Rubber outside the screen peeling off

[321slash]

Hey everyone, first post here!

I'm on day 2 of my Versa and for my first Fitbit device, I'm loving it. However I saw something unnerving for a new model. There is something peeling from just outside the glass of my device. I don't know how this part came out, but a part of me thinks it might be the waterproof sealing. So I'm afraid that if i rub it out, there might be space for water to come in.

Has anyone experienced this before?

Picture here: https://drive.google.com/file/d/1qhQUabwbOy5OgIVHOhaOTaQiBnU3UEdP/view?usp=sharing

Moderator Edit: Clarified Subject.

[Odyssey13]

Hello @321slash

You can reach support here - click - and let them see the photo. Always nice to have the image to show them.

They can tell you the best way to proceed.

Let us know what happens.

[321slash]

Thank you. I ended up going through chat. They wanted me to handwrite a case # to a picture so I couldn't use the picture I took from yesterday. I've since peeled a bit off, so the picture I sent did not look nearly as bad. 

They had to escalate the issue and I will be contacted by email. 

Will update as I hear back, but if anyone else with a Versa had this issue, I would love to know!

[Katiejo05]

I lost a small piece of the rubber today also. I was already afraid to get it wet but have the same thought that this might be the water resistance to the Versa. My spot is so small I don't think I will contact customer support but would be interested to hear how your case turns out 

[321slash]

Hi @Katiejo05, Fitbit told me to send it in for repair. I'm still within the return period so I'm just going to exchange it in the store.

[Odyssey13]

@321slash  thanks for the update. It's always faster to exchange it from the store where it was purchased.

Keep on stepping!

[Katiejo05]

Thanks, I tried swimming with mine and it got water in it and stopped working, already exchanged mine to the store- my Versa screen wasn't correct from the start-up the rubber shouldn't be showing

 Before the rubber started pealing

[Kevin3702]

Hi,

I have had my Fitbit Versa for two wks and It's great. Unfortunately there appears to be a rubber seal poking out between the watch face and fascia. A bit concerned that this may be an issue for this model. I will be exchanging mine tommorow.

[321slash]

Hi @Kevin3702 thanks for reporting. It really does seem to be an issue with this model if theres 3 of us now with this issue. I hope Fitbit employees are reading these forums so it can be fixed and perhaps a product recall can happen. I feel like exchanging the product will just make it happen again eventually...perhaps outside the return period or warranty period. 

[MarcoGFitbit]

Hello @Katiejo05 and @Kevin3702, have a warm welcome to the Fitbit Community, it's great to have you on board. It's nice to see you as well @321slash. Thanks for all your help @Odyssey13! 

@321slash and @Kevin3702, I have noticed you have already created a case and our Support Team is currently working with you about this situation. At this moment they will take care of this situation. 

@Katiejo05, 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. 

We really appreciate our members's input and feedback and I would like to thank you for yours. Even though we have not received more reports of this happening to other Versa users, 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.

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

[Katiejo05]

Thank you for the help and support! This is why I love fitbit: they stand behind their products 

[MarcoGFitbit]

Hello @Katiejo05, I hope you're doing well, thanks for taking the time to reply. 

 You're very welcome, I'm sure our Support Team will be able to provide you a satisfactory resolution. If there's anything else I can do for you, don't hesitate to reply, I'll be happy to help. 

[SunsetRunner]

Yesterday I noticed this issue with a small "bobble" of rubber protruding from the joint between the screen and the aluminium back of my Versa.

I saw something there and thought I'd got some dirt on the screen. Using my thumb nail I tried cleaning it off and was surprised to find it stretched and wouldn't come off. It is a small area so I'm not too concerned yet but if I notice it again I will return my watch, I am slightly concerned that the water resistance could be compromised.

[Mannie123]

Hello the rubber has peeled of my Fitbit versa and the face has fallen out. I am so disappointed about this as my fitbFi has helped me connect with people and to slowly increase the amount I am able to move. Please can you advise what can be done to help me in my current situation.

Many thanks 

[Alutz262]

This happened to me just recently. I chatted with Fitbit and showed them the pictures I took and was told it was user damage and they cant do anything

[Awrb]

Hi the same thing occurred this morning with my Versa. Is there anything that can be done? 

[Vegangoddess34]

I had the same issue. When the rubber came apart my screen started popping out. I contacted support with pictures and they sent me a link to either get 50% off a new Fitbit of my choice or get a replacement. I opted for the replacement and should be here at the latest Friday. In the meantime, I have applied tape to keep my watch face on as I am going to a football game tomorrow and wanted to make sure my FitBit was with me. Not to mention, I literally just downloaded the Bitmoji theme and I want to enjoy it lol. 

Definitely reach out to support and let them know the screen is popping off. If it's within warranty they will give you options.

[santosca]

I was told to read the warranty and that the peeling was regular wear and tear. I will never buy their products again.

[MzPurplerain]

I’m there with you.  I’m having the same problem with my versa 2.  Need help to fixing the problem, asap!!!  HELP!!!