Versa cracked screen

[Hols30]

Hi,

I ordered the new Versa, which has been delivered with a cracked screen. I have been on to customer services who have advised that there is nothing they can do, this was a present so it's not even been out of the box, I'm very upset as it was very expensive.

Can anyone advise on where to go to next as customer services are not interested?

Thank you!

Moderator edit: subject for clarity

[guitarwoman]

Nothing they can do?  Even with Fitbit's customer service problems, that does not sound right.  Contact them again and this time send a picture of the cracked screen.  (Not to be disrespectful, are you sure the screen is cracked?  The device comes wrapped in clear plastic, maybe that looks like a crack....).

[AlejandraFitbit]

A warm welcome to the Community @Hols30 and @guitarwoman thanks for stopping by.

As mentioned by our friend, is weird to hear that support didn't pay attention at this issue and I would like to know if you have contacted our support team, have they offer you a different solution for this?

Hope to hear from you soon. 

[SunsetRunner]

Try their online chat, they have been very helpful for me in the past with issues. I mean... they even honored their warranty for me when I decided I wanted a Blaze instead of the Alta HR. I returned the used alta HR so I could buy their blaze instead. I don't see why they wouldn't send you a new one from the screen being cracked. You just have to mail the broken one back to them. I had to pay shipping, but mine was a different circumstance. Did you buy directly from fitbit?

[Feebes723]

Please read previous discussions on Versa's cracked screens.  You may be a bit surprised. I was informed by customer service that cracked screens are not covered under warranty. I only had my mine 2 weeks and never dropped it. One single crack in the upper left corner. 

[guitarwoman]

On a brand new fitbit not even out of the box?  Maybe you can challenge your credit card payment--get the bank involved  by saying that you received a defective brand new item that the company is not willing to replace.

[Feebes723]

Good point!