Fitbit Versa Poor Quality Screen

[AG_Can]

Hi everyone, I wanted to share my experience with my Fitbit Versa and Fitbit Customer Service. 

First off, I have to say I absolutely love my Versa. I wear it all day and to the gym but am so careful with it because I love it so much. Today while I was shoe shopping I looked down to check the time I noticed a MASSIVE scratch across my screen which wasn’t there when I entered the store. Completely shocked I called Fitbit to see where I could take it to get it fixed, it’s obviously my fault as I was was wearing it when it when it happened, I don’t know how I could have possibly done that and not felt it. 

Customer service told me they have no repair service and will not replace even though it’s within warranty (I’ve only had it for 2.5 months). My mind is spinning because they basically told me too bad for you, nothing we can do. Are you kidding? For $300+ and there’s no repair option? I wasn’t looking for anything for free I just wanted my watch fixed, I was willing to pay! After being on the phone with customer service and up to a manager they basically said they can’t do anything and that even though I was leaving the conversation SO unhappy AND with a watch that’s no longer wearable and CANT be fixed, that they couldn’t do anything about it. What terrible customer service, they would rather not replace my watch, a drop in the bucket for them, than keep a customer happy. Unbelievable and so sad. 

[NellyG]

I do understand that you are upset by this, but accidental damage is not covered in most warantees and a scratched screen, whether you know when it happened or not, is accidental damage. I agree it would be nice to be able to get the scratch polished out, but I have never heard of a glass polishing service that works on small items like fitbits. The best thing I can suggest is to get a wet install screen protector and put it on (I use IQ Shields). That will do two things. It will give you a lot more protection from it happening again, and it will also minimise the visibility of the existing scratch.

Im sorry you have had this happen.

[AG_Can]

Thank you for your reply. Did you know that Fitbit actually indicates that adding a screen protector will void your warranty? It is not recommended. Also, Given the fact that this is a sport watch one would assume it would not obtain a scratch from much of anything as sports watches are meant to be rugged- let alone from shoe shopping.

Sent from my iPhone

[SunsetRunner]

First mistake was to buy the versa(yes i did it to)

My second mistake was after i had problems with my first versa.. I got it exchanged instead of a refund

The watch has all kinds of bugs and fitbit will not give any feedback on when they expect to have them fix

but overall... your problem is the worst of them all

the Fitbit is a cheap crappy made watch. I have had a screen protector on day #2 because i am really rough on my watch
I have been lucky, I have to change my screen protector every month. so it is a recuring expense now that we have to spend on the versa cause it is such a piece of crap

when my charge 2 was cracked.. from one side to another and i did not know how i did it. FITBIT exchanged it as it was within the year warrenty.. but they will not do it for a versa

I am hoping that eventually Cel phone repair company will be able to fix those cheaply made watch.

[SunsetRunner]

this is the nicest and most durable screen protector i have found so far

i have tried 3 makes

https://www.amazon.ca/gp/product/B07CKKHF5P/ref=oh_aui_detailpage_o04_s00?ie=UTF8&psc=1

[slowrey]

So you're complaining because you scratched the face of the watch and fitbit isn't replacing it.  Sounds like your expectations needed to be reset.  Scared about scratches, buy a screen protector...

[wizaard]

Guys, have you read the original post? The issue is Fitbit will not repair the device even if paid. Which means if I damage the device and I am willing to pay for the repair I might as well buy a new one as Fitbit will simply not help me in any other way.

[SunsetRunner]

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@wizaard wrote:

Guys, have you read the original post? The issue is Fitbit will not repair the device even if paid. Which means if I damage the device and I am willing to pay for the repair I might as well buy a new one as Fitbit will simply not help me in any other way.

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sometimes it is easier for people to complained about a post then to read the whole thing.. 

you are absolutely right.. Nobody expect FITBIT to pay for our wearing the watch and scratching it. But we expect at $250 to be able to get it fix and not have to spend another $250 on a watch.

yes.. EVERYONE should wear a screen protector as the watch is cheaply made.

[slowrey]

I read your post in many companies don't have repair facilities for a watch like this.

It's not uncommon welcome to a disposable world maybe next time you'll put a screen protector on it if you're that concerned.

[AG_Can]

Thank you! This is EXACTLY my issue. I am willing to pay, they literally told me that Versa is not repairable in any manner, which I find unacceptable for a $300 device, that’s a lot of money. Apple watches (which they claim to be comparable to) if you damage your watch you can take it in to be repaired. 

I’ve since learned that 4 people who live in my area have had their Versas replaced for this exact issue with little hassle. I’m feeling more than a bit furstrated.  

[AG_Can]

I’m not sure the exact point of your reply as receiving a replacement was not my intention for contacting Fitbit customer service. Regardless, for your future use you should be informed that adding a screen protector voids your warranty with Fitbit. All the best. 

[weadpatch]

Same story for me only I dropped it to the floor and cracked the screen.  It still works but the screen is damaged.  I called about replacing the screen and also they would not cover the fitbit and gave me no options about fixing it.  I am not pleased as they advertise that the Versa screen has gorilla glass and in addition I had a screen protector to insure even more protection.  it seems that a simple dropped would not be enough to damage a screen.

Fitbit should have offer some kind of aid to cover situations like this.

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@AG_Can wrote:

Hi everyone, I wanted to share my experience with my Fitbit Versa and Fitbit Customer Service. 

First off, I have to say I absolutely love my Versa. I wear it all day and to the gym but am so careful with it because I love it so much. Today while I was shoe shopping I looked down to check the time I noticed a MASSIVE scratch across my screen which wasn’t there when I entered the store. Completely shocked I called Fitbit to see where I could take it to get it fixed, it’s obviously my fault as I was was wearing it when it when it happened, I don’t know how I could have possibly done that and not felt it. 

Customer service told me they have no repair service and will not replace even though it’s within warranty (I’ve only had it for 2.5 months). My mind is spinning because they basically told me too bad for you, nothing we can do. Are you kidding? For $300+ and there’s no repair option? I wasn’t looking for anything for free I just wanted my watch fixed, I was willing to pay! After being on the phone with customer service and up to a manager they basically said they can’t do anything and that even though I was leaving the conversation SO unhappy AND with a watch that’s no longer wearable and CANT be fixed, that they couldn’t do anything about it. What terrible customer service, they would rather not replace my watch, a drop in the bucket for them, than keep a customer happy. Unbelievable and so sad. 

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