How can I replace my Versa screen?

[Versalover]

I’ve got my Versa less than 3 weeks ago. It’s working fine but the screen is broken 2 days ago by accident that caused injury as well. I called the Fitbit support and they told me the warranty doesn't cover damage caused by accidents, which totally understandable. But there is no repair store or anywhere I could replace the screen. It’s ridiculous!

Now how can I repair my watch? There should be a process for this kind of situation. What can I do now?

Moderator edit: subject for clarity

[Bast]

I had the same. Broke it this weekend. I asked where I could repair the screen. The support started great, nice agent, asked me to sent some pictures. So I thought; this is going great. Then the verdict. I broke it myself and according to the warranty and general terms there was no option to replace it. 

What I also mentioned was that I had major GPS issues. Tried al sort of solutions they offered but no fix. At the end the admitted they had GPS issues and they wouldn’t be fixed in the near future. Basically they admitted that they are still selling a product which does not function as it’s supposed to. Isn’t that misleading customers? I gave them the benefit of the doubt and was convinced they would fix it somewhere in the near future. So I did not return the watch. And then it cracked by accident.

I mentioned the fact that there way of communicating let me to believe a solution was possible. I also would have thought that admitting the bug would move them to a solution. I only got apologies for this and the commitment that they would improve there way of communicating and that was it.

The bug and no possibility to fix the Versa screen should be spread under future buyers

[coffybrowny2k]

All of us are in the same situation a, d im pissed!! Have owned several fitbits. I replaced my blaze which was working fine for the versa. 4 weeks of having it I fell skating and it cracked. I'm totally agree with the other poster. We have a $200 tech device that can't be repaired is unacceptable. This has made me done with fitbit. Apple sent my hub a whole new watch overnight forfree. 

[NotaVersaFan]

The point of the Versa screen issues everyone is posting here it that FitBit have created a product, which to me is not cheap, yet there is no option to replace the screen if it's broken or cracked. Accidents happen, my 17yr old son's was dropped by accident :o( - OK, my thought lets just get the screen repaired then, it was 2 weeks old.

No option to replace the screen is what I was told when I contacted FitBit knowing this issue would not be covered under warranty. I was enquiring where I could get the screen repaired, only to hear the customer service officer repeat over many times "there is no option to repair the screen, you'll have to buy a new one".......so a 17yr old student who has saved up his $260 with his part-time job to buy this fragile product

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@Tomtomato wrote:

I think people on this thread have very high and probably unreasonable expectations.

If you drop your watch and crack the screen, then it's your fault, don't blame someone else. If Fitbit gives you 25% off a new Versa, it would seem a perfectly reasonable offer.

I have worn a Charge HR and then Charge 2 for over 2 years, and didn't scratch or break screens.

I can only assume the Versa, being so small, can't be repaired, or would take too long to do so, so not economically viable, given its low price. If Fitbit was charging people $150 to replace the screen, you would complain too.

If you had bought a regular watch for $200, and broke the screen, I think it would have to be thrown away in most case. Same applies to many smart watches, or other electronic equipments. Mobile phones are probably the exception.

Apple apparently might replace the Apple Watch if the screen is broken, for an out of service fee worth 75% of the price of the watch. Wait! That's a 25% discount on a new watch then...

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@Tomtomato wrote:

I think people on this thread have very high and probably unreasonable expectations.

If you drop your watch and crack the screen, then it's your fault, don't blame someone else. If Fitbit gives you 25% off a new Versa, it would seem a perfectly reasonable offer.

I have worn a Charge HR and then Charge 2 for over 2 years, and didn't scratch or break screens.

I can only assume the Versa, being so small, can't be repaired, or would take too long to do so, so not economically viable, given its low price. If Fitbit was charging people $150 to replace the screen, you would complain too.

If you had bought a regular watch for $200, and broke the screen, I think it would have to be thrown away in most case. Same applies to many smart watches, or other electronic equipments. Mobile phones are probably the exception.

Apple apparently might replace the Apple Watch if the screen is broken, for an out of service fee worth 75% of the price of the watch. Wait! That's a 25% discount on a new watch then...

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has no option to repair it..............my frustration is REAL!

A robust item? the Versa is anything but....we were waiting on the screen protector and casing to put over the top, didn't get it in time obvioulsy. People have stated on other forums, they had slept with their Versa on and woken up to find a cracked screen.....

It's a disappointing outcome, well there really is not outcome, other than to buy a new - which I guarantee will not be any FitBit related product.

[bplonski79]

Mine broke while sleeping and there are a bunch of people that posted that they had the screen protectors and cases on theirs and woke up with a cracked screen.  It is a cheaply made product for a pricey price tag and the fact that they won't fix it is bad. And as for the guy with the charge that is like comparing a iPhone and a cordless land line.  Not even close to the same thing besides the fact that u can make q phone call on them 

[corleone50]

I did not drop or hit accidentally my fitbit versa, I went to bed and woke
up with a crack across my screen, it is not fit for purpose now after 2
months, I have said many atime, I have had a charge, surge, blaze and now
this one, not one of them has a mark on the screens and were worn daily so
I KNOW my epectations are not too high. I was not offered any discount off
a new one, not that I want one now anyhow, I will be changing my brand due
to the customer service, lack of care to customers and denial that there is
something wrong with Versa screens, I have read many reviews and this is
coming up time and time again. If I had paid £20 from china I would have
no exceptions, £200 and it lasting 2 months and not be fit for purpose, yes
I do have expectations.

[kathyl54]

I totally agree with you.  This should never have happened.  I also have had all the fitbits and this is my last.  The Samsund watch is supposed to be very good.

[JoyE74]

It is. I have the Gear S2, have had it for more than 6 months now and it
works like a charm.

[NotaVersaFan]

Totally with you, I’m so disappointed in quality/service (none actually)/inability to have it repaired - nothing good about it, see ya’ later Fitbit.....👋🏼

Cheers,
Anneke

Moderator edit: personal info removed

Sent from my iPhone

[NotaVersaFan]

Exactly there is an expectation on a product with this price tag.....I even went to the Chinese phone/watch repairer - he just looked at me and shook his head (obviously I wasn’t his first customer with this cracked/damaged Versa screen).....he contacted “his contacts” and nothing....so if the Chinese are making copies or making screens - that in itself says a lot 😳 I’m done with the entire range of Fitbit, my choice, not willing to try other models from them.

Cheers,
Anneke

Sent from my iPhone

Moderator edit: personal info removed

[NotaVersaFan]

You’re one of the lucky ones then 😉

Cheers,
Anneke

Sent from my iPhone

Moderator edit: personal info removed

[Raywill]

Send me yours that is not showing I'll use it fix my crack screen own .. theres no replacement screen for broken glass Fitbit..sad

[Marilynps]

My screen is too badly cracked with a hole in the corner so there is no way
to use. I cannot understand why fitbit foes not make replacement screens
for purchase so we can get them replaced by a private technician. Apple
has replacement screens. Before I started using Fitbit products I
collected watches I had 10s of watches and never had problems with the
glass. The one time a glass broke a watchmaker was able to replace. My
husband has broken the screen of his various smart phones and there WS it
one that screen could not be replaced
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Sent from Gmail Mobile

[Chelsea.Sierra]

This is definietly an unfortunate scenario, but for all who are saying that they are switching over to Apple Watch, yes apple repairs their watches, but have you seen the cost for out of warranty repair??? It is almost as much as the watch in some cases, or at least 75% of the original cost. Purchase a Temper glass screen protector not a regular scratch resistant protector for the versa. I had a temper glass on my versa that I purchased from amazon. A faulty Band that I also bought from amazon broke, and the fitbit popped right off my wrist. Landed face down on the concrete. At first I thought the screen was totaled, but I remeber I had a temper glass on it! Peeled it back to reveal a perfect undamaged screen thank goodness. Sorry for everyone with cracked screens I know how disheartening that can be. If you do purchase from fitbit, buy the square trade protection plan. I bought this plan for an extra 50 dollars when I purchase fitbit off of their site. This plan covers accidentally damages including broken screens where the manufacture warranty does not.

[Marilynps]

Your suggestions are excellent. Had I known of this problem I certainly
would have taken the steps you suggested. Because of what I consider a
design flaw-the glass protruding beyond the frame- theVersa screen needs
protection. Since I have had One, Ionic, Charge and Charge2 which have
fallen and or banged during exercise, and never had a screen break or
crack, it never occurred to me to either purchase the insurance or a screen
protector. It seems to me that Fitbit should sell screen protectors in
accessories. I have a month old Versa with a screen with three major
cracks and a chipped hole in the corner that came from a fall of 15 inches.
I bought it because it was waterproof and could track swimming. Obviously
it is no longer viable. I have read reports of folks whose screens broke
from bumps when exercising. It seems to me that Fitbit should suggest
purchasing screen protectors. Fashion design which makes for a beautiful
tracker that is worthless from bangs -as it is produced -is not sound
product management. A solution that seems redeemable is thatFitbit could
manufacture replacement screens that technicians who fix smartphones or
tablets/ pc could replace. I would never purchase a product that I knew in
advance could not be repaired!
Marilyn
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Sent from Gmail Mobile

[Oldmonk7]

I fell and I broke my screen, my fault, and now small pieces of watch screen is falling.

Not very high expectation but when making expensive watch regardless of Fitbit or apple they should have option to replace screen or make screen which are more fall tolerant.

i have used about more than 10 different Fitbit. Company should know there are loyal customers. Other Fitbit got old and no warranty so bought new one. I wish I would have bought from Amazon or a store which offer square trade coverage.

did not have a good customer service experience either. 

Too bad Fitbit 

[Marilynps]

Your report is exact ally the same experience I reported as well as
disappointment with CS. AS I have written who would buy a smartphone if
you had to throw it away because you couldn't replace a broke screen. The
same for a watch. A Ridiculous situation. Marilyn

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Moderator edit: personal info removed

[Oldmonk7]

I feel for you. The design of these screen should be replaceable, pop out broken glass cover and replace with another one.

its just frustrating.

[Therron]

I had the same problem.  A very fine crack appeared even though I had bought a screen protector the same day I ordered my versa.  Refusing to wear it without one. 

Moderator edit: content 

[Marilynps]

They replied that since Fitbit excludes the glass from the warranty they can not intervene!

Moderator edit: content 

[Oldmonk7]

Yes I agree.

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