Versa broken Screen

[CarolineMin]

Hi, did you know that Fitbit don't offer a screen replacement if it's cracked? My screen has cracked and I've been told there is no repair service offered, that I literally have to throw this new, special edition, £220 watch in the bin! Any ideas, anyone else broken their screen? Horrified at lack of after sales repair service.

Moderator edit: subject for clarity

[AlejandraFitbit]

A warm welcome to the Community @CarolineMin.

I am sorry to hear about what happened to your Versa and as you mentioned, our warranty policy doesn't cover caused damaged to Fitbit trackers and would like to know if our support team provided you with a solution?

Hope to hear from you soon. 

[CarolineMin]

Hi thanks for responding. No there was no resolution found nor offered - I simply can’t accept that a £220 watch has to be chucked as you offer no after care service - it’s ridiculous! Any watch anywhere can have a new face if broken (and they often are) - so this is truly crazy and I believe is totally unacceptable from a customer point of view. I am happy to pay for a new screen / but this is not offered.

I am not going to go away as I feel incredibly strongly that this is a dereliction of duty by Fitbit - I do not believe you should be marketing a smart watch for sports wear that should be built to withstand impact - and that It can’t be fixed!

Help please!

Caroline Minshell
07960 507777

[Feebes723]

Totally AGREE with your statement!

One single crack appeared on my device after performing push-ups on a foam gym mat during an Army Physical Fitness Test.  This was only my third week wearing it.

What a poor design and waste of $245!

Innovation, maintaining a great product, and having a popular brand should be at the bottom of the list for FitBit.  Communicating honestly about the  product and/or service should be at the very TOP of the list!

Whatever happened to companies being true to its mission and values? FitBit, if you're reading this blog, the brand FitBit continues to win the heart and soul of All Things Healthy and Fit in America.  So why not divulge your practices; positive and negative? Your brand should be willing  to display its flaws in order to show where it needs improvement.

Authentic companies own up to their mistakes and is honest with customers. They don't just  sugar coat things or sweep problems under the rug.  The brand does what it says, and says what it does.

As mentioned before, there isn't an option to repair; only replace at the owner's cost! Not cool FitBit!!!!  A reasonable expectation is that FitBit, Apple, Android and others alike, stand by their products.

[PaulMarch]

i am very scared of breaking my screen.. 

although i love my watch.. if it was to be redone. i would not buy the versa..

it took about 9 months before i cracked my screen on my charge 2 but at least they replaced it.

seems they are not replacing the versa which is weird.

if i cracked this one and they dont exchange.. i am going to research the garmin watches.. i heard they are tougher.

[Sidamu1956]

My screen cracked today - I am waiting to hear back from Fitbit what I can do.

if there is no solution this will definitely be my last Fitbit - even though I love the Versa.  I never considered that the screen would crack so easily when I purchased 2 weeks ago.  Had an Alta for years and did not have any issues - just wanted something to count steps in the pool.

[PaulMarch]

i hope they replace it for you

i have had screen protector 2 days after i got the versa and i am scared
that i will break it anyway..
i am rough on watches.. took me 9 months to crack my charge 2 screen

but this versa seems weaker then the charge 2

good luck to you

[CarolineMin]

Sorry to hear about your screen, I'm keeping up my mission to get some resolution on this as I simply can't accept that a broken screen means we have to chuck away our new watches. I am sure you will just be told that it's not under warrantly. They must offer an accidental damage facility/insurance so this is covered - frustratingly, I've been told that had I bought the watch from John Lewis, it would be covered by their accidental damage insurance! Good luck, and do please post your experience as the more people who know, and the more we tell fitbit that this is not acceptable, the better.

Caroline Minshell
CHIEF EXECUTIVE OFFICER

[cid:image001.jpg@01D1162A.61AC62E0]

T:020 7723 9825 M:07775657653 E:CAROLINEMINSHELL@SENATEPUBLISHING.CO.UK
WWW.SENATEPUBLISHING.CO.UK|LINKEDIN| TWITTER | YOUTUBE

[Sidamu1956]

Update...

Fitbit first told me there is nothing they can do as it was accidental and not covered by warranty.

i responded that I was not looking for warranty- just wanted to know how to fix.

as there is no fix they have offered me 25% off - which means spending another $225.  No thank you!

i did contact Best Buy where I purchased and they were exceptional in getting my issue resolved this time.

Will recommend Best Buy but never Fitbit!

[PaulMarch]

i suggest if you got it exchange not to wear it until you have a screen
protector on

I would not..

and buy a good one.

the first set i bought.. the first one lasted me a week.. it was all
scratched and chipped..

the next set of 4 i got.. works well. .no scratch and its been over a week
now.. so happy with it


i also suggest to EVERYONE who reads this

Versa is a great watch when it works but it is weak . it will break easily
it is crappy workmanship..

so. protect your investment with a screen protector

[Sidamu1956]

Sid Amundson
Sent from my iPhone

[Sidamu1956]

Yes I did get a screen protector - that was part of the deal today!  And yes I would recommend if you buy a Versa...buy a screen protector.  I wish they had told me when I purchased!

[mariestay]

My son in law's screen broke as well.  He has had it only a week and best buy said that fitbit does not warranty them.  Extremely frustrating given the amount of money he paid for this watch.  Did anyone get a resolution I can pass on to him.  Who sells watches where the face cannot be fixed.  All that money done the drain - it too was a Versa

[GreginJaxFL]

Fitbit has never offered any repair services for it's devices.

[Sidamu1956]

I was very fortunate that BestBuy exchanged mine.

Fitbit did offer me a 25% off of a new one - which was ridiculous. All I wanted was to get my watch fixed.

Sid Amundson

Love the life you live
Live the life you love


Sent from my iPad

[PaulMarch]

i got screen protector right away on mine..

i am on my second one in a month and if i did not have that.. I am sure my
screen would be scratch or broken..

i am rough on my watches.. but at least i know..

I tried two screen protector.. first one lasted a week.. and it was not
very good

second one has been on for about 3 weeks now.. and i did chip it on one
corner but it is still good

i am going to order more.. but i still have 3 spare.. 😄

[Dsmcdonald]

Mine still cracked even with a screen protector

[mikecyprus]

Screen protector protects from scratches not from breaking the glass.

[jstutty]

Hi Alejandra - just jumping in here. I dropped my versa this morning on carpet and it cracked quite badly. This thread was a top result when searching for what my options are. Support recommended a 3rd party screen protector. I asked if there could be a discount offered if I was going to replace it and they said that would be impossible. Very disappointing as others seem to have been offered that discount.

[Sidamu1956]

Just keep sending them emails!

I personally will never buy another Versa. I wear my old Alta most of the time now as I am afraid to break the versa again.

Sid Amundson

Love the life you live
Live the life you love


Sent from my iPad