Versa 2 cracked screen and Fitbit Support experience

[Erob23]

Today my versa 2 that I have only owned for 8 months screen cracked .

I noticed upon browsing twitter some fortunate customers had theirs replaced for free by Fitbit so contacted Fitbit support with screenshots and was told that these customers were "within warranty" 

Further into the conversation I was sent a pre-typed statement stating cracked screens were excluded from warranty and offered 35% off a new product (really?!) 

I challenged the team regarding the contradictory message and was ignored..so I messaged again and was told replacements are given on a "case by case basis"  WHAT?

How can they justify such inconsistencies amongst customers?

Anyway, would encourage anyone in similar situation to complain about this and if anyone from Fitbit is reading this please feel free to get in touch as I feel very let down .

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there @Erob23, welcome to the Community Forums. We acknowledge the limitation we have on our part particularly on what you have experienced. We‘re taking into consideration your comments and sentiments with regards to our products and services.

We understand and respect your decision regarding the 35 % our Support Team previously offered. Please know when a Fitbit device is deemed defective we review eligibility using the one year warranty option. For our full warranty terms and conditions, see our Return Policy and Warranty.

Our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy is set into providing as much coverage as we can. However, as our warranty states, it doesn't apply to damage or defects caused by:

(a) use with non-Fitbit products
(b) accident, abuse, misuse, mishandling, flood, fire, earthquake or other external causes
(c) normal wear and tear or aging of the Product such as discoloration or stretching
(d) operating the Product:

     (i) outside the permitted or intended uses described by Fitbit

     (ii) not in accordance with instructions provided by Fitbit

     (iii) with improper voltage or power supply.

For more information about this, you can check our warranty policy.

We understand that the outcome of your case with our Support Team is not fulfilling your expectations, but keep in mind that every case is completely different from the other's, thanks for taking the time to share your experiences and feedback. For more information about the outcome of your case, please get in touch with our Support Team again for a better understanding of the information you were provided.