Brand new Charge 5 has a scratch and they will not replace it!

[suzpe17]

My brand new Charge 5 has a scratch on the face.  I had it covered with the only available screen protector, a rubber one that slides on, while I waited for rinogear shields to come.   Today when I went to put on the rinogear I saw that there are some scratches.  It has been less than 30days so I would like to purchase the extended plan and then get this replaced, or just send it back as it is within my 45 days to return.   I chatted with support and got an email from them saying, it is not covered under warranty, you can buy a new one!   

I work at a computer all day, I am not slamming the device around.  It actually did have the only available screen protector I could find.     Is there seriously no option to get this brand new Fitbit replaced?

I was just recommending the Fitbit 5 to my family members.  Should I retract that recommendation?

[Odyssey13]

Hi @suzpe17 did you purchase it directly from Fitbit? As for extended warranties, they usually only kick in after the initial warranty has expired.

[suzpe17]

Yes it was purchased directly from Fitbit less than 30 days ago.  I am hoping the issue here is just that the chat support person was wrong.

[Odyssey13]

@suzpe17  scratches aren't covered by the warranty - you can read about it here 

[suzpe17]

Screen protectors were not available yet.  So I now have a $180 damaged device less than 30 days old.   I was also told that they offer the extended warranty thru the app but if you dismiss it 3 times it is no longer available.    That would have been nice to know as well.    

This is my third fitbit and I am very disappointed.   Clearly they are not made very well if it can be scratched so easily.  I will keep trying to return it.   I will also look for a place to write a review 

[Odyssey13]

If it's within 30 days, Square Trade/Allstate offers an extended warranty.

[Dario2]

With all due respect, this doesn't seem reasonable to me. If there wasn't a good screen protector available, you had the option of not using the device until a better one was available. I don't see how they could ever cover scratches. 50% of all devices sold would be returned. 

[PheonixBunny78]

Try the liquid screen protector 

[suzpe17]

Where can I find the liquid screen protector?  I now have the Rinoskin which is applied using soapy water.  I was going to try that to see if maybe you can't see the scratches when that is on.