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. 

[RicardoFitbit]

Hello @1marycjohn25 welcome aboard, thank you for bringing this to my attention. My apologies for the delayed reply.

Thank you for sharing your experience with our Customer Support team regarding the situation you experienced with the screen of your Charge 2 device, your feedback is well appreciated. For a better understanding of our Support team conclusion, I recommend you to check our warranty policies here if you want more information and details.

I'll be here  if you need anything else. 

[Lele22488]

I as well have had this problem I’m on my third charge 2 that is cracked! I bought the second one and when it cracked they replaced it now on my third that they will not replace because the second one cracked and I got it replaced with the third. Now #3 has the same cracks. 

[RicardoFitbit]

Hey @Lele22488 welcome aboard! Thank you for bringing this to me. I'm happy to help you out. My apologies for the delay in responding your post.

Seems odd that your experienced this situation 3 times with your Charge 2 devices. I've contacted our Support team on your behalf to receive further assistance directly with them, please keep an eye to your email inbox because they'll be contacting you soon.

In the meantime they get in touch with you, let me know if you have any additional questions.

[AuburnBoy]

I have exactly the same problem. I’ll be contacting Fitbit now about it. Thanks for your post.

[RicardoFitbit]

Hello @AuburnBoy, I'm happy to see you participating one more time in our Community Forums. My apologies for the delayed reply.

Just as per your post, I was informed by our Customer Support team that they're already providing you with assistance regarding your Charge 2. That said, I recommend you to keep an eye to your email inbox for any update from them, they'll be in touch with you soon.

Don't hesitate to contact me back if you need anything else, I'll be here.

[AuburnBoy]

Hi,

Yes, I made contact with customer support and looks like I’ll get a replacement. It hasn’t arrived yet, but sure it will. Hopefully this one won’t crack.

[RicardoFitbit]

Hey @AuburnBoy welcome back, thanks for your update and sorry to the delay in responding.

I'm happy to see that our Customer Support team assisted you further with this situation and processed a replacement device based on our warranty policies. I suggest you to contact our Support team for more information about the status of your replacement order. Also, don't hesitate to contact me back if you have any additional questions, I'll be here. 

See you around. 

[Lele22488]

Looks like fit bit asked me to send them a bunch of information on my 3rd cracked Fitbit charge 2 and is going to do nothing about it! Even though after the first one cracked I bought the second and a warranty. Then the second one cracked in the exact same way and yes they sent me a new tracker. However the new one cracked again, in the exact same way and now they are offering me a discount towards a new device. Why exactly would I spend hundreds of dollars on something they have proven over and over to be defective. Time to move on to another company I guess. Perhaps one with better products and better customer service. 

[AuburnBoy]

HI Lele,

Thanks for the post. I guess my warranty replacement is on the way and with your experience, I’m not holding much hope it will be a permanent fix. They did offer me a discount on the new Charge 3 which is supposed to be more resistant to cracking (plus other features), but I can’t justify paying more to fix their problem. Perhaps in time I won’t have a choice. The product is a great concept, too bad there are a couple of flaws like the cracked face and poor strap attachment that makes a lot of us regret getting it to begin with.

[SSGel]

I agree with your whole post. I think it is terrible that we paid full price for something they new was faulty. Sent from my Verizon, Samsung Galaxy smartphone

[RicardoFitbit]

Hello guys! I'm here to continue providing assistance, sorry to my delay in responding each of your posts. Thank you for participating again in our Community Forums @SSGel, thanks for your replies @Lele22488 @AuburnBoy. 

I would like to let you know that Fitbit is always striving to improve our users Fitbit experience with our products and services. We appreciate all of the input we receive from our Community Forums because this information help us to evaluate our procedures. Thanks for the feedback and your patience with this situation, always refer to our warranty policies for a better understanding of our Support team conclusion. 

I'll be here if further assistance is required. 

[JonseyJ]

I also have two vertical cracks.  First time was one vertical crack.

[ToniNeary]

I have the same issue with a crack down the middle of my screen

[RogerGrondin]

My 16 month old Charge 2 developed a vertical crack while in Denver two weeks ago.   Yesterday that crack continue to the top of the phone  and down the other side.   A piece of the face should fall out shortly.  I will post of picture of this for all to see.

I was offered 25% and then 40% off a replacement watch... with the same defect.  Thank but no thanks.

The middle part should fall out soon.

[Jdtimer]

I like your optimism.  Expect the replacement Charge 2 screen to crack in exactly the same way as the previous one.. the only thing that seems to vary is  exactly how long it takes to occur, some under 12 months some a little over. Fit Bit should ‘bite the bullet’ on this matter and replace cracked Charge 2 devices with a Charge 3 - free of charge, not replace a design flawed product with another design flawed product.  Incidentally, I took the discounted Charge 3 option and to date am very happy with it.  I was not prepared to have the same issue again with a replacement Charge 2. I would like to believe this new product has addressed the design flawed screen problem with improved design.  Good luck with your replacement Charge 2.

[GabeJr]

I just discovered a single vertical crack along the right edge of the screen. I guess I should expect the second to follow, but I would guess the flaw is with the charging harness. It sometimes feels like it has to be manipulated in order to properly connect. I think this actually applies pressure to the screen along the edges. Just a thought, but I'm going to see about getting a replacement. Mine is only 6 months old.

[Jdtimer]

Interesting observation. Could be the downward force on each side of the face during charging is what’s doing it??  Not sure.  I think it would be safe to say Fitbit have investigated what is causing it having so many of their products fail in exactly the same way. An evenly loaded screen I’m sure would not crack. Good luck with your replacement Charge 2.

[GabeJr]

Thanks, we'll see where this goes. All the best!

⁣Sent from BlueMail ​

[RicardoFitbit]

Hello again, it's a pleasure to continue providing assistance, sorry to the delayed reply. I'd like to begin giving a warm welcome to @JonseyJ @ToniNeary @GabeJr. It's also nice to see you again participating here in the forums @RogerGrondin @Jdtimer.

For anyone here who is experiencing the same situation with the screen of your Fitbit Charge 2 devices, I recommend to get in touch with our Customer Support team to receive further assistance directly with them since this is a hardware issue. Take in consideration that, just as per previously mentioned in my previous post, they refer to our limited purchase warranty when it comes to any warranty-related procedure, therefore, please check them out for a better understanding of their outcome.

The feedback that was provided in your posts are appreciated, we are always working to improve the Fitbit experience with our products and services.

Let me know if you have any additional questions, I'll be around. 

[Paulaviki]

Yep I’m on number 2 and the screen has cracked in exactly the same place as the last one 🙄