Fitbit Ace LTE cracked screen & unable to get support because I don't have a warranty

[misgwen01]

My son came home in tears because he accidently broke his Fitbit Ace LTE watch. I contacted Hardware Support Center to see if there are options to replace or fix the screen at my cost, as I don't have the warranty. However, I was told there was no support available - it's only available to folks that have a warranty.

I loved the watch for the freedom it provided my son, and as it cost ~$200 + subscription, it's hard to think that there are no options that can be provided to fix this device. 

Has anyone experienced this issue or know of a solution? Again, I'd be willing to pay for a replacement (hopefully discounted) or to fix the screen. Thoughts?

[RiekoC]

Hello @misgwen01 

Sorry about the issue you're experiencing about getting a replacement for your son's Ace LTE. We'll see what we can do to help.

Just to confirm, you contacted Google Hardware Center Support, right?

When you contacted Support, were you given a case number? If so, would you please see if you can share it?

[misgwen01]

Yes, I contacted Google Hardware Support, but I can't find a record of the case ID. I chatted with Jerick yesterday late afternoon.

[RiekoC]

Hello @misgwen01 

Thank you for confirming.

There's a different link for the Fitbit Ace LTE support (<-- click link).

I know this is a lot to ask since you've already spoken with Google Hardware support. Would you please use the link I provided to contact the Fitbit Ace LTE support team? Complete the prompts until you get the option to chat or call. Calling would probably be best. They should be able to help you. Also, make sure that they give you a case number for any further followups.

If you don't get a satisfactory resolution, please respond to this message and let us know.

[misgwen01]

Thank you! For reference, my case ID is:  9-8021000037207

I spoke on the phone with Javier today, and he mentioned my case is still under review. Jerick yesterday escalated to see if there is anything that can be done to fix or replace the device at a discount rate. Javier reinforced this request today with my phone call. I hope to hear in a few days what options are available, and will inform this chat on next steps. Thanks for the quick reply and the recommendation to call support.  Hopefully a resolution is provided soon, as my son loves his watch and the freedom it provides him. 

Have a great day!

[RiekoC]

Hello @misgwen01 

Thank you for the update and case #.  Please keep us posted. Hopefully, you'll have a satisfactory resolution soon.

[Smash19]

I have been having the same issue and cannot get any support either… I have gone through 4 different links with a case number and keep getting sent to new teams.

It is extremely frustrating for same reason you are saying. My daughter is very upset as it fell off her wrist and cracked after one fall. I have tried taking to places also, and not sure if it’s too new for them to fix, but I have friends and family with other watches they were able to take and have fixed out of their pocket. For the price, I agree there has to be an option 

[RiekoC]

Hello @Smash19 

Did you happen to use the link for Ace LTE Support in my previous reply? If so, what is your case # from them? I will see what I can do to help you as well.

[pinbor1]

I have had the same issue as you and the original poster. I have gone through customer support but so far have not found a way to get the cracked glass fixed. I was told we don't qualify but that they could provide an unspecified credit for a new future device. I really would prefer to be able to get this device fixed given how much we paid for it and the same issue we had with our son't watch falling of his wrist and landing on the concrete floor. 

[RiekoC]

Hello @pinbor1 

If you don't mind, please let us know why support told you that you didn't qualify for a replacement?

Did you go through Ace support (<-- click link) or Fitbit support?  I understand that they are separate support teams. Did you get a case #?

[pinbor1]

Here is my case number: X-XXXXXXXXXXXXX

They said: Upon reviewing the hardware damage on your device, we determined
that a replacement is not possible in this instance.

Modification du modérateur : informations personnelles supprimées

[RiekoC]

Hello @pinbor1 

This page has the warranty information for the Ace LTE (<-- click link)

Although you have a case # and were declined, maybe see if you can use the link to submit a claim.

[Jules123456]

Hi Rieko. I had the same issue and used the link you provided.

The rep told me a screen replacement wasn’t an option but I could purchase just the watch, no charger or band. The price quoted was $179 which is the retail price I paid initially! 

my son loves this watch and I would love to replace the screen for him…but not for the same amount of money for less product. That’s absurd. And a product of this kind is bound to get cracked. How can there not be an avenue for replacement?

thanks for your time and expertise,

Julie

Moderator Edit: Personal info removed

[RiekoC]

Hello @Jules123456 

Sorry that you didn't have a good experience on getting a replacement.

Please submit this using the Feedback option in the Ace LTE app:

• Tap your picture in the upper right of the Ace app
• Tap on Feedback in the menu that opens
• Complete the prompts & submit

From what I understand, the team receives & reviews the feedback reports.

[ChelcMB]

I had the same issue. I also gave feedback that they should make this product with a screen that can be replaced given that it’s for children…it’s bound to happen. Ridiculous to make customers pay full price to replace it when it’s only a cracked screen. Reconsidering even buying another one or trying a new brand instead.