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

[Corgi112]

My versa hustled cracked how do I fix it

[corleone50]

@Tomtomato .....  I woke up and my screen had cracked, it had not been dropped, damaged, hit or anything, this was within 6 weeks of having it.  It is not unreasonable to expect that a smartwatch used for fitness would withstand my sleep.   It has a sleeping monitor?  More to the point Fitbit are getting people to send photos of the watch and from what I can gather a lot are cracking for no reason from the top left of the screen, when I showed them the photo they said I had damaged it without realising, I have had a Charge and Blaze for years, no damage, no scratches etc.  It is unfit for purpose, I can no longer use it for swimming.  I do not think people are being unreasonable.  Maybe £200 for a watch is not a lot for you but it is for me.  Those that know they have dropped theirs would like to replace the screens, this is not unreasonable and they are accepting liability for the damage they caused, but from this thread and other forums I have been on, Fitbit are not even consistent, offering customers 0% to 40% off a replacement.   I was offered 0% and a generic apology, infact the whole conversation was a script already written that was popping up on live chat.   I have friends who have Apple watches and those are not cracking for no reason, even kids are wearing them.  Fitbit must know there is an issue with the Versa screens but I suppose with so many in production they need to sell these before redesigning the screen selling them to mugs like me.  I do not think, myself and  all of these people who have taken time to write on this thread are unreasonable to expect a watch face to withstand day to day use.

[kathyl54]

That is the total ptoblem.  Fitbit has to KNOW the screen if not fit for its' intended purpose.  

Sent from my Sprint Samsung Galaxy S7.

[kathyl54]

If you didn't buy insurance you are out of luck.  Versa may give you a discount on a new watch.   Would be pretty silly to buy a new one though.

Sent from my Sprint Samsung Galaxy S7.

[Tonib1]

What insurance do you mean?

Sent from my iPhone

[Marilynps]

Fitbit sells insurance which includes the glass but it is only for two
years.
Marilyn
--
Sent from Gmail Mobile

[Tonib1]

Thanks, but in Australia it is only the “Apple” brand of fitness watches that offers the insurance option for 2 screen replacements. Fitbit Versa does not have this option here.
Hope you are enjoying your Fitbit. I really like mine but wish it didn’t have a badly scratched screen. It still works well thank goodness.

Sent from my iPhone

[kathyl54]

I believe Amazon was offering a protection plan here for the Versa.

Sent from my Sprint Samsung Galaxy S7.

UPDATE:

I didn't buy it because I  never had a problem with a fitbit watch breaking.  I feel this is more of a design flaw.  Most of these watches on here have cracked within 1 month.  Totally unacceptable.  This is a sports watch and you should be expected to be active while wearing it.  A couple have even cracked while the person was sleeping.


Sent from my Sprint Samsung Galaxy S7.

UPDATE 2:

When I bought the watch there  was a replacement plan that was available to buy also.  I really couldn't afford the watch and didn't want the additionale charge.  I maybe should have paid the extra cost but the watch should not have broke.


Sent from my Sprint Samsung Galaxy S7.

[MarcoGFitbit]

Hello @Akschlais, @EricaB76, @Corgi112, have a warm welcome to the Fitbit Community. It's nice to see you too @kathyl54, @Tonib1, @Marilynps, @corleone50, @Auntdesi, it's nice to see you around. 

 appreciate you have taken the time to share your experience and for providing your feedback with us about the Fitbit Versa. We really appreciate our members's input and feedback and I would like to thank you for yours. Our team is always looking to improve the Fitbit experience and I appreciate you have shared your experience with us. I sincerely apologize for the inconveniences this issue has caused you, please remember that we do not expect manufacturing issues to to affect our trackers but that's why every Fitbit tracker comes a limited product warranty and in case you have inquiries or doubts about what it covers, you can check it on this article: Return Policy & Warranty.

If you have already contacted our Support Team, please keep working with them. If you haven't, please let us know so we can check this further. 

Thanks for your patience and understanding, have a great day. 

[lexiijade]

I experienced the same problem 2 months into my Fitbit and I even offered to pay to get the screen fixed. I was told that my “particular” crack doesn’t qualify to be warranted and I can only receive 25% off of a new versa. Honestly I recommend just buy a new versa from a local store and swap them out and return your old one to the store. I used to work retail so I know what they look for. There’s no serial numbers indicated on the back of the fitbits for the cashiers to check against the one on the box. So put your old on in the new box and take it back to the store within the return period for your money back. Everybody wins!! (Well not the store lol). 

[mcounts]

I wasn't expecting my screen to break in my sleep...let alone with a screen protector on.. the screen protector wasn't even broken..

I definitely agree it is a design flaw by not using a higher quality and durable glass for the face of the Versa.. I am going to have to get a new one at some point since mine will eventually start breaking more..

Kind of a bummer when I bought the special rose gold one on pre-order....

[Marilynps]

Most definitely a design flaw using a glass which is supposedly strong but
breaks so easily. The flaw is that the glass protrudes above the frame,
for an “elegant “ look, but does not withstand taps -perhaps in the
corners. I too am annoyed that other folks were offered the opportunity to
purchase new Versa with differing or no discounts. I too bought the
special edition which was $30 more.
I am sorry to hear that the screen protectors don’t prevent breakage.
Fitbit should take responsibility for this.

I purchased a Charge 3 It does not have all the options of the Versa but
the screen is flat and fits into the frame. I had a Charge 2 and had no
problems with the glass I would not purchase a Versa unless the design
flaw was corrected. I think that we should have gotten a rebate to cover
the purchase of an other model
Marilyn
--
Sent from Gmail Mobile

[Bpower]

I have only recently recieved my fitbit versa 3 as a gift and am very careful with it. Including a screen protector, but have still managed to get a crack.

Wasn't a hard hit but glass seems to be fragile and too thin.

I understand there is no warranty to cover this, but there should be a repair option, instead of just having to chuck it out and buy a new one. Very disappointed:(

[Deepthi143]

My fit bit versa worked fine for 6 months, I don’t have any cracks or something, but when  I checked this morning, my screen has one blue line on the corner , then I came to know my screen inside is broken. I was so disappointed , it did not have any accidents till now, then how can my screen broke suddenly. Any suggestions from any one . Can I call Fitbit for replacement.

[MarcoGFitbit]

Hello @Deepthi143 and @Bpower, have a warm welcome to the Fitbit Community. 

I appreciate your participation in the Forums and I sincerely apologize for the delay in the response. @Deepthi143, I have checked with our Support Team and it seems you have already created a case with them and have reached a satisfactory resolution, I'm very glad. 

@Bpower, I’ve reached the limits of what I can do for you here on the public community forums, so I've contacted our Support team on your behalf to look into this issue further and provide you with some options. Please keep an eye on your email inbox for further instructions.

In case you need anything else, please feel free to reply as well. Happy stepping. 

[Marilynps]

I did not get a solution for the cracked Versa In fact I find it quite
annoying that Fitbit has responded differently / offering some folks a
varying discount or none at all on the purchase of a new Versa. I still
suggest the the screen cracks so easily because of a design flaw. The
attractive 3D glass is not strong enough. I purchased a Charge 3 and
will not go back to a Versa. I am angry that I spent over two hundred
dollars for a month of use
Marilyn
--
Sent from Gmail Mobile

[Deepthi143]

Thank you for the reply.

[MarcoGFitbit]

Hello @Deepthi143 and @Marilynps, I hope you're doing well, thanks for taking the time to reply. 

We really appreciate our members's input and feedback and I would like to thank you for yours. Our team is always looking to improve the Fitbit experience and I appreciate you have shared your experience with us. I sincerely apologize for the inconveniences this issue has caused you, please remember that we do not expect manufacturing issues to to affect our devices but in order to anticipate that, every Fitbit device comes with a limited product warranty. In case you have inquiries or doubts about what it covers, you can check it on this article: Return Policy & Warranty.

Thanks for your patience and understanding, if there's anything else I can do for you, please feel free to reply. 

[Annsy]

You write that this products comes with a ' limited product warranty'.
That is true. It just doesn't cover one of the most visible and breakable
parts of this watch, the glass, which according to many of these posts, is
quite vulnerable and where there is no replacement possibilities. I'm
sorry, but 'Thanks for your patience and understanding ' has little to do
with your product's frailties.

[Marilynps]

You have nailed it!!!!
Marilyn
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Sent from Gmail Mobile