Versa 2 screen randomly cracked

[Gizmo79]

Versa 2 screen has randomly cracked after 6 months. Customer support will not help saying it is not covered by the warranty.  

This is my second Fitbit to do this. I had a charge 3 previously which did the same.  That was replaced and I paid the extra to upgrade it to a Versa 2 now the same thing has happened again.

I don’t know why this is different. Customer service just keep repeating their warranty limitations yet I have not damaged it. 

Customer service said they don’t randomly crack yet here I am.  If they don’t randomly crack, then the product must be defective from the start. 

I find the people on the customer service phone line unhelpful, inhuman and very repetitive like they are reading off cue cards.   Will not give me an email address to complain to or let me speak to a manager. 

Fitbit are not quality devices, they are not designed to even last the warranty.  I am not paying for another watch when this one is under warranty and what is the point if their products break after 6 months. Do I spend another 150 quid just to have the same happen again in 6 months to a year???? 

Poor product, poor customer service. 

[Odyssey13]

Hi @Gizmo79  did you purchase via credit card or Paypal? Many on the forum have found they have insurance from the card that they didn't know about until they asked. Can't hurt to ask.

[Karjoe]

I had the same problem but only after a few weeks. Fitbit continues to say it was not under warranty despite it cracking without any due force. 

[Gizmo79]

Good point, thanks for mentioning it. Unfortunately I paid with debit card so I don’t think I’m covered. My house insurance doesn’t cover it either. 

[Gizmo79]

It’s so frustrating especially when customer service say “that can’t happen”.  I feel they are exploiting an ambiguous loophole in the warranty to avoid replacing them knowing that it can and does happen.