Versa screen came off

[Earnie21]

Hi has anyone had a Versa unit coming away from the casing?  Suddenly today the unit was hanging off from the unit!!!  Not happy, I’ve had many problems with Fitbit starting with Charge 2 screen cracking, which was replaced by Fitbit, this replacement then developed cracked screen so I paid extra £100 to Fitbit to upgrade to the Versa and now this has happened. Totally lost confidence in the product. I’ve sent a long email and photos to Fitbit to find out emails are no longer accepted!!! Very frustrating to say the least. 

Moderator Edit: Clarified subject

[LizzyFitbit]

Hi @Earnie21. Welcome to the Community Forums.

Thanks for letting me know about your Versa's screen coming off and for taking the time to contact our team via email. I see where you're coming from about this situation and I'm sorry for the inconvenience this has caused you. Our team always takes our members comments into consideration to improve our products and services, and your feedback won't be the exception.

Since you already have a case created with the Support team, I got in touch with them to update your details so you can receive further assistance. Due to recent events affecting our operations there might be a delay in their reply, but they'll get in touch with you soon.

[Stacy1026]

I was sitting at my desk & the entire face of my Versa popped right off. I can't reattach it & it's obviously not working. This watch has been nothing but a disappointment & a problem since I got it (this is actually my THIRD because 2 other faulty ones had to be replaced while under warranty). I guess I should be thankful that it finally put itself out of its misery & I can get something different.

[LizzyFitbit]

Hi @Stacy1026. A warm welcome to the forums.

Thanks for sharing that the screen on your Versa came off, as well for the picture attached. I'm sorry that you're going through this situation. Our team strives to improve our products and overall environment, and your feedback will not go unnoticed as it'll helps us to evaluate our procedures and enhance your experience with our products. I've contacted our Support team so they can create a case and provide you with further assistance via email. Due to recent events affecting our operations there might be a delay in their reply, but they'll get in touch with you soon.

By the way, I’ve moved your post to this new thread so we can keep our forums organized.

[Earnie21]

Hi there

i have now had emails from the Fitbit team and the Versa unit has been replaced. As I said before this is the 3rd replacement unit I’ve had in 2 and half years. Initially 2 Charge 2 units and now the Versa. I have loved my Fitbit’s but do question the quality of the manufacture. 
Thank you for responding to me. 

[LizzyFitbit]

Hi @Earnie21. It's good to see you here in the forums.

You're welcome and thanks to you for keeping me updated. I see your point of view since your watches should have worked correctly. Your feedback will help us to evaluate and work on our watches to implement improvements on their performance and make sure we're delivering what our users want and need. If there's anything else I can do for you, please keep me posted.

[LKNBlondie]

So yesterday my face plate just flopped off and won't snap back on.  One piece that was attached to it saved it from getting lost (and of course that would be considered damage).  I sent pictures to them and they are making me take more in the format they are required to even talk to me.  I have a bad feeling I am out a lot of money . . .I understand they have to do their due diligence to see if they can replace it but they basically made me feel like I had done something to damage it.  It is maybe 8 months old . . .really disappointed.  They should have excepted my photos and replaced it.

[LizzyFitbit]

Hi @LKNBlondie. Welcome to the Community Forums. 

Thanks for sharing that the screen of your watch came off, as well for taking the time to contact our team prior to posting. Let me explain that there are some requirements that our Support team needs to fulfill to complete the warranty claim of your watch. I'm sorry if this caused you an inconvenience and while I don't have access to your case, l'm sure that your case is on good hands and they'll continue helping you with this situation.

By the way, I’ve moved your post to this new thread so we can keep our forums organized.

If you have another question, feel free to reply back.