Ionic Screen Cracked

[SunsetRunner]

My Ionic screen developed a single hairline crack across the upper left corner after 6 months of light use.  I have not banged it against anything and the frame shows no damage in the area involved. I have contacted customer service since I bought it directly from Fitbit online, and they have been totally unsympathetic and will not honor their warranty. Multiple complaints of this nature on the fitbit community ascertains this is a manufacturing defect but they say it is 100% consumer abuse and not covered!
(For what it is worth, an Apple document on MacRumors indicates a single crack is covered vs an impact that has multiple cracks and/or a point of impact.) There is even someone who had theirs cracked under a screen protector. I am so disappointed that a $300 smartwatch now lacks water resistance and is so poorly supported by the manufacturer. Has anyone had success in getting a warranty replacement? Does anybody have suggestions on what I should do next?

[MarreFitbit]

Hi @SunsetRunner, welcome to the Fitbit Community! Thank you for the thorough feedback for the Fitbit devices. This has not gone unnoticed and be sure that I will pass this along.

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on that feedback.

When a tracker suffers damage while under warranty, you can contact Customer Support. Discounts and replacements depend on tracker model and other factors. If your case is still open, I'll recommend getting back to them. 

I understand you've invested in the Fitbit Family; we as any other company have policies to follow through.  While customer satisfaction remains our number one goal, the demands of running a global business require that we enforce our warranty consistently.   

Let me know if you have any questions, have a great day!

[SunsetRunner]

I did get back to customer service and was told No Way. Feeling strongly that this was unconscionable and I was not the only person this had happened to, I made contact with the local better business bureau. Voila - problem solved extremely quickly with a replaced Ionic. There appears to be a separate customer service arena that cares highly about the Fitbit reputation.

[MarreFitbit]

Hey there @SunsetRunner, thanks for getting back and letting me know the outcome! I'd like to give thanks for the feedback you've provided towards our product. Rest assured that our engineers and product development team use this information to further improve our products and services.

Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on that feedback. 

I'm glad to hear you were given a replacement after all. 

Let me know if you have any questions present. 

[Rhcp_fan]

I’ll have to try this because I’ve had mine for 2 weeks and it’s already cracked. I was offered a coupon to get another Fitbit. What a joke. 

[MarreFitbit]

Hey there @Rhcp_fan, thanks for jumping in here! Discounts and replacements depend on tracker model and other factors based on your warranty status. 

In regards to the discount you were offered, please know that this is the best option to help you get back on track with the Fitbit family and I'm sure our Customer Support team will be more than glad to help you further with this. While customer satisfaction remains our number one goal, the demands of running a global business require that we enforce our warranty consistently. Feel free to reply back to the email you were sent to complete the process.

If there any questions present, please let me know and I'll be glad to help. 

[TFerrari]

Look carefully. I bet the face is cracked from the inside out. Woke up to your situation. I’m a careful and sporadic user over 7 months. This is not covered and the face can’t be replaced.  You have to purchase a new watch if you don’t have the extended warranty.  

Either do not buy, immediately return if you can, or get the extended warranty if you can!