Versa cracked screen

[Brittany923]

I was working out today and after changing weights that were too heavy, looked down to see the time and noticed my Fitbit screen was cracked. I called customer support, spoke to someone who did not speak English well and she advised me that they could not do anything. Would not transfer me to a supervisor. Has anyone else had any issues with their screen? My Fitbit is 2 months old. I purchased it in March and it’s now May.

Moderator edit: format

[JuanJoFitbit]

@Brittany923 Welcome to our Fitbit Community! I'm sorry about the damage that your Fitbit Versa screen experienced. I totally understand how frustrating this is for you and I appreciate your feedback.

Please visit this page which explains more information about the warranty policies.

I'll be around if you have any questions!

[Brittany923]

Thank you. I have revered it. Its a manufacture issue, however the customer service representative was so rude last night and would not allow me to explain anything. The watch is 2 months old. I've never had an issue, besides troubleshooting issues such as the vibration and messages not clearing out and I looked down at it to check the time while I was in the gym and noticed the top of the screen was cracked. I feel like the watch being 2 months old, this shouldn't occur and with the trouble shooting issues I've had, maybe there is a defect with the watch, however the customer service rep wouldn't let me speak, she just kept telling me no and saying its not covered. 

[JuanJoFitbit]

@Brittany923 I'm sorry to hear about the experience you had with your Fitbit Versa and how your case was handled. I totally understand how you feel and I appreciate your feedback since this helps us all to keep improving.

I was able to get in touch with our Support team and was told that your case was handled after it was escalated. Was a solution provided?

Looking forward to your response!

[Brittany923]

Not really it was handled the only way Fitbit wanted to handle it and would not allow me to talk to anyone besides the person I spoke with. It was horrible customer service and leaves me with a bad taste 

[SharonM.75]

I had a similar experience. My screen cracked from lower left all the way to upper right. Super disappointed.

[JuanJoFitbit]

@Brittany923 Thank you for getting back and welcome to the forums @SharonM.75! I'm sorry about the experience you had with your Fitbit watches and I'm also sorry to hear that the situation wasn't covered by the warranty.

I totally understand how you feel about this and appreciate your feedback and comments.

I'll be around if any questions arise.

[Brittany923]

So it is still worse, I received 25% discount, and I was told I would receive over night shipping on Thursday morning, well Friday, no Fitbit, Saturday, still no fitbit and as of today, Monday, still no fitbit. This is just ridiculous!

And the poor customer service just takes it to a whole different level when dealing with you cracked screen. No one wants to help you.

Moderator edit: merged reply

[JuanJoFitbit]

@Brittany923 I totally understand how frustrating this is for you. Your feedback is greatly appreciated

[freecoffeeday]

I understand how you feel. Mine slipped out of my hand when I was cleaning it after a work out and cracked the screen. It fell less than 2 feet. It's un-usable now. It was less than 2 months old. They could only offer me 25% off which doesn't seem like a reasonable way to stand behind their product. 

But when you purchase it, they did not recommend an extended warranty - this is only available in the US - I am not. They don't recommend a screen protector at purchase. They are aware this is not the first time it happened yet they didn't take any steps to inform customers that their "gorilla glass" isn't actually that strong - seems like false marketing to me. I'm gutted and near tears over the loss of a stupid watch. I guess I shoulda listened to the sales guy at Best Buy and bought an Apple watch. 

All the "supervisor" could do is say I understand, I'll forward your suggestions onto the team. Not very helpful.  

[JuanJoFitbit]

@freecoffeeday Thank you for sharing your comments and feedback since this helps us to keep improving.

[Brittany923]

Glad I am not the only one...However the gorilla glue is what holds the screen on the plastic part, not the actual screen which pissed me off. And yes, the supervisor couldn't do anything. She even told me that she couldn't and she was not in the U.S. It was the most frustrating experience and left a very very bad taste in my mouth. I was also given a 1 year subscription to the Fitbit Coach which is pointless for me because I have a personal trainer. I honestly went back to my Apple watch because I refuse to support a company with horrible customer service and lies about their products. 

[Brittany923]

Sadly, I do not see much improvement in the customer service, as someone else had the same issue and she was treated in the same manner I was.