Glass broken

I have had the same experience with two Steel HR watches.   Seemingly minor scratches became cracks and then the cracks grow from one side of the watch to the other.   I bought both of my Nokia / Withings watches in the UK and then for family reasons had to move to Australia.  There is no customer support in places such as Australia and jewelers cannot replace the cracked glass.   The cracks mean the watches are no longer suitable for swimming.  

Success in retail involves a few fundamental principles, one being that you under promise and over deliver.  Sadly, some companies don't understand this.  Such companies appear to be more concerned about sales than after sales service to loyal and deserving customers.  The end result is that customers take their business and loyalty elsewhere. 

Hi did you get a resolution? I had the same problem - it started with a tiny scratch. I was offered discount on a new watch [I just wanted to replace the screen]. I have tried to re-open my request but it is closed. There is an option to create a follow up -  "You can create a follow-up.  " but it takes me around in a loop. Now I'm stuck with 2 closed requests and cannot reply or get a response [apparently the offer was indefinite] I would happily pay more for toughened glass.

Frustrated.

I have a problem, namely, the glass of my Nokia Steel Hr watch has been scratched, do you have a solution to this?

I know that nokia products are qualitative and I expect a solution from you.

Thank you!

https://support.withings.com/hc/en-us/community/posts/360030643014-Glass-smashed

I'm going to have a go at replacing it myself for those of us who have no other recourse.  I have ordered a sapphire double domed crystal at a cost of £12.  I'll keep you all posted.  And yes the screen protectors are worth it if you're lucky enough to be able to apply them from new.  

No reaction, no solution....

It’s a shame but my experience similar. I’ve kept mine going with sellotape but I stopped sleeping in it as the sellotape is literally holding 3 broken pieces together. I’ve submitted another request today, I hope you get a solution, but be patient they don’t have a huge network, it’s not Apple or Samsung.

I have the same issue in Portugal.

I've tried every where and no one replaces the glass and Nokia only gives support to mobile phones. These watches never again

Hi, Unfortunately it's not a massive company with a massive network.

You'll have to give them time - I totally agree it is frustrating. You wont find a better smartwatch for battery longevity but the glass is an issue and I think they will need to improve it on the next versions [and the price will need to increase] but no matter how good the watch is, it is actually of no use to have an activity tracking watch with a fragile face. ACTIVITY = rough and tumble guys.

I would have paid extra to have a new [Gorilla style] face fitted to mine but there just isn't the support network.

I suggest you contact customer support and keep contacting them.

Come on Withings / Nokia help these guys a little [dont fall into the Microsoft Band 2 trap and have a good product let down with what could be a minor fix]

Not good news. Face was fine this morning. But when I took the watch off this evening, I noticed that the face was cracked all the way across.

I and my partner have owned several Withings devices and have NEVER had an issue with a cracked/broken screen. We have owned Go, Pop and Steel and currently use Steel HR and Steel HR Sport. Only once have I noticed a tiny scratch on a POP. As we have moved up the ladder, we take great care of our devices due to the financial outlay. Not suggesting that others don't care for their devices at all but I personally recommend the screen protectors made by a company named Brotect as they are totally invisible, work with curved screens and do the job extremely well. Here is the link to the screen protector on Amazon (https://amzn.to/2Zex8l7)
If you have a tiny scratch, this should heal it and prevent any further damage.
Hope this helps

As an addition to my above comment, the Brotect screen protectors are also made for most devices with a screen, are EXTREMELY good vfm and even have a matte anti-glare product available which is superb for tablets and phones but unfortunately matte isn't available for curved screen devices such as our watches. They ARE completely invisible though, do the job admirably and are pretty cheap.

sideorange - withings have agreed to replace my steel hr, the condition being I’m in the United Kingdom and currently I’m on the other side of the world.

marknicholls1962 - like you, I take care of my steel hr. I’ve had other brand watches last for years. The Withings watches look good but need to be robust. Thanks for mentioning Brotect.

About a week ago my steel hr stopped syncing with the health mate app. I followed all the instructions to remedy this but the problem persisted. I assumed the cracked screen may be the cause. Then yesterday seemingly spontaneously syncing started again.

Did you all manage to get replacement watches? 

I have had my Steel HR fewer than 36 hours and my husband pointed out it developed a massive crack on the screen top to bottom.  Admittedly I didn't stare at it when I first pulled it out of the box but I really did very little other than a bit of typing and cooking yesterday and it was protected by a shirt/fleece most of the day.  It does appear to have recorded a fair bit of walking around for a fortnight  before it arrived at my house so I am wondering if mine is/was a returned item in a resealed box?

Once I managed to sync it, it seemed to be a lot better than my Garmin, but I do want a watch that I can wear without the glass breaking!

Will investigate a Brotect in any event.  

Don't give up guys. I just got my broken glass replaced by Withings. They did respond. I meanwhile also got screen protectors as the advice here sounded good. although my watch glass, after a year and a half, didn't have scratched. just suddenly a big crack

Their customer support works. 

So what happened wwit the sapphire replacement jonnoandrews??

https://support.withings.com/hc/en-us/community/posts/360030643014-Glass-smashed

Contact support with your proof of purchase. Where did you buy it?

The glass face on my watch is cracked all the way through, the watch is less then a year old. Also the watch did not suffer any major impact, just daily wear!

I would suggest calling them.  I discovered a crack in my screen this morning and I bought the watch in April.  It took less than 10 minutes on the phone to 1) verify my watch warranty, 2) get directions on how to send it for a replacement.  Here is the number I call as I live in the US: 1 (800) 961-5127.

Can I order a new clock face for my steel HR? I am in South Africa.

I've also had a similar problem. No discernable scratch or anything, then a crack going from one end to the other and tiny bits of glass falling out top and bottom. Have reached out to support, not entirely hopefully as it says glass not covered by warranty. With the amount of users having a similar situation, the most likely cause is a manufacturing defect – i.e. using components not suitable for the expansion/contraction of the watch, or basic use.

Noticed crack in glass after only having it less than 30 days... can the glass be replaced?

Same problem, woke up one morning with a crack in the glass. My watch is so old that it is not covered by warranty. Got the tip to hand in the watch to a regular watchmaker who can solve the problem as the manufacturer has no service in Sweden.

Hi! My Nokia steel hr watch was broken. Where shop can make it in hungary? Can u get a phone number, őr shop name őr etc where can i find this shop? I need this, i cant use my watch...

The glass has cracked and I have no idea why.  I really wished I had never purchased this watch.   How can i get the screen replaced as the watch is only 6 weeks old?