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

[Andrewjorourke]

hi i sent you an email, i have received no response New Case

I need the charge 2 replaced, i have taken great care of it, is there not a point at which admission of a potential flaw gains more customer respect.

1 question how do i get my replacement charge 2 from fitbit? 

Moderator edit: personal info removed

[Jpatel1803]

this has happened to me! i went to Greece where it is 35-38 degreed and there a random crack on my screen. i did nothing but sit by the pool and go for a walk on the beach so do not see how this has happened. iv rasied it with customer support lets see what happens. mine is only few months old so in warranty.

[John98681]

I have been using fit bits for years and they continue to crack and fall apart.  I really love the features it provides but you really don’t buy the product you have to continue to rebuy it every year or so. It feel like a lease. It is very frustrating.  Based on the feedback this not a new issue but it is clearly one that Fitbit is not willing to address. Not sure why other than the fact it forces us to rebuy

[Get2daChoppa]

I was out hiking a few days ago, and my fitbit was fine in the morning.  In the afternoon I looked to check my stats and noticed a crack going from top to bottom on my charge 2.  I didn't bang it on anything and as the afternoon progressed the crack became more prominent.  It is clear the crack has developed from the inside out.  There is no sign of trauma to the device, to me it is a heat related issue.  The device is set to operate within a certain temperature and it probably does so.  But when you combine external heat (say a hot day) it may push the device core temp over the limit resulting in a crack.  

I contacted Fitbit and they replaced the device free of charge since it is only 6 months old.  However, I am a little concerned after reading so many people with the exact same issue.  This leads me to believe it is a defect in the manufacturing process and not an isolated issue with my device.  If this is the case, Fitbit should be aware of this and have a device recall, or provide a refund.  It is unacceptable to pay close to $200 Canadian for a device that will probably only work for about a year.

After reading this thread, I am now going to continue using my cracked screen charge 2 until it stops working.  Then I will use the replacement to extend the life time of my device. Because most likely the replacement will suffer the same fate.  It really makes me think twice about buying a fitbit again when I upgrade.

[WendyJoan]

Hi my 1st fit bit cracked after 6 months they replaced it and recently that
fit bit also cracked at a similar age which has also been replaced so I
wouldn’t wait too long to wear your new Fitbit as if it should break again
you could find it out of warranty

[Andrewjorourke]

Found the receipt took it back to the store and they said they will deal with it

So i decided to purchase a versa this time

Hopefully wont have the same experience

[engleew]

Yes, I believe as others have posted that my Charge 2 glass break was caused by summer sun heat.  I've owned it for a 1.5 years with daily use and it has survived many hikes and hard day's work.  I was offered the standard 25% discount (which is actually higher than the sale price at Kohls), and told it was out of warranty.  It is still functioning and I'm wearing it still a month or so later as I look to fit the $100 into my budget.  I'm wondering if anyone knows of a screen cover that can help protect the face from this damage?  

[HeydyF]

Hello guys! Thanks for your comments and responses!

I can see that some of you already contacted our Support team for further help and, according to your warranty options, you were sent a replacement. I also see that some of your get a 25% discount towards the purchase of another Fitbit, which is also another good alternative for you to get back on track.

For those who already have a new Charge 2, I would recommend you to use a piece of screen cover. I'm talking about those that the phones use to avoid this from happening again even if with high temperatures. 

If you already change of Fitbit, please keep us posted if anything like this happens as well. 

Let me know how your experience goes folks! 

[WendyJoan]

I bought my Fitbit through Amazon I seem to remember them trying to sell me
a screen protector so might be worth a look

[Mymanhood]

Hey Heydyfitbit,

I changed to the SAMSUNG GEAR Fit 2 Pro and not had a single Problem and the interface and app are also great!

If Fitbit had treated me properly I would have purchased another Fitbit!

Shame! Another lost customer!

Best regards

[Teenwolf1980]

I also have had an issue with the screen cracking down the centre. 

It is less than  a year old and given the heat we've been having in the UK it seems this could be a likely cause. 

Surely this is a manufacturers fault and should be covered in the warranty? 

[Marburgusa]

The exact same has happened this me. I email Fitbit Support and they sent me a 25% discount link for the purchase of a new Charge 2 or any other device. My Charge is two years old. That was nice of them but and here it comes, at the time all the big boxes (Beat Buy etc) had the Charge 2 on sale for  $8 more. No real incentive in my eye to go out and buy a new Charge. Still haven’t done it. Considering other options.

[Marburgusa]

Thank m in the same boat. The discount link is still sitting in my inbox in-used. Considering other options. 

[Pars36]

So I also had a fit it charge 2 with my screen breaking in as similar fashion. Seems my Fitbit is past is 1 year warranty.

What are my options? In middle of chat with a agent.

[GPatrice]

In May 2018, they gave me 25% off on my next Fitbit purchase but only for the next 30 days. I felt like i was getting slapped in the face for buying a Fitbit product in the first place so I decided to purchase a Garmin tracker instead and so far so good.

Sent from my iPhone

[SDavitt]

Options?

Cut your losses and purchase a product from a supplier who actually cares about the quality of their products. 

[John98681]

Hard to spend the money when you know it will just crack again. It’s a great tool if it was durable

[Liathh]

My tracker's screen cracked today just outside of warranty (of course). And your resolution is 25% discount? Nice [sarcasm], for a number one goal.

Funny thing is that the same products in Europe carry 2 year warranty - so you are basically doing the minimum required by law and all this global business and consistent warranty is just fluff...

And if you are working so hard to improve the products and listen to our comments and concerns the replacement I buy with my 25% discount will not have that problem any more, right? Didn't think so.

Have a great day

[JCraz]

OK I'm feeling so much better. My screen  cracked as well. The only time I take it off is to shower. I couldn't figure out what happened but didn't think to check the message board (honestly never occurred to me that it might just crack on it's own!)

That happened about 6 months ago. Now the screen has gone black - was almost a full battery - but unlike some on a different message conversation, mine won't vibrate or sync.

I've tried to hard reset and nothing happens.

[SunsetRunner]

Oh yes! I'll never purchase another fitbit product