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

[Hazeltomo]

If this was a car manufacturer or an electrical white goods manufacturer they would have to recall defective models and take responsibility to carry out remedial work as necessary. Why is Fitbit allowed to keep selling defective goods without seemingly any recourse or conscience. Where are consumers rights applied in these circumstances. 

[Nunno]

Hi,

Contact Fitbit support on Twitter they wshould help as they did for me.

Warm regards

Mark
--
Sent from Gmail Mobile

[Hazeltomo]

Thanks Mark for your message, but I have already tried that route and direct with customer services and all they are offering is a 25% discount off another Fitbit.  They are not taking on their responsibility to provide a quality item that is fit for purpose and one that should  last a reasonable time.  I think the only thing I can do is look into my consumer rights in more detail.  From reading others experience on this and other forums, I am one of many that are totally disappointed and disillusioned by Fitbit’s attitude to this quality issue. 

Kind Regards, Hazel

[Nunno]

What did fitbit offer?
--
Sent from Gmail Mobile

[Hazeltomo]

Just a 25% off another Fitbit ☹️

Sent from my iPad

[Hazeltomo]

I was only offered a discount code of 25% to use on Fitbit website valid for 30 days ☹️

[Physiolynn]

If you do I am happy to add my name to it. I also have now had 2 devices that have cracked from the inside out. Lynn

Sent from my iPhone

[Nunno]

Hi Hazel,

The same thing happened to my wife’s Fitbit. We returned to the store where
we bought it and the changed it free of charge as we took out the product
care when we purchased it.

Have you tried that route.

Warm regards
Mark
--
Sent from Gmail Mobile

[Hazeltomo]

Hi Mark, my original Fitbit I returned to John Lewis where it was purchased but being one week over the date of the extra care cover they would not help. But thanks for the suggestion.

kind regards Hazel 

[Hazeltomo]

Hi Lynn,

Sorry to hear you have experienced the same problem twice like me. Thanks for the offer of support I will do my research and come back to the forum to let all know if I have found a way forward.

kind Regards Hazel

[Nunno]

I am sorry to hear that. Typical 1 week over the date. Fitbit should do
something. They have replaced 2 for me so far.
Best of luck
Mark
--
Sent from Gmail Mobile

[John98681]

Mine cracked again. This is my 5th one. I have purchased 2 of them. This will be my last. I am moving to the apple watch.

[Physiolynn]

Me too

Sent from my iPad

[NannyO63]

They just don’t seem to give a **ahem**. Its obviously a design fault but refuse to deal with it.Fitbit customer services take note 

[AlvaroFitbit]

Hello everyone. If you are having issues with your Charge 2 screen please let our Support team know about it so they can further assist you. Support does follow the guidelines listed in the warranty so if your device is outside the warranty period they won't be able to replace it. This is why they offer a discount to help customers in this situation. Still thank you for sharing your feedback.

Let me know how it goes.

[Maxine101]

Is this a joke...people have contacted the support team and got diddly squat support. Fitbit need to own up to the fault and replace the goods!

[ColoradoGrl]

To AlvaroFitbit

I'm sure we all appreciate your responding to the topic, but I think by now we all know the terms of the warranty and are not (or at least I am not) anticipating a replacement outside of warranty; Rather, I only seek to convince Fitbit that there is a problem.  Beyond the several threads on Fitbit, Google brings up scores of complaints that underscore that there is a heat expansion problem--either with the battery or the screen components (or both) that is being exceeded causing these screens to crack in a similar manner for all of us.  This is a serious flaw that is apparently affecting a very large proportion of your customers.

All I am asking (and I believe this applies to many others) is that FITBIT acknowledge that there is a problem and assign their R&D to try to correct it.  If we can't use or even store a Charge 2 or 3 in warm climates without the screens cracking, it no longer remains a viable fitness tracking option. 

Thanks again for checking in on this thread, but hopefully you will convey this to those who can address it. 

[engleew]

Waited 5 minutes, and number 8 in line. Like I have all day for the sorry
25% discount that will be beat by every retail sale price. The warranty
ends, the Charge 2 screen breaks. Love the product, love the app, hate
that the glass breaks so easily with no evident root cause. This is not my
first Charge 2. You would think I'd learn? You would think FitBit would
like me to spread the word about how much I love their $150 product over
the $30 Banggood Chinese brand alternatives? I try to buy American but you
guys make it a challenge.

[Hazeltomo]

This is not good enough- when you have an item not fit for purpose being sold and replaced in good faith from the customer expecting it to last a reasonable length of time and due to a known fault and defective materials it does no5!
About time Fitbit faced up to their responsibilities to their customers and sorted out this problem. Having had more than 3 years to irradiate and solve the charge 2 screen cracking issue is totally unacceptable.
If all on this forum reads this post and countless others experiences of this problem with inconsistent customer service solutions offered and provided YOU would be well advised to cut your losses and source a better product that is fit for purpose elsewhere.
Nightmare company policies.



Sent from my iPad

[Physiolynn]

Have had two now cracked from the inside out. Going for an Apple Watch next time x

Sent from my iPad