Versa 3 screen came off

[Brian4940]

I was wondering if anyone as had issues with the face of the versa3 splitting apart.It’s happened 2-3 times.They sent out replacement in plastic not even in a box. Yesterday it happened again after 20 minutes on the phone and sent pictures they said you have no warranty.Then they offer me 35% off on a new one. I think that is a slap in the face.Fitbit should of replaced it for the cost of one.

Moderator Edit: Clarified subject

[Guy_]

Hi @Brian4940  -  it appears other people are reporting this in the forums.

Go back to Fitbit support again and try insisting they replace the unit due to the clear manufacturing fault.

The replacement you received may have been an improperly refurbished one and as such they should accept responsibility for that eventuality.

[Brian4940]

Hello

I just messaged them and they responded with your warranty is finished and there is nothing they can do. I’ve requested my message go to the ceo but have had no answer. Thanks for the feedback it’s greatly appreciated.

[MarreFitbit]

Hi there, @Brian4940. Welcome to the Community Forums. Thanks for the details provided in your post about the issue with your Versa 3. We‘re taking into consideration your comments and sentiments with regards to our products and services.

Thanks for your question about why we offered a discount towards a new Fitbit product instead of a replacement of your existing Fitbit product. Our limited warranty provides repair or replacement of products that have a defect while still in the warranty period. Your device is out of the warranty period, and therefore is not eligible for repair or replacement, but we want to offer you a discount to thank you for your loyalty to Fitbit.

If you have any questions regarding what is covered under the warranty you can read more about it here fitbit.com/legal/returns-and-warranty.

If you have any further questions or concerns regarding the outcome of your case, please feel free to reach out to our Support Team once again so they can clarify any doubt.

[Azorz1 · Accepted solution]

Hi.  2nd time it happened ti me.  I got this for Christmas 2020.  The face came off a few months later.  They sent me a replacement and it didn’t work.  I sent it back and they sent me a replacement.  Now it happens again and now they are telling me I am done with the warranty.  This company is garbage and so are their products.  I will not recommend their products to anyone.  

[sheilacjam2003]

I totally agree! I'm so upset. I never got mine wet or anything. Had it 13 months.

[Zwarrior]

Good afternoon Guy,

They will not even let you send an email to customer support they send you to the Help page or to the community forum.  They do not want to resolve this issue, I think they are sending out refurbished watches, when they return them, it does not even come in a box, this is what makes me believe that it is refurbished, they know what they are doing.  The product itself is faulty and they know it.

[Azorz1]

Hii,
I totally agree. The first time it happened and I sent it back, I got one that didn’t even turn on. It’s really a shame. I will never buy another fitbit again.

Sent from my iPhone

[Zwarrior]

And neither will I. Then they want to not respond to you, it is sad
because there is no such thing as customer service anymore.

[Fitskytizen]

Wow! This seems like an "epidemic defect".... i.e. predominant majority of the devices have the frames separating!

Mine separated too, and Fitbit did replace with a refurbished unit... received it today. However, they sent it in just a plain envelope! I saw the delivery guy just 'throw the envelope on to my porch'!!!  At $250+, this is not a cheap product (or is it?).

The company needs to take more pride in its process and practices.... which will translate into better customer experience for the users.