Fitbit charge 6 tiny screen crack

[RitaPa]

I received my Fitbit for Christmas 2024.  My kids had me install the software right away so they would know I could use it on my trip.  We go out of the country for the winter.  The screen is very shiny.  It took me a few weeks to notice a tiny Crack on the lower right corner.  I called Fitbit warranty to record the issue within 3 weeks of owning it.  I returned to the USA and called 4/13/2025 to complete the warranty.   Now I get the run around that cracked screens are not covered.  Google would not listen that I noticed it early.  I only wear it like a watch.

I would not recommend Fitbit or any Google device due to the lack of coverage on what I call a defect from the beginning.

[Odyssey13]

Hi @RitaPa  if this was purchased with a credit card, check with that company. Quite often these cards give us a warranty/insurance on items purchased. I've seen people on the forums post about how they were able to get money back when a Fitbit had damage. Can't hurt for you to try that. You never know what might happen.

[RiekoC]

Hello @RitaPa 

It might be worth contacting Support again. I've seen users report that they were able to get resolution when they spoke with a different support representative.

If you have a case number that was assigned when you first reported the crack, it would be good to share that with the support rep.

[RitaPa]

Initial report was 1/18/2025, I saved the case number, this agent seemed to
think warranty would cover it. Fitbit was 3 weeks old. I wasn't in the
USA. On 4/14 we were back in USA opened another case, referencing 1st case
number. She confirmed she could see it. Initially she declined warranty.
After much chat she said she would take the issue to the team and email
response. The next day the email said same thing, like copy paste "cracked
screen not covered". I opened a 3rd case, she confirmed she could see the
other cases, repeated "cracked screen not covered". I asked for a
manager. Put on hold for 10 minutes, Daniel came on and said "cracked
screen not covered". I tried to explain I think it was a defect and I just
didn't notice it right away. The glass is very shiny. His response is
that they can't prove that. Warranty not covering cracked screen.

4 representatives. Very time consuming. Customer service shouldn't be
this difficult.