cracked face on charge 2

[Teedee11]

has anyone else had the issue of a cracked face on your charge 2? It's happened twice now. They reluctantly replaced the first one stating that they would be unable to replace it again. This is not an impact crack or heat related but 2 parallel vertical cracks on the face. Seems like a design defect in my limited experience. 

[Stooop]

There’s a 20+ page thread on here if you search. Thousands have the same problem.

[Barbsielee]

Seems like they don't care, I have emailed them and have had no response. There are so many of my friends that are wanting a smart watch and I have now told them  now not to get fitbit as there is absolutely no customer service. I cant believe there are so many people out there in the world that have the same problem. So yes Garmen or Apple it is for me, I will not touch or recommend a fitbit to anyone again. It is so easy for them to say buy another one - at R3000 not a chance in hell

Totally unhappy and disgusted with them

Moderator Edit: Formatting

[GabeJr]

Buyer beware. I have given up.  As it turns out, I was denied a replacement and was advised my fitbit was out of warranty although I had gotten it new as a Christmas gift last year. Turns out it was purchased from an online retailer (likely one of many) who is not officially authorized or endorsed by Fitbit. Consequently,  the warranty period begins when that seller purchases the device as it is apparently registered at that transaction. They told me that my device was previously registered and I was not within warranty even though I received a brand new, unopened device. Go figure.

⁣Sent from BlueMail ​

[GoosMan]

I was ready to purchase a new Charge 3 or Versa 2 because a crack appeared on my Charge 2 from corner to corner for no apparent reason. Now reading the forum I realize it may be a defect that has nothing to do with how I use it or treated it. Need to decide if I take the chance on a new Fitbit or switch over to Apple. 

[Barbsielee]

Fitbit has not even bothered to respond, by looking at some comments they are saying that charge 2 was a bad make, so its all of charge two customers that have to suffer now and have to buy new watches, but hell no wont be buying fitbit again. Will go gamin or Apple. Not impressed at all!!!

[MarkReth]

Getting to customer support is not going to solve your problem. I contacted them several times about the same "known problem" and they are useless and there is no real escalation to get help. These watches are disposable and Fitbit just wants you to buy another one. I got so frustrated with Fitbit and their "lack of" customer support that I just threw it away and bought an Apple and have not had any issues in 3 years.

[JonseyJ]

Tossed mine too.  Got a Samsung watch.

[Hazeltomo]

Me too - Fitbit shame on you! We can only hope for Karma - or a legal challenge. Will Never buy one again.,

[GabeJr]

Glad you feel the same. Thanks

⁣Sent from BlueMail ​

[Sallyann8486]

Me too! Mine looks Like an oblong just slightly in from the edge of the face on the top and It is so cracked!  I am now looking at Garmin fitness watches as you obviously don’t get a lot of joy with customer service,with Fitbit and they obviously haven’t corrected the problem shich is terrible considering how long it has been going on.   I have heard some good stuff about Garmin Care and good Customer Service is a priorIty  for me with buying expensive goods xxx

[JoannaCavalc]

I have the two cracks too but I bought mine used 😢

[JoannaCavalc]

I had no idea they had screensavers for Fitbit where do you buy that?

[AuburnBoy]

I now have a vertical crack forming on my second Fitbit Charge 2, just like on my original one. The only good news is that it happened after 1 year instead of 6 months. It’s clear the cause is from the clamping force applied by the USB charger. I’m not sure why they didn’t design a micro USB port on the side of the Fitbit instead.

Hope you have good luck with Garmin. Can you still use your Fitbit app and historical data?

[Sallyann8486]

No Unfortunately you can’t   xxx

Moderator Edit: Word choice - Promoting

[parkerwendy]

Yes mine is cracked in the same way.  They gave me a replacement as it had happened twice but I couldn't set up the second replacement so am stuck with a cracked screen.  Won't buy Fitbit again.

[MRnSTL]

thousands of cracked faces and Fitbit won't acknowledge that they have a defective design.  Never buy Fitbit!!!!

[RogerGrondin]

I found my broken Fitbit last week. I was sitting in a box since my first
posting. Never bought another one.

[KhrysD]

These posts are fairly old, I wanted to add this is still an issue in 2020.  I'm thinking of going with another brand.

[AuburnBoy]

Yes, I am the originator of the post, and since then had to replace my Fitbit device twice for the same problem. It is crystal clear the cause (pressure applied by the charging device cracks the screen horizontally). I still don’t understand why I need to pay for Fitbit’s design flaws. I did nothing wrong. Nonetheless, I was convinced by a persuasive agent to try the Charge 3 (for a mere $90). I bought a screen protector and so far it’s holding up well. If it fails before 1 year (again), I’m off to Garmin.