Versa 2 screen popped out of the frame

[karthikchander]

I bought a new Fitbit Versa 2 in the month of May. I'm very diligent in the way I take care of the watch. However, yesterday for no reason, the screen popped out from the frame. It won't even budge in and cant be fixed. I sent a note to the "support" team but to no avail. My Warranty is for a 2 year period. Looks like FITBIT loves to sell some "lemons" under the pretext of great smartwatches.

Moderator edit: updated subject for clarity

[JuanJoFitbit]

Hi @karthikchander, welcome to our Fitbit Community. I totally understand how you feel about the screen issue that your Versa 2 has experienced.

I got in touch with our Support team and was told that they will reply to your email soon in order to review your case and provide a solution. Please keep an eye on your email account.

I'll also be around if any question arises.

[karthikchander]

Hey Juan,

Thanks for the response. Yet to receive any sort of communication from your support team.

[JuanJoFitbit]

Hi @karthikchander, we apologize for the delayed response. Due to the high demand, our team will get back to you soon in order to follow up and assist you accordingly.

We appreciate your patience and time with this.

Let me know if you have any questions.

[karthikchander]

Thanks a lot. Just  like you, I wish the Support team would also reply at the earliest and be more responsible.

Hey Juan,

It's been 10 days since I raised the request. The Support team is NOT ready to accept any form of pictures I send. Every query I receive from the support team has been answered within the next 5-6 hours. However, they wait for 3 days before they let me know they can't accept the picture. This has happened back-forth three times. It's still stalemate and very frustrating to work with the customer service.

Hey Juan,

It's been almost a month and I still see no response from your support team? Is this how you take care of your customers? Is this the "excellent" customer service that FITBIT raves about??

Moderator edit: merged replies

[JuanJoFitbit]

Hi @karthikchander, we truly apologize for our late reply. We really appreciate your feedback and comments since this helps us to keep improving.

I was able to get in touch with our Support team and was told that they assisted you via email and a solution was provided. Please don't hesitate to get back if more assistance is needed.

I'll be around if you have any question.