Fitbit Versa 2 face fell off... replacement Versa 2 did the same

[nit819]

I have been a Fitbit user since January 2022 when I purchased a Fitbit Versa 2. The screen on my first watch simply fell off after about a year or use in January 2023, it's was as if the glue holding the screen just wasn't holding it anymore...

I contacted support and they sent me a replacement watch (only the watch, not the band), it worked fine for a while until 7 months later, the same exact thing happened to my replacement watch too. But this time, support is not willing to do anything, instead they are offering me a 35% rebate on a new purchase. I read that they have the same problem on the newer Sense watches and that makes me afraid of investing more money on any Fitbit product, knowing that the lifespan on their watch is about 1 year or less.

Support stopped replying to me when I asked for a better resolution to this issue, the credit isn't cutting it and my faith in the quality of Fitbit products and support has gone down drastically.

[nit819]

This is not what 24 to 36 months lifespan looks like. These two devices together only lasted 19 months. Not a single scratch on them either.

Two pristine looking Versa 2, except...

[Steels07]

Sorry this happened to you but Fitbit/google don’t care about their customers.  I am surprised you got a replacement for it.  Once you get a replacement the warranty is not valid anymore. So you are pretty much out of luck.  Unless you can glue it back yourself or check YouTube.

[MarkMM]

@Steels07 incorrect. The warranty goes by original purchase date. You can get multiple replacements within your original warranty time frame. A replacement is warrantied for the remainder of your original warranty, or 30 days. Whichever is longer.  

[Steels07]

That is not what I was told by support.  

[MarkMM]

@Steels07 Maybe you should try again. I got two replacements myself.

[Steels07]

It has been too long ago. I will keep it mind for next time. Maybe you got someone really nice in support.

[MarkMM]

@Steels07 No, I didn't get someone really nice. It's policy. I'm sure if you took two minutes to ask support chat, they'd confirm. 

[Steels07]

Ok thanks 

[MarkMM]

You're welcome. Here it is in writing.

"Any replacement Product will be warranted for the remainder of the original Warranty Period or thirty (30) days, whichever is longer, or for any additional period of time that may be required by applicable law."

under remedies 

https://www.fitbit.com/global/us/legal/returns-and-warranty 

[Steels07]

I just DM support and you were right.  That was not what I was told originally.  Good to know.

[CharB1]

I had the same problem. Happened a little less than a year after purchasing the Versa2. Received replacement and it happened again. I just purchased some gorilla glue and glue around the edges to keep the face in. No problems since.

[Steels07]

Has your warranty expired? That could be a reason why they offered you 35% off your next purchase.  You could try glueing it back together.  My versa just stopped working for me.  I know I would not get a free replacement from them though.  It is worth a shot to try and glue it back yourself. 

[nit819]

I ended up buying a new Samsung Galaxy Watch 6 Classic and I simply could not be happier with my purchase, the watch is absolutely gorgeous. There are so many new apps, features and customization on it that I have been wanting for a while, it also looks and feel a lot more solid than my old Fitbit (time will tell). 

I did glue the Versa 2 watch back together but its just sitting in a drawer at the moment. Why would I want to go back to it at this point anyway?

[Steels07 · Accepted solution]

Enjoy your new Samsung galaxy watch 6.  

[nit819]

Fitbit sent me this email asking me if I got the answer I needed, but they didn't even bother responding to my post here. I replied to their email with a simple "NO" and they sent me another message asking me if I intended to post this reply to their email on the forum instead... No! Because you wont even respond to me there...

I'm extremely disappointed and not impressed at all.

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Topic: Topic: Fitbit Versa 2 face fell off... replacement Versa 2 did the same