Cracked Screen Fitbit Ace

[Beth1234511]

I’m frustrated that the watch I got my son 8 months ago has a cracked screen due to him crashing his bike. It was an accident yes caused by him with the guard on but after contacting support the only option is a link to buy a new one for just as much as I purchased it originally. 
I guess I would have hoped for a discount for rebuying the product or an option to pay for a repair which there is none. We have 4 more months left on the subscription and then I think will switch to our cell provider. This hasn’t been a pleasant experience with customer service.

[Keri6]

I have also recently experienced this.  I was given a link to "buy the hub only" that is the same cost as the actual watch.  I purchased the watch and paid for the year subscription in the middle of July and my daughter has had it less than 2 months.  I even called a local repair store and they cannot get parts to fix it either.  Customer service was NOT helpful at all.  Basically she said they only fix watches that are cracked under warranty.  I will also be buying a watch through our cell provider for her and myself at this point.

[Beth1234511]

Yeah I had no expectation of being given a new watch for free but to basically be told after wasting my time chatting with customer service the solution is buy a new one at full price is ridiculous for a watch for an active kid that I have no doubt he might accidentally break again.

[Keri6]

Same thing for me... AND if I buy a new one the year subscription is not transferable... nice product BUT you HAVE to be kidding me!

[RiekoC]

Hello @Beth1234511 , @Keri6 

Do you have your case numbers from your contact with Support? 

I'll try to see if I can get a team member to look into this for you. 

As I understand it, the Ace Pass is linked to the child's account, not the device. So, any remaining time on the Ace Pass would be applied to the new device when it is activated.

[Keri6]

I do not because when I called and answered all of the problems, the agent simply stated that the only thing she could offer was a link to buy the "hub" which is the exact same price as the whole watch cost.  I was not offered a case number and she definitely told me that the subscription was NOT transferable as it is connected to the SERIAL NUMBER not the ACE account.  Either way, why would I repurchase another watch that CANNOT be fixed IF the same thig were to happen?  That makes no sense.  Its a watch for kids with NO WAY to repair it for $140...  I can get one thru my phone plan for less and those can be repaired.

[Beth1234511]

I do yep! @RiekoC I had the transcript of my conversation emailed to me 

Case ID is 4-7343000039870

I’m not planning to buy another Ace and my son is just using his cracked one for the time being so nothing needs to be done with our subscription.

[Lexiegreeb45]

YesLexis Green 

[RiekoC]

Hello @Keri6 , @Beth1234511 

I have provided the information to my contact. Hopefully, they will be able to help. 

[Kodros]

You typically can't repair watches.  The components are all hardwired together to make everything fit.  It would probably cost you more to fix it than to buy a new one.  It stinks but it is what it is.  I bought the 2 year insurance for $30 for this exact reason.  

[Kodros]

The subscription is tied to the account, not the serial number.  I know this for a fact because I replaced my kids watch.  Smart watches typically cannot be repaired.  If they can, then the repair is going to be expensive.  Google sells 2 year insurance for $30.  You could try to add that.