Versa Cracked Screen

[SheriRN]

I just received my Versa and love it! But after wearing it less than 5 full days I see a crack in the left upper corner. I’ve contacted Fitbit and the reply was the screen isn’t covered under warranty. IT’S BRAND NEW! I did not do anything different with this then I’ve ever done with my Alta HR or Blaze...just normal wear. I’m so disappointed Fitbit isn’t standing by their product! I was going between this and the Apple Watch, but have loved my Fitbits. I’m so upset I’m thinking of jumping off the Fitbit ship. 

[Rainbowsparkles]

Amazon sells many screen protectors for the versa. I bought one and it worked to prevent scratches. The screen protector got scratched so I took off the protector. When I removed it, it was still perfectly fine. Screen protectors really help. 

[Tragic19]

Sherin  I have you beat I got my versa and loved it and in less that 3 full days it fell not even a foot from my gym back to the floor and cracked.( some fitness watch) It was so new that I thought Fitbit would take care of it. Boy was I wrong.Like you I owned Alta & Blaze and when making this purchase was on the fence between the Versa and the Samsung Gear.Boy did I choose wrong.Fitbit could have the single worst customer service on the planet.Not only do they not provide a fix for a cracked screen but they really do not care about the customer. I am wearing a cracked watch just to spite them wish I can find a platform that could warn any potential Fitbit buyers about their horrific customer .!I will  never buy another Fitbit product. 

UPDATE:

were you ever able to get Fitbit to replace the watch.if so please tell me how because the beat i could get was a 25% discount if I bought another one

Rob

Moderator Edit: Format.

[Blooze]

Hi Rob,

Sadly no... I was given the same offer as you (25% discount if I purchased a new one). In my case, I decided that if a Versa would last 3-4 weeks between each screen break, it would cost me about $2,000 per year if I had to keep replacing them... which I thought was a bit steep for a fitness watch. In your case if you averaged roughly 1 Versa per day... the annual cost would be a bit higher! 🙂

Joking aside, and as another commenter mentioned in this thread, Fitbit seems to be long on empathy but VERY short on tangible solutions or support. Them offering to take a reduction in gross profit as a solution is frankly pathetic.

And I too wish there was a better way to spread the word about what they are trying to pass off as a credible fitness product. I wouldn't recommend this watch to a dedicated couch potato who might let their arm drop onto the couch a bit too firmly let alone someone half serious about fitness.

Once again, first and last Fitbit I'll ever own.

Neil

PS Sorry for your loss!

[LongIslandSailr]

@Tragic19

First, very sorry to hear about your Versa, how disappointing that must be,

But lest others reading get the wrong idea, I feel compelled to note that:

a) any fitness watch dropped a foot onto a hard surface will have the glass break if it lands badly and

b) no other fitness watch maker will replace an uninsured watch glass for free unless it’s a manufacturering defect

I strongly suggest that anyone buying a Versa put a screen protector on immediately...I did.  It won’t protect a hard impact but it will protect well from scratches and some drops.

11 months of wearing 24/7 (except charging time) and my Versa is damage free. (Hope I didn’t just jinx myself!)

[M_swimmer]

I will forever be loyal to amazon. I received my Fitbit verse and within 22 hours of wearing it the screen was scratched and cracked. I called Fitbit and they sent me round and round and finally asked for me to send a picture and told me they would get back to me in about three days. Meanwhile, I called amazon-the company I ordered it from and just simply asked if there was anything they could do. Within 5 minutes amazon had ordered me a new watch,that will arrive in 2 days. All I have to do is send my old one back. Extremely thankful for amazon and a little upset Fitbit wouldn’t do anything. 

[clhawkins63]

That is great, Amazon is awesome!

[Bluebear19]

No but the price of Apple screen replacement is not the cost of a new phone. It’s about 1/5 the cost of a phone. The cost of a Fitbit replacement is the cost of a been Fitbit plus a measly discount they give you since they do not offer screen replacements. For a $200 fitibit device I am more than willing to pay $30 for a screen replacement not $150 for a new device. 

UPDATE:

I am on the same boat as you. Brand new less than one month. I haven’t tried to contact them as many times as you have but reading your post I think I’m about to give up. I did drop my device but from the height of 1ft!! I put it away in my bag. When I took it out of my bag I was sitting on the floor. The Fitbit was rolled up in some clothes and I guess I hadn’t realized so it dropped out from my clothes and somehow cracked from a heigh of 1ft!!! Have you tried using purchase protection from your credit card? I am trying that now since mine is also less than a month old. Haven’t heard back yet but others have told me it has been successful for similar items 

[LongIslandSailr]

@Bluebear19 ...again, screen replacement on these watches is not practical, the device is too small.  Replacement is the only option.  And Apple will replace the watch for less than full cost only if you have purchased their insurance (Apple Care).

[MarcoGFitbit]

Hello @M_swimmer, @clhawkins63, @Bluebear19, @LongIslandSailr, @Blooze, @Tragic19, @Rainbowsparkles, @MelissPhillips, @clhawkins63 and @nganesh0402. I hope you're doing well. 

I appreciate you have taken the time to share your experience and for providing your feedback with us about the Fitbit Versa. We really appreciate our members's input and feedback and I would like to thank you for yours. Our team is always looking to improve the Fitbit experience and I appreciate you have shared your experience with us. I sincerely apologize for the inconveniences this issue has caused you, please remember that we do not expect manufacturing issues to to affect our trackers but that's why every Fitbit tracker comes a limited product warranty and in case you have inquiries or doubts about what it covers, you can check it on this article: Return Policy & Warranty.

If you have already contacted our Support Team, please keep working with them. If you haven't, please let us know so we can check this further. 

Thanks for your patience and understanding, have a great day. 

[RobinPerry]

I’ve had mine for less than 6 months and also have a crack in the upper left corner. I don’t know when it happened but I haven’t been hard on it or dropped it. 

[HeydyF]

Hey @RobinPerry, welcome aboard! Oh! I'm sorry to hear that your Versa has the screen cracked. What I can do to help you out, is escalating your case with our Support team so they can take a look at your options. So please keep an eye on your inbox. 😉 

I'll be around! 

[RobinPerry]

Thank you

Sent from my iPhone

[HeydyF]

You are more than welcome my friend @RobinPerry! Keep me updated! 

I'll be around! 

[oirasec77]

I am very disappointed in the durability ​for the Fitbit Versa. I have only had it for two months and the face is cracked. In comparison, I have have a Garmin VivoActive for 3 years, 3 Tough Mudders, countless number of days at the gym. I only starting using the Fitbit Versa because it was a gift for Christmas and thought a change might be good. It has good analytics, but if the watch itself cannot last more than two months what is the point of how good the app is.

[Bluebear19]

Yea and I complained on their forum but they deleted my message. Because I said I dropped it from a height of one foot. It fell out of my bag as I was taking it out while sitting on the floor. 

[nganesh0402]

The same case with me too. I don't think have asked anything irrelevant but still,

---

@Bluebear19 wrote:

Yea and I complained on their forum but they deleted my message. Because I said I dropped it from a height of one foot. It fell out of my bag as I was taking it out while sitting on the floor. 

---

the post has been removed and this is the response I got in PM.

Hello Ganesh,

I've removed your recent post, quoted below:

"@JuanJoFitbit come on 

I'm sorry about the experience you had with your Fitbit product.

-Thanks for the standard script 

I totally understand how you feel.

-I really don't know how you feel for the affected users. Would you guys ship us a new fitbit for us?

Your feedback is greatly appreciated since this helps us to keep improving.

-May I ask what level of improvement has been taken in place right now?


I really hate to see sympathy messages from a moderator because I feel like some computer is responding to us and computers cannot feel humans. If you/company really feel for your customer please send us a new fitbit versa not the sympathy. Again I am not showing my frustration on you, it is for the product makers. HYU"

I will be happy to answer any questions you have, and would appreciate you contacting me or another member of the community team directly with these types of inquiries in the future. If you see a post that you feel needs moderator attention, you can always click the "Flag Post" at the bottom-left of the message.

Thank you,
Marco G.
[Moderator]

[Densand]

How is this a solution?

[Sherif1]

Absolutely disappointed in the unbelievably useless customer service provided by Fitbit. I have a Versa with a scratched screen and wanted to replace/repair it, and all I got was we can't repair it but here's a 25% discount to get a new one. I'm not spending $200+ on a new watch for some scratches on the screen.

Literally furious right now and will most probably switch to Apple Watch. Work a little harder on pleasing/satisfying your customers so you can win them for your future products. Extremely disappointed with this company.

[LongIslandSailr]

@Sherif1 How did you scratch it?  Just curious, would like to avoid that.  Btw, no fitness watch can have sceen replaced, the form factor is too small.

[Densand]

When walking around and doing simple household chores, my best guess is I caught my fitbit on a doorknob. It chipped the edge causing a hairline crack across the screen. Thank goodness i have a screen protector on it, I think it helped minimize the damage. Yeah sure my fault, not looking for a freeby from fitbit but doesn't someone offer a replacement screen for these things yet? I can fix it myself just need the part.