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

[maramilitaru]

hi there,

same thing happened to me. fell asleep on the beach, less than 1 hour later, the screen cracked in 3 different places. and noticed a bump in the middle. It`s only 2 weeks old, so it`s quite unpleasant. what solution is there to such situations?

[engleew]

Contact customer support. Since yours will be under warranty they will
replace it. Good luck.

[maramilitaru]

thanks a lot, just sent them an email

have a great day

[Maxine101]

I'm gutted the same thing has happened to me.  We're having a long summer in France.  My screen has cracked and I know that I have not caused the damage to my screen.  My screen cracked and it seems to have spread.  Fitbit have offered me the 25% discount but I just haven't got the funds and my fitbit is only 8 months old.  Like others have said...it's not just about the device it's about what it has helped us to achieve.  Truely gutted about this.

[engleew]

Hey, Sorry this happened to you. I do distinctly recall that you should
have a warranty for 1 year. I'm in USA. I don't know if France is
different. You may be able to exchange it. Good luck.

[F1Jon]

Sounds like you probably live in the UK, if you purchased in UK or Europe then you have a 2 year warranty, the rest of the world I believe is a one year warranty. So you you should be entitled to a repalcement FOC. Otherwise if you purchased with a credit card, you can try to make a claim using Rule 75 from the CC company, they should honour this, which would then be 100% refund. It may take a few weeks to complete the process. I am about 95% there with my Rule 75 claim. I would not buy another Fitbit Charge, but my Blaze has been outstanding, so Fitbit can make good products, but the Charge 2 is not one of them!

Good luck, JB.

[HannahCheeseman]

How did you complain? Same to me!

[F1Jon]

How did I complain?

To Fitbit, I did my complaint through this forum.

For my credit card Section 75 claim, I rang the phone number on the back of my credit card, the card I used to purchase my Fitbit.

Hope this helps? JB.

[NickyHall]

Hello, this has happened to both mine & my friends Fitbit.  Neither of us has damaged the watch in any way. The screen just spontaneously cracked. 

[engleew]

Yep. It seems Fitbit is not stepping up to own any responsibility for it.
They offered me 25% off their website which is full price at a store where
I live.

I love the charge 2, and bought a replacement. The difference is that now
I avoid the extreme heat caused by direct sunlight. I remain convinced
that it is sunlight on black heat expansion that caused my screen to crack
as it actually looks like it was pushed outward. I am not buying 20 charge
2s to prove it scientifically though. That would be crazy. But maybe
FitBit could try it?

[HannahCheeseman]

I emailed customer support and have been sent a new Fitbit within the week!

Moderator edit: personal info removed

[SDavitt]

Sorry to hear both of these stories. This has been going on for several years with Fitbit treating its customers with utter contempt.

I am afraid I gave given up any hope of them fixing the underlying problem.

I am leaving the community and Fitbit will do without my custom in the future.

[GPatrice]

They came out with a new Fitbit Charge 3. I wonder if the managed to fix the cracked screen issues.

[GPatrice]

They did the same for me.

Too bad my 25% off coupon has expired. I might have used it on the new Fitbit Charge 3.

[Suechell]

Mine has done the same thing 

[Suechell]

Does any one have the contact number plz

[John98681]

Support number: 1 (877) 623-4997

Sent from Mail for Windows 10

[GPatrice]

See if you can get the new Charge 3 at a discount.

Sent from my iPhone

[SunsetRunner]

That won't help. My Charge 3 screen cracked and they are giving me ZERO support with it. Don't bother. Just buy another brand.

[engleew]

Understood.  Thanks.  This is sad because without support, FitBit knockoff competitors are now for sale at about $20 on sites like Gearbest.