Cracked screen on surge

[Phil31]

Folks my surge for no reason I can think of has a crack across the screen, noticed it after a workout today on treadmill and epileptic machine, didn't fall or hit it so am at a loss, love my Fitbit any advice on repair to screen?? Tweeted support this morning no reply

[WendyB]

They will get back to you Im sure

[FrankD41]

The screen on my Surge is cracked also. It looks like it got hit but I don't recall any such incident.

[Phil31 · Accepted solution]

Email the support team and explain I did that and a new Fitbit is en route very pleased with their customer service

[Phil31]

They have and are replacing the Fitbit very impressed with the customer service

[SunsetRunner]

Hey hey hey @Phil31 welcome to the Fitbit Community! It is nice to have you here 🙂 @WendyB was right! Support will always answer to your questions and assist you. They love doing that 😉 @FrankD41 you should give it a try ! Coming back to you @Phil31 thank you for sharing your thoughts about the support team. I'm so glad to hear that you're receiving your new Fitbit! If you didn't you'll receive a survey asking for the customer service, so you can share your experience.

Let me know if you have any other question. Have a wonderful day! 

[PSBrawner]

Purchased mine in Oct 2015 and it cracked as well.  I noticed it yesterday when I removed it from the charging cable.  Called FitBit support today and within 5 minutes they had the info they needed and were shipping a new one.  Very satisfied.  But also surprised they didn't want the old one back.  They could have refurbished it.

[KathleenMarieB]

My surge band is blue

[lynn12011986]

just contacted customer support about fitbit surge having cracked screen when I took it off of charger this morning customer support said they couldnt replace due to it being damaged i didnt hit it at all yesterday when i  took it off very unsatisfied

[SunsetRunner]

Hey hey hey @PSBrawner hope your doin' well! 🙂 Thank you for letting us know that you received your new Fitbit Surge. 
Please note that every case is handle differently, and maybe in your specific case the advocate though it was not necessary for you to send it back to us. In these case you can keep it or recycle it through a recycle program.  I hope you'll enjoy your new Fitbit! 

Please let me know if you have any other question 😉 Have a wonderful day! 

[Jlump]

My screen cracked also. The only thing I found out is they will gladly give you 25% off a new device. That's not saying much for customer service. They should have a service center or offer repairs if mailed in. I tried all options but got nowhere. I'm going to do some research on other companies before spending another $250. No more Fitbit. Maybe fitsh*t.

[SunsetRunner]

I have a FOUR watches replaced with the same problem of a cracked screen. Obviously the product should not be on the market. Now that my warranty is over they only offer me 25% off the purchase of a new one. Why would I sink more money on a product that has obvious issues? I am going to look at the competition and see what they have.

[SolangeE]

Hey, @Jlump, @SunsetRunner! Thanks for joining us!  I'm sorry to hear the inconveniences that you've had with your tracker. Our Limited Warranty provides replacements for trackers deemed to have a manufacturer's defect within 365 days of purchase. Because your tracker didn't meet these warranty conditions, the advocate offered a courtesy discount of 25% good towards the purchase of any tracker.

Thank you so much for your feedback, it is very important for us.We hope that you stay with us for a little longer. 

Have a nice weekend! 

[Firstlast]

I am now onto my third Surge...and the screen cracked this weekend. The first was replaced quickly. The second one bubbled up around the watch face, and was deemed a manufactures defect and replaced, before i swapped it out the screen cracked as well. I just last week, started using the third Surge, and the screen cracked while out doing yard work, and the battery doesn't last three days.

I am not pleased with the longevity of the surge, for the cost. I'll continue to use Fitbit because I do like the dashboards and the ease of tracking. But I'll down grade to something cheaper, that will hopefully last a bit longer 

[Daliliah]

I have cracked screen on my charge2.  I have had it less than 6 months.  I contacted customer support and was only give a 25% discount on a future purchase.  A 365 day warranty doesn't do much good if it doesn't cover any issues.  I will be replacing my fitbit with a different brand.  I am very disappointed with the lack of service on such an expensive item.

[Jnewton]

Mine did too.  Company said I had to purchase a new one.

Was yours under 1 year old?  Probably still under warranty?

mine too.  I woke up one morning and the screen was cracked. I don't recall hitting it anywhere.  Customer service told me that it was not eligible for replacement.  Not sure if I want another one because this is the 2nd problem I've had witht he Surge Fitbit.

[Firstlast]

I gave up and went back to a flex, at least now I can wear a nice watch

[YojanaFitbit]

Hi @Jnewton and @Firstlast! I'm glad to see you here in the Forums, your comments are very important for us! 

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on what you share here.

In case that you want me to check your Warranty options with our Customer Support team please know so I can create a case for you!  Our team will be more than glad to help you further with this. Fitbit as any other company have policies to follow to ensure our customers can get further help.  But while customer satisfaction remains our number one goal, the demands of running a global business require that we enforce our warranty consistently; so we need to check this information with you first.

If there any questions present, please let me know and I'll be glad to help. 

[timbolee]

I love the Fitbit Surge device, but within 9-months I've had two (2) Surges and both ended up with cracked screens.  It's very disappointing, especially when the device wasn't dropped or mistreated.  Obviously, Fitbit has an issue with the screen, as the "gorilla glass" cracks for no apparent reason. I haven't contact Fitbit regarding the second cracked screen, as I'm sure the response would be 25% off.  At this point, I want Fitbit to admit there is an issue, and take corrective action to resolve the crack screen problem.  Until then, I'll invest in other like products and advise colleagues not to purchase the Fitbit.

[#20]

I love the Fitbit Surge device, but within 9-months I've had two (2) Surges and both ended up with cracked screens.  It's very disappointing, especially when the device wasn't dropped or mistreated.  Obviously, Fitbit has an issue with the screen, as the "gorilla glass" cracks for no apparent reason. I haven't contact Fitbit regarding the second cracked screen, as I'm sure the response would be 25% off.  At this point, I want Fitbit to admit there is an issue, and take corrective action to resolve the crack screen problem.  Until then, I'll invest in other like products and advise colleagues not to purchase the Fitbit.