Versa heart rate sensor damaged

[OscarM53]

I ordered a special edition Versa in late May 2018, I received it around June 1st, warranty just expired, I discovered the unit had developed cracks in the case around the heart  rate sensor, I called fitbit and the rep said the cracks in the case would not have been covered under the warranty any way. This watch was never subjected to any shocks, never dropped, I am sure the cracks showed up as a result of bad materials in manufacturing, something wrong when the unit was assembled or they were caused by the vibration feature (I have used the alarm just about every day for a year). The cracks are radial with the center of them being the heart rate sensor. This should never have happened, fitbit has fallen from the high regard I had for them. Looks like Samsung will be getting my business next.

Buyer beware, check your Versa for cracks in the bottom of the case.

I tried to include a picture of the cracks, but apparently I am not allowed to do so in this forum, the Insert/Edit image button does not let me choose a file to upload.

Moderator edit: updated subject for clarity

[AlvaroFitbit]

@OscarM53 A warm welcome to our Community!

Let me help you with your damaged Versa. For physical damage it is better to contact our Support team like you did as they are the ones that can verify the warranty status and provide a replacement if needed. Support does follow the guidelines listed in the warranty so if your device is outside the warranty period they won't be able to replace it. Still thank you for sharing your feedback.

By the way if you use a computer and a browser you should be able to add a picture, there aren't any restrictions about them.

Let me know how it goes.

[OscarM53]

This photo shows the cracks in the case

[OscarM53]

Unfortunately, I discovered the cracks a month after the warranty had expired. Too late for me, but other users might want to check their Versas for the same cracks and claim the warranty. I doubt my Versa is the only unit having the issue. Fitbit engineers should find the cause and fix it, for the 230 dollars I paid for the Special Edition Versa I expected the watch to last for a lot longer than just one year.

[Jopane]

My Versa 2  developed similar cracks, while under warranty.  I sent a photo and explained I was worried about it not being water proof, and the heart rate reading became extremely erratic.  (58 while exercising, 115 while reading?)  I was told it was cosmetic and not covered.  Tried to escalate and was told the same.  3rd Fitbit to fail in under 18 months.  This is the last Fitbit for me.