03-12-2019 03:30 - last edited on 02-17-2022 10:56 by AndreaFitbit
03-12-2019 03:30 - last edited on 02-17-2022 10:56 by AndreaFitbit
So last night my Versas face fell off... it was just hanging there and now won’t work at all!this is the second versa I have had to replace and I’m totally bummed. The fist time Fitbit replaced it because the screen went black but I don’t think they will do it again but I’m at a loss. I’m just so sad!
Moderator edit: Updated subject for clarity.
Answered! Go to the Best Answer.
03-29-2022 10:54
03-29-2022 10:54
Hi everyone.
Thanks for taking the time to share these details and your efforts while contacting our Support team. Let me share that every case is handled individually and based on our Warranty Policy. I understand where you're coming from and I'm sorry for the inconvenience this has caused. Our team constantly works to improve our devices and services, and the input we receive from our members is a big part of the process. Your feedback is truly appreciated and please know it won't be taken for granted.
To keep threads on topic or tailed to a specific topic, I'm going to close this thread from further comments. However, if you have a different question, you can create a new thread to receive help from the Community. Please note you can always visit our Help Site where you'll find more information about our products, features, as well as troubleshooting steps.
03-12-2019 10:15 - edited 03-12-2019 10:16
03-12-2019 10:15 - edited 03-12-2019 10:16
Hi, do you mean that the glass/touch screen of your Versa fell off? If yes, please contact Customer Support about this weird problem. It shoudn't come off spontaneously.
03-12-2019 10:28
03-12-2019 10:33
03-12-2019 17:16
03-12-2019 17:16
Hi, do not see any reply/message, only 7 hours ago.
03-14-2019 16:21
03-14-2019 16:21
I tried to post photos but I guess they aren’t showing. Yes the glass face just disconnected. I was in the shower and when I got out I was putting my hair up and I felt something hitting the side of my face. I looked down and it was the glass front of the versa, just hanging by a couple of ribbon like wires. The glass itself is not cracked or damaged but the black gasket that goes around it feels kind of sticky or tacky I’m assuming that’s what holds it in place maybe the heat of the shower is the cause. I’m not really sure. I just know I’m sad
04-14-2019 08:12
04-14-2019 08:12
my Versa face fell off yesterday morning. I was getting out of the shower, felt something touch my wrist near my FitBit band. Looked down and the Versa face was dangling by a wire. Oh no!!!! It was like seeing my hand fall off! I was heading to a family funeral and unable to do anything but leave by five loved FitBit on the nightstand until today.
i called Customer Support this morning. Promptly received an email with a case number. I responded to the email with a photo as directed. Now I’m mourning the absence of my Versa while I await a replacement.
I hope FitBit corrects the issue so others do not experience the same trauma of seeing the Versa innards!
06-25-2019 09:44
06-25-2019 09:44
My entire face fell off went to look at the time and it was gone I so hope they will replace it I love my fitbit. I've only had it 10 months 😞
11-14-2019 21:29
11-14-2019 21:29
If you can....return your Fitbit and get your money back! Fitbit absolute does not support their product. The face falling off is definitely a known issue...yet they’ve not resolved it. They offer you 25% the purchase of a new one. Why on earth would somebody buy another Fitbit product with a known defective issue the company does not stand behind or support? Forget about the horrid battery life! Their solution for that...turn off all watch features...you know the stuff you bought the watch for in the first place...then you will get better battery life. Ridiculous!
04-12-2020 05:07
04-12-2020 05:07
Mine did the same last night.... Im hopeful they will stand behind their product.
06-05-2020 11:50
06-05-2020 11:50
Mine did the same thing starting yesterday. I called today but because it is out of warranty they aren’t replacing it and have no options for repairing it. They sent me a discount to buy a new one. I think they finally drove me to an Apple Watch.
06-05-2020 11:59
06-05-2020 11:59
07-17-2020 11:23
07-17-2020 11:23
Well I received the replacement Versa from FitBit. I kept it dry, no more wearing it in the shower etc. until lately. I forgot to remove it when I went into a swimming pool. The pool is only 42” deep water and I was just chilling with grandkids. Sadly my second Versa has proven FitBig had not fixed the issue of their products not bring water resistant as they claim. So again, I’ll contact Customer Support and see what my options are. I suspect I’m only going to be offered a 25% discount to purchase yet another of their products that will fail to meet their claims. Might be time for an Apple Watch.
10-12-2020 08:03
10-12-2020 08:03
Same happened to my Fitbit versa 2. It’s not even 1 year since I bought it!
what should I do?
10-13-2020 03:26
10-13-2020 03:26
I would open a chat session with support and explain the situation. My first device was less than a year old so they sent me a new one free of charge. The service was amazing and the process was easy. Unfortunately, they will not provide the same level of service or guarantee on the replacement.... they did however offer a nice discount.
Hope that helps.
10-13-2020 08:31
10-13-2020 08:31
10-14-2020 14:46
10-14-2020 14:46
I just had the same thing happen and since it is out of warranty they just gave me a discount code to purchase a new one. The code was not any better than the rate I can get it on Amazon today. For the cost of the watch, you would like to think that it would hold up better. I am moving to an Apple watch. It does cost more, but I could have had one with the amount I would have to spend to get a new Versa and they do not seem to have this issue.
10-14-2020 14:56
10-14-2020 14:56
11-30-2020 19:11 - last edited on 08-19-2021 05:17 by JuanJoFitbit
11-30-2020 19:11 - last edited on 08-19-2021 05:17 by JuanJoFitbit
This just happened to me tonight 🙄😔
I was just sitting in my chair and was getting up and looked down and the face was just flopping around. It still works but the face doesn't stay in place. Like you, I'm terribly
Moderator edit: merged reply
02-20-2021 12:35
02-20-2021 12:35
Just happened to me last night! I Google and found this. The face/screen was just hanging off. Very strange! I was trying to see if this was a known issue. Apparently it is! Bummed about this. I had a different fitbit after years ago that just stopped charging and wouldn't turn on. I gave Fitbit another chance and now look. Ugh! 😑