Versa Screen Cracked - Phone Call to Fitbit was Not Helpful

[SKamel]

I bought my new Fitbit Versa on August 23rd, 2018 - less than 3 months ago. I have previously had nearly every other model of Fitbit, and I have been a loyal customer for nearly a decade. I have had the Fitbit One, Charge, Alta, Charge HR, and now Versa. Not to mention the several that my husband has purchased and enjoyed in the past several years, as well as the few that I have purchased for gifts for friends and family members. I have purchased over a dozen Fitbit models, spending well over a thousand dollars, at least. I have never had a complaint or filed for a support claim. 

I only ever take my Fitbit off to shower. Recently, I took my watch off to take a shower, and placed it on the bathroom counter (with a normal human amount of force, I did not throw it or bang it onto the counter). When I went to put it back on after my shower, I noticed that the screen now has a sizable crack on one side. 

I called Fitbit customer service today and spent 30 minutes on the phone with them, just to be told that there was nothing they could do to help me, as surely this is my fault, not the fault of poor or faulty manufacturing decisions. This is ABSURD. I have worn previous models of Fitbit for YEARS at a time (my Charge HR 2 lasted over 2 years with DAILY wear and tear, and still runs!), with absolutely NO damage, cracking or scratches. It is a FITNESS WATCH - it should be durable and wearable for WAY more than 3 months - especially because it cost $200! A human possessing normal human strength should not irreparably break a FITNESS WATCH by placing it onto the bathroom counter, nonetheless then be blamed for it. 

Fitbit customer service offered me 25% off a new watch. This is unacceptable. I saved and saved for this upgrade, and $200 is not just a small amount of money for most people. Asking me to pay $150 to replace a watch that is THREE MONTHS OLD is an inexcusable lapse in what has been otherwise stellar and consistent customer service. 

I am very very frustrated with this outcome. I am formally requesting that someone get back to me regarding this, as I am a long time customer and I am appalled by the lack of support that I received. Taking a very brief glace through this forum alone yields DOZENS of results of customers in similar predicaments to my own. This fact alone supports the case that this is a consistent and troublesome MANUFACTURING issue, NOT a customer or user-error. The fact that these are consistently blamed on the otherwise loyal and happy customers (as proven by the literal thousands of dollars spent), is ridiculous and upsetting. 

I do expect a prompt response to this, and I will be escalating it further if necessary or if no response is received. 

[DramaQueenDiva]

Sorry that you had so much trouble.  The best thing to do to get Fitbit employees to see this is to email Fitbit directly (you can do this via the "Help" section, the link to which is at the bottom of the page).  With all the messages that Fitbit gets on the boards everyday, you'll have much more luck just emailing them directly.

[SKamel]

Thank you for your response, but I can't find any email address to contact customer service. Could you advise me on where to find it? 

I appreciate your help!