Spontaneous crack

[emcclure1120]

Super bummed and hoping that sharing my story will help not only me but others with a similar problem.  I have been a loyal FitBit user since 2014.  I recently upgraded to a Versa in Aug 2019.  I woke up this morning to find a crack along the top of my screen.  Just one long crack and no spidering to show that I slammed it into something.  I called customer service and they immediately told me it was my fault even though others have reported this problem.  They refused to replace my watch or even send it in for repair.  As I went about my day, I noticed the crack was beginning to expand and branch when I my Fitbit would vibrate.  I called back and they asked me to send pictures.  I did but they said that they could see casing damage that shows an impact.  It was a glare from my lamp, so I sent another photo.  No matter what I told them they wouldn’t help me.  They kept saying it was user damage.  I have not dropped it or smacked it into anything.  I am really disappointed because I have had products replaced in the past and gave always received help.  They are only offering 25% off of a new purchase... great so that one can be defective and they get me for more money... I hate that people in customer service just read from scripts and aren’t willing to help loyal customers who did nothing to break their product.  Yes I get that there are people trying to scam the system.  I am not one of them... 

[SunsetRunner]

Hi @emcclure1120 , I asked a Moderator to jump in to help you. One of them will be soon contacting you via your post, so keep a close eye on it. regards kuzibri

[emcclure1120]

Thanks @SunsetRunner!  What is a moderator and how can he/she help?

[SunsetRunner]

Hi . a Moderator is a person who has far more responsibilities and capabilities within the Fitbit Forum than we simple users have. He/she is also responsible for good behaviour on the forum, etc, etc. Therefore I called the help in from a Moderator for your problem. Regards, kuzibri 

[emcclure1120]

@SunsetRunner  Thanks!  Do they work for Fitbit?  I also posted to my friends and family on Facebook about the issue and have had several people say they have gotten replacements for broken glass and even one friend who got a replacement when his band broke causing him to lose his Fitbit.

[SunsetRunner]

Nope, they do not work for Fitbit, but due to their function within the Fitbit Community, they have easier access to the Fitbit Customer Support team than we have as simple users. Regards kuzibri

[emcclure1120]

Update: they keep claiming it is cosmetic damage and they won’t replace it.  They won’t listen to the fact that the glass was set incorrectly in the frame.  It is higher on one side than the other.  I don’t know if it’s because it is thicker on that side, or if more glue was applied on that side or what but if the glass had been set correctly then this wouldn’t have happened.  There are now sharp edges from where the glass is falling off with each vibration of the Fitbit.  

[AlvaroFitbit]

@emcclure1120 Welcome! Thanks for being part of our Community! 

I am sorry to hear about your damaged Versa screen. As a Moderator I can create a ticket for your issue so Support can review the case but since you already are in contact with them you can let them know about this. They are the ones who can issue a replacement or provide other options like a discount. It is up to them to make this decision so you can keep contact with them about it.

@SunsetRunner thank you for your help here.

I'll be around.

[emcclure1120]

Thanks, they keep making excuses as to why they won’t replace it.  I am not going to back down about this.  I have had it for three months.  If the glass at the top wasn’t raised/thicker than the rest then it probably wouldn’t have had the initial crack.  If it was set in its frame correctly then I probably wouldn’t keep cracking.  My husband has a Versa and he has had his pinched, kicked and had it fall completely off of his wrist while working as a nurse in the emergency room and it doesn’t have a scratch or knick on it.  His glass is even all around the edges, mine was not and I didn’t think much of it until this crack appeared.  I should have made a claim when I first noticed the glass was uneven.