Versa screen fell off

[Ashleyw1985]

My versa watch face separated from the actual watch.  I chatted with an agent and all the offered me was a percent off of a new watch.  They didn't even ask for pictures to see how it separated from the watch.  If this has happened to several watches why haven't they corrected the issue and why are they not replacing the tracker.  I will not waste my money with a company that will not stand behind their product :hundred_points:  just because a year has gone by when clearly this is a known issue!

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @Ashleyw1985, welcome to the Community Forums!

Hi , welcome to the Community Forums! 

Thanks for taking the time to share your thoughts and personal experience with your Fitbit device, I understand your situation and how frustrating this matter can be for you. Since you already received assistance from our Customer Support team, I suggest you to contact them back if you require further assistance or if you have any additional questions about the outcome of your case. Also, for a better understanding of the information they provided to you, please check our warranty policies here. 

Let me know if you have any additional questions, I'll be around.

[EdFrancis714]

I’d like to just chime in that FitBit would go bankrupt if everyone saw this thread.

Not only is the refusal to properly address a known issue an absolute insult, but so too are the responses from FitBit reps that reinforce the lack of concern.

My story: I got a Versa in the summer of 2018. I don’t swim, and never have showered with it. For the first year and a half, I *loved* this thing. So much so, that just seven months ago, I bought one for my girlfriend for Christmas. So much so, that just five months ago, I bought one for my mother for her birthday. So much so, that just three months ago, I bought one for a friend to help encourage him to take steps to lose weight.

About six weeks ago - just a few weeks after buying my third watch in six months - I was walking from my living room to the kitchen when suddenly my watch face popped loose. I slowly went back and forth with customer service for three weeks (it took them about a week to respond to each e-mail), and in the end got the same 25% discount offer.

A couple of weeks ago I took the phone to a repair shop, and they were able to get some glue in there and reinforce it. It went well for a while, but of course, I am now noticing some five between the face of the watch and its base, and feel like it’s a matter of days (or less) before I’m up the creek again. I’ll probably try some sensor-safe glue on my own and just wait on the thing to finally give.

When it does, I’ll NOT be using my 25% off discount. I’ll never give another dime to FitBit. It is an acknowledged and known error and that absolutely supersedes any limited warranty for companies that care about their customers. This isn’t our fault. FitBit knows that it’s not our fault. They simply don’t care, because, as it was chided to us above, they are a “global brand.”

Let me sum up the FitBit policy: “Buy our expensive and high-quality product. But just know, it’s going to fall apart after 1.5-2 years. In the unlikely event it breaks in the first year, we’ll take care of you. After the first year, we value you so little that we want you to buy the same defective again but this time, we only want to make a lot of profit instead of a ton of profit.”

Get real.