Versa 2 screen popped out

[Olivewestguilfo]

My Versa2 isnt even a year old and the clock face popped out!   I tried to put it back in but it keeps popping back out.  They are replacing it but wont guarantee me a new one.  Why  should I get a refurbished one when mine was NEW!   My previous Versa went black so they gave me a refurbished one and the battery would only last 48 hours barely.  When I called about it they said they couldn’t do anything for me,, that I  had to purchase a new one.   So I upgrade to Versa2 and less than a year in, the face pops off and they cant guarantee a new one will be sent.  That isnt right!

Moderator Edit: Clarified subject

[Durangobrett]

Almost same for me, I received a replacement 8 months ago and it stopped all together yesterday 

from FitBit:

Hi 

Thank you for reaching us

We are sorry we are unable to honor a replacement that goes out of our policies since the warranty already finished.

Please have in mind that as much as we'd love to provide you with the exception, we must comply with our internal policies and procedures.

If you have additional questions about your Fitbit device or services, visit help.fitbit.com.

Sincerely,

Daniel Ar. and the Fitbit Team

[Durangobrett]

Oh, the best the can offer is a “free” new wristband. So I can show off my piece of crap watch that doesn’t work?????

yuuuup!

[Olivewestguilfo]

Its no wonder they only offer 1 year warranty! If it was a 2 year warranty they would not keep up with the returns! Quality does not come with FITBIT!

Sent from my iPhone

[Olivewestguilfo]

Wow! That is all they offered you was a new band!?

Sent from my iPhone

[Durangobrett]

Does anybody have contact information for the FitBit CEO or COOO or warranty department higher-ups? My Fitbit Versa 2 that is not even eight months old has completely died and Fitbit is not going to warrantee it and Fitbit is now ignoring my requests for warranty service. 

I’ve tried email contact info that is online but no response a phone number would be great also. thank you

[Odyssey13]

Hi @Durangobrett  depending on where you live, the warranty is for one year (or two in some European countries) and in case of replacement, the warranty on it is for the remainder of the original purchase. click to read the policy. Each case is individually considered by customer support and you already had a response from the Fitbit Team. As for phone numbers, only the basic numbers for customer support are what we have on the forums. You can always try again, but it would more than likely result in a similar response as you're past the warranty period.

[Olivewestguilfo]

It seems almost impossible to get satisfaction with Fitbit! When a product can’t last 1 year, they definitely have product issues! I have had 2 Versa go black in me. They replaced my first one but with a refurbished one and then that one died before a year. I decided to try a different Fitbit hoping for better luck but then the clock face popped out of casing. Its too bad the quality isnt there because I like the product but cant afford to but a new one every year.

Sent from my iPhone

[LizzyFitbit]

Hi there, @Olivewestguilfo and @Durangobrett. @Odyssey13 Thanks for stopping by to help our members.

@Olivewestguilfo and @Durangobrett Thanks for the detailed information, and your efforts while working on this matter. Let me share that our Support team handles every case individually based on our Warranty Policy. I understand where you're coming from about this situation and I'm sorry for this inconvenience. While I don't have access to your case, you can always try contacting our Support team via chat or phone to receive more details about their resolution.

Every feedback shared in the forums is always appreciated as it helps us to improve our devices and services, and yours won't be the exception.

[NiMor]

I’ve had the same issue twice. First in 2020 after 2 yrs and warranty expired, of course! They offered me a 40% discount. I took it. 
I bought a new one and purchased the third party product insurance. Glad I did because after 18 months, the face popped out. The insurance provider replaced it with no questions. 
what is Fitbit doing about solving this issue? It is a disappointment and does not speak well of continuous improvement. 

[LizzyFitbit]

Welcome to the Community, @NiMor.

Thanks for the details provided, and your efforts while working on this matter. Our team constantly works on our products, and the feedback we receive from our members is a big part of the process as it helps us to evaluate our procedures. I apologize for the experience that you had with your Versa 2 and appreciate the time taken in sharing your feedback. Please know we'll continue working to prevent this type of experience from happening.