My experience with Fitbit Ace 2 and the Customer Service

[PlattsLane55]

I have had shocking customer service trying to get an answer re my son's cracked screen on his Versa. They asked for a photo and when i bought it (it was less than 3 months old). And after dozen of emails, they told me there was nothing they could do. First they said they couldn't help as it was out of the warranty period, then when i pointed out it was in the warranty period they said they didn't repair cracked screens. Is there any where I can go in London to get it fixed? It seems mad that I am just meant to throw a brand new watch away and buy a new one!! Please help  ...

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @PlattsLane55. Welcome to the Community Forums. We‘re taking your comments and sentiments in regards to our products and services into consideration.

Our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy is set into providing as much coverage as we can. However, as our warranty states, it doesn't apply to damage or defects caused by:

(a) use with non-Fitbit products

(b) accident, abuse, misuse, mishandling, flood, fire, earthquake or other external causes

(c) normal wear and tear or aging of the Product such as discoloration or stretching

(d) operating the Product:

     (i) outside the permitted or intended uses described by Fitbit

     (ii) not in accordance with instructions provided by Fitbit

     (iii) with improper voltage or power supply.

For more information about this, you can check our warranty policy.

We understand that the outcome of your case with our Support Team is not fulfilling your expectations, but keep in mind that every case is completely different from the other's, thanks for taking the time to share your experiences and feedback. For more information about the outcome of your case, please get in touch with our Support Team again for a better understanding of the information you were provided.

I've moved your post to the Ace 2 board for organization purposes.

Have a nice day.