhood]

Hi Lisa,

I see you know your rights!  I have the same issue only they have offered me a replacement however, i am not going to acept as there is nothing to prevent the same issue from happening again as the unit has not been modified thus the issue has not been resolved the Unit still remains unfit for purpose!!!  I guess i will be taking this further with the UK Consumer Protection ACT.

[Rich_Laue]

I really have my suspicions that all 11 pages of posters have not had their screen damaged by heat. Even left in my car, where the tracker reached 160`F, 72`C there where no signs of damage.

[Mymanhood]

I can't believe that you doubt so many people with the same issue, I just think that instead of helping the customers you like to suck up to FITBIT, maybe they give you free items!

we are all honest and genuine customers with problems that Fitbit don't want to resolve!

[Physiolynn]

Well, you may just be lucky. My daughter has one also on hols with me and hers is fine. Mine is not. If Fitbit could feel the glass you can tell it has split from the inside out. It is still completely smooth to touch almost looks like a scratch.

Sent from my iPad

[Rich_Laue]

I don't doubt the crack screens, im questionning the cause of the break being from heat. From the manual.

If the tracker never went into tempatures outside these parameters it should not have cracked, from heat.

Even Apple does not cover accidental damage, and i know of no phone manufacturer that does.

BTW your more likely to damage the screen by cold, not heat. Cold makes plastic brittle.

[Mymanhood]

Hey all 11 pages of

comai ta about broken screens, Rich_Laue says we are all wrong! We were not on holiday in the sun we were on holiday in the arctic when our trackers screens became brittle and cracked!!! And actually you must have been below -10degC because the manual says so!

either that or you all broke your charge 2 by yourself and are only blaming Fitbit as we are all selfless criminals!

He never consider expansion and contraction caused by temperature nor thermal inertia where materials can expand and contract and different rates and by different volume under the same temperature!

luckily for us, we did not design and build the Charge 2 and we are not responsible to provide Fitbit nor Rich_Laue the engineering and science required to resolve solve the problem, that's is solely their responsibility we can only advise them of what has happened and rely on them to resolve the problem and supply us with a product that is fit for purpose as a replacement!

There is no accidental damage here this is 100% manufacture or design problem, as soon as people like you and Fitbit realise that, then the sooner you can start to try to resolve it!!!

be Sincere and work to assist the customers instead of calling them liars!