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. 

[RogerGrondin]

“refer to our limited purchase warranty when it comes to any warranty-related procedure”

Translated to “if your lucky and our know defective product breaks within 12 months, we may replace it with another known defective product.  After 12 months we will give you a small discount to help purchase another.”

This is the model that was used by the American car companies prior to the Japanese take over of the sector.

how about, we promise to fix the product so that it lasts more that 18 months.

[sharonw10]

Apparently after over 2 years of this problem being reported fitbit no longer considers cracked screens to be part of the warranty. Both mine and my husband's charge 2 cracked (mine is 2 weeks over warranty, his is under). They informed me that "Even though this is not covered by the warranty, I can provide you  a 25% discount towards a purchase of a new device on our store or a 40% discount on Ionic." Not sure what this warranty actually covers. Fitbit will not be getting another penny from me. Do not buy their products - poor quality, not backed by the company and poor customer service!

[RicardoFitbit]

Hello! I'm happy to be here again assisting each of you with your Charge 2 devices, my apologies for the delay in responding. Welcome aboard @Paulaviki and @sharonw10. Thanks for your reply @RogerGrondin.  

@Paulaviki I'm sorry to know that the screen of your Charge 2 is cracked too. I was informed by our Support team that they already provided you with assistance regarding this situation, therefore, I suggest you to contact them back if you have any additional questions about their conclusion. I'll be around if you need anything else.    

@RogerGrondin Thanks for taking the time to share your thoughts with us, the feedback that was provided in your post is appreciated. Don't hesitate to contact me back if you need anything else. Same for you @sharonw10, let me share with you guys that we are always striving to improve the Fitbit experience with our products and services. For a better understanding of our Customer Support team conclusion, please check our warranty policies here as per previously suggested.  

See you around. 

[GabeJr]

Hi, I received an email regarding my post including my theory as to why my charge 2 has cracked. In the email, it was presumed I had already made contact with the fit bit team and had already begun working on a resolution.  Until now I have not corresponded or spoken with anyone about the matter. I had only posted on the forum. Please advise me as how to contact someone in order to get a replacement device as my Charge 2 shows 2 vertical cracks at both edges of the screen. I received the charge 2 as a gift at Christmas 2018. These cracks are not due to abuse or misuse. I appreciate your help with regard to claiming the damage under warranty.

Sincerely, 
Gabriel 

⁣Sent from BlueMail ​

Moderator edit: Removed personal information 

[JonseyJ]

Dear Fitbit,

This may be redundant but here we are:  Lots of people are and have been reporting the same problem to fitbit-vertical cracks on the screen.  Most of us are tracking steps and are not doing outrageous sports, thus it doesn't seem to be abuse.  This has been a known problem for at least 2 years.  Fitbit has now told me that they replaced a cracked screen once and that is it, no more replacements.  Yes, I understand your warranty policy. They have offered me a reduced price if I choose to replace it.  My last fitbit I also purchased at a reduced price because the previous screen had cracked--same location, same type of crack. Here is the problem:  FITBIT appears to be ignoring a known issue.  Why?

Since this issue has not been addressed I am choosing to leave FITBIT and purchase a different product.  I will probably relate my experience to my friends and not recommend Fitbit to anyone. Should you wish to remedy the situation, I am open to a discussion.

Regards,

JRJones

[RicardoFitbit]

Hi again! It's a pleasure for me to continue providing assistance with your devices. Sorry for the delay in responding your posts. Welcome to the Community Forums @JonseyJ. Nice to see you again participating @GabeJr.

@GabeJr Thanks for the information that was shared with us in your post, I apologize for the inconvenience you're experiencing with the screen of your Charge 2 device. I'd like to let you know that I've contacted our Customer Support team on your behalf to receive further assistance directly with them. Please keep an eye to your email because they'll contact you in short period. In the meantime, let me know if you have any additional questions.

@JonseyJ Thank you for taking the time to share your thoughts with us and your personal experience with your Charge 2 and Customer Support team, the feedback that was submitted in your post is really appreciated because we are always striving to improve the Fitbit experience with our products and services. For a better understanding of our Support team outcome, please check our warranty policies here. Also, you can contact them back if you have any additional questions about the resolution that was given.

See you around, let me know if you have any additional questions.   

[andrewgscott]

I just noticed a vertical crack on my screen and thought it would just be me but apparently not. The unit hasn't undergone anything arduous but seems to have just cracked. Can't remember when I received it as a gift but I'd have hoped an electronic device such as this would last longer than it has. 

[Jdtimer]

A design flawed product that will fail... anytime from new to whenever... there must be thousands that this has happened to, we are probably just the tip of the iceberg who are actually discussing the product and the far from acceptable action/s being taken to remedy it. Regardless of what is on the warranty, you produce and sell a flawed product, you should be prepared to stand by your brand and protect it by replacing the faulty product unconditionally with a product that is not design flawed.
That is not only an ethical approach but it also makes really good ‘business sense’ for a company wanting to keep market share in a very competitive market...
Maybe FitBit have enough market share they don’t really care?
Sorry to hear yours is broken too....

Regards,
JT

[JonseyJ]

The bottom line is that Fitbit will only replace your watch if it is within the original warranty.  Normally I'd say this is fair but when this has been a long-standing issue and they continue to "stand by their warranty," you know there is a lack of customer concern and service.  I've voted with my feet.  This has happened to my last several watches.  Look on Amazon for other trackers.  There are a ton of them and significantly less expensive.

[RogerGrondin]

Alase the charge 3 the same issue.

[andrewgscott]

I'd not discount the clamp pressure idea/reason other than to react with a "surely not?" which is also aimed at fitbit. If that's the reason, I'd have thought the pressure would be minimal. Thanks for replying. Have discovered my fitbit isn't as old as I thought it was and it's still under warranty. 

[Jdtimer]

You can’t be serious ! The ‘gorilla glass’ on the Charge 3 was supposed to address that... if mine fails, anytime soon, I will be voting with my feet...
Cheers,

Regards,
JT

[RogerGrondin]

Get ready to walk....

https://community.fitbit.com/t5/Charge-3/Charge-3-screen-cracked/td-p/3009605

[AuburnBoy]

This is very sad news indeed. I don’t understand why Fitbit continues with the same method of charging (using the clamp). There must be a better way that does not put pressure on the thin glass face. Likewise for the connection of the band to the device body only using a thin piece of sheet metal. When is Charge 4 ready?

[Jdtimer]

I shudder Roger... yes I paid (albeit a discounted price) for a Charge 3 to replace my Charge 2 (2 vertical cracks left and right) and now you advise the Charge 3 seems to be experiencing the same or very similar issues yet again???   I also had a Flex before that and the battery failed at just over 1 year.  If this screen cracks, I will not be sticking with FitBit.. There are a lot of good products around and we should not have to go to these lengths when we have paid good money and the product falls short.   Waiting in expectation now for this screen to crack....😧. Cheers JT

[andrewgscott]

Jdtimer/anyone - I've been offered a replacement charge 2 or a 50% discount on another product. Is the charge 3 a good enough improvement over the 2 to warrant £65 when the charge 2 cost £79 (a special offer at the time I'm told) ? I see it's water resistant to 50m and seems to have a better battery life and display. Would welcome any comments. Thanks. 

[AuburnBoy]

I was considering the Charge 3 until one of our peers sent a link to complaints about it cracking too. So I just got a free replacement Charge 2. Let’s see how long it lasts.


Sent from my iPhone

[Hazeltomo]

I have experienced very much the same issues. First one cracked and replaced, then replacement cracked and now being told that company policy is that the replacement is not covered by the warranty and all that is being offered is 25% off another Fitbit! It is about time the company took responsibility for the poor quality products they are producing and recognise they have a duty of care to produce and sell something that is fit for purpose and one that will last a reasonable amount of time.  This would not happen in the car industry or white goods manufacturing as a recall would have been made when the known fault was found, with remedial works and a resolution offered. How can this be allowed to carry on with the issue still there after 3 plus years! Unbelievable and totally unacceptable.

[GabeJr]

I fully agree. Thanks

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[Stooop]

Screen covers invalidate your warranty ☹️