Charge 3 cracked screen

[nutmeg3278]

My 10 year old son spent all summer doing chores and purchased a Charge 3 with his earnings. He did a lot of research and picked a product that would track his swim team workouts. After 4 months of normal wear (it has never been bumped, dropped, etc) the screen has a small crack.

He is upset because now he is afraid to wear it while he is in the water practicing (the sole reason he chose this watch). I contacted customer support and was told that they will not replace the unit because screens aren't covered under the warranty and they had the audacity to give him 25% off a new product.

It took him 3 months to save enough money for this purchase, he cannot afford to buy a new one nor should he have to. This is a product designed for people who lead active lifestyles yet it cannot withstand the wear and tear associated with that lifestyle. Sorry, Fitbit but this was a critical life lesson for this young boy in why it is important to buy quality products through companies that offer good customer support. He won't forget this lesson anytime soon.

Moderator edit: content and subject

[AlejandraFitbit]

Welcome to the Community, @nutmeg3278.

I understand how are you feeling and appreciate the feedback provided. Our limited warranty provides repair or replacement of products that have a defect while still in the warranty period.

As you were mentioned, our warranty doesn't cover physical damages, and therefore your device is not eligible for repair or replacement. And to thank you for your loyalty to Fitbit, our support team offered a discount.

For more information about our warranty, I recommend clicking here.

Let me know if you need anything else. 🙂