Versa's watch has a crack

[Bouran]

I purchased my Fitbit versa 2 around 3 weeks ago and I haven’t been wearing it all day yet. However some how I noticed a crack on my watch and I was shocked as it’s still brand new and there is no pre physical impact. It seems that there is something wrong with the production of the glass (manufacture defect). However after emailing Fitbit few times, they are clueless and useless. I never experienced such a horrible customer service. They told me that they won’t replace or fix it and that my warranty doesn’t cover it! I wasn’t even aware about an extended warranty.  The agent that replies to my case is basically copying and pasting his responses as if it’s a general reply. Just like an automated response. I am so disappointed and upset and currently being extremely cautious using it cze am worried the crack will get worse. It’s really upsetting that they don’t know how to deal with something like this and help resolve a customers complaint. What am I supposed to do with a cracked 300 brand new watch that’s supposed to be “high quality”?

Moderator edit: updated subject for clarity

[JuanJoFitbit]

Hi @Bouran, due to the recent events, I apologize for the delayed response. However, it's great to see you in our Fitbit Community.

I'm sorry to hear that your Versa 2 has a crack on the watch. I totally understand how you feel about this and we appreciate your feedback and comments since this help us to keep improving.

I was able to get in touch with our Support team and was told that they assisted you via email recently. I'm glad to hear that a solution was provided and you will be back on track with a replacement unit soon. Don't hesitate to get back if more assistance is needed.

See you around.

[nancynurseone]

Hi, My fitbit versa2 special edition was a gift purchased Dec 19th, 2020. I have been using it since Christmas everyday and love it. Today the screen cracked and I have been trying to get help. I called the phone number in the book twice, was on hold with music 20 minutes each time and the called just dropped while I waited. How do I get in touch with someone for help. I really want my screen fixed. 

[JuanJoFitbit]

Hi @nancynurseone, thank you for joining us in this thread and our Fitbit Community! I'm sorry about the cracked part that your Versa 2 has developed.

I got in touch with our Customer Service department and told me that they took care of your case and you are back on track with a new Versa 2.

As a side note, I'd like to invite you to visit our Discussions board where you can share your experiences, meet people and create new topics.

Hope to see you in our Fitbit Community more often! 😀