Versa screen separates from body of the watch

[Cartref]

I purchase my wife a new Versa, to replace her lost Charge 2.  It lasted about two weeks, until the screen fell off the body of the watch.

She was not doing anything energetic, just standing in a queue, when the screen separated.

Now about a month later, it has happened again. No strenuous activity just getting out of the car with handbags etc. Screen just fell off the body of the watch.

The first incident we just put down to bad luck and we were able to get it replaced by the Retail Seller (who said they had never heard the like before).  But to have it again within a month with nothing that my wiffe was doing to explain why the Versa would fall apart.  It wasn’t bumped, hit or otherwise rough handling.

This quality issue is a major concern and she is worried about wearing it least it should happen again and she doesn’t notice until way to late.

Apart from the unexplained trend for the Versa to fall apart on her, my wife was very happy with it, its features, battery life and all.

Would anyone else have experienced something like this

David

[Bhudsonlvt]

That's the exact same thing I did and the two people I chatted with refused
to help.

Moderator edit: personal info removed

[Cartref]

That is what I would have expected of Fitbit and what they have done with my eldest son’s Fitbit.  He is onto his third itaration. 

[Cartref]

Well its official, my wife’ third Versa, has had its screen come away from the body of the watch and it was just being worn in everyday non excessive life.

So back to the Australian Retailer to get it replaced, but this is refelecting VERY badly on Fitbit’s quality controls around the Versa.

[JaniceMB]

Wow!  

I'm experiencing the identical problem your wife dealt with re:  The faceplate of the Fitbit Versa.   I'm on my 2nd replacement due to the faceplate detaching from the body of the watch, in less than a year.   Just posted a comment.  

[Melistar]

It sounds like there is an issue with the screens not being attached properly. I’ve had mine for 8 days and just noticed that the screen isn’t attached properly. While it hasn’t come away completely yet, the glass overhangs at the top and it’s slightly askew. Now I know why it died after being in water for 1 minute. If there is a faulty batch, Fitbit should replace them. 

[Cartref]

In terms of responses to customer’s issues, it is fairly appalling that no one from Fitbit has siren fit to comment on these posts.  There is obviously an issue here and one would think that Fitbit would want it understand what the problem is so that they can address it.

[Cartref]

In terms of responses to customer’s issues, it is fairly appalling that no one from Fitbit has siren fit to comment on these posts.  There is obviously an issue here and one would think that Fitbit would want it understand what the problem is so that they can address it.

[JaniceMB]

Update about my fitbit versa:  On 1/1/2019 fitbit customer service sent me a return label, on 1/2/2019 I returned the fitbit versa via fedex at no cost.  On Monday 1/7/2019,  I called fitbit customer service to provide them the fedex tracking # for follow up.  The customer service rep. stated the fitbit had been received and now has to be processed, within 5 days my fitbit replacement should be shipped to me. 

[Cartref]

Excellent news

Sent from my iPad

Moderator edit: personal info removed

[Dn1234]

Same issue and mine fell and broke and Fitbit won’t replace.  Very upset because I’m a long time Fitbit customer.  It’s an issue with the band and not me.  A month later it shouldn’t fall off a persons hand. I’ve had 4 other fitbits and I’m very unimpressed with the warranty and the warranty I bought that won’t cover it either.  

[Cartref]

Dn1234,
I am assuming that it was the Fitbit band that came with the Versa and if that's the case I would have expected it to be covered under the product warranty.

Not sure which country you are in, but in Australia is covered by a legal requirement for a 12 month warranty.

You mention that you bought a warranty, was that from the retailer of Fitbit?  If it wasn't Fitbit, you would have to claim separately.

[Dn1234]

USA and no they won’t cover it.  Apparently if I would have bought it from a retailer and not directly from Fitbit it would have been covered with their warranty. Kinda sucks.  It was the special edition band which apparently wasn’t worth it cuz that band sucks. 

[Cartref]

That sounds really strange, did they say why they would not cover it?

Your initial post seemed to indicate that you bought additional warranty, if so did you and who was it from?

[SunsetRunner]

Exact same thing happened to me. A couple months ago it popped off while I was watching TV, sitting on the couch. I thought it was a freak accident. Pushed it back on and it stayed for about a month. And then walking to my car one morning, it did it again. Just now, it fell off again. I guess I need to contact them....

[Cartref]

@SunsetRunner,
Depending on where you are you will need to contact either ther retailer where you bought it or Fitbit directly.  The later has mixed results if you read the previous posts.

[SunsetRunner]

I bought it directly from the Fitbit Store via the Fitbit app. I just chatted with their tech support and they are sending me a replacement.

[Cartref]

@SunsetRunner,

That is excellent news, congratulations 😃

[JaniceMB]

Hello Kelly94,

Absolutely, contact them! It's unfortunate, that this situation continues
to happen for no apparent reason.


Fitbit customer service representatives, tend to be a little scripted in
their approach but, hang in there.

Hopefully, they'll assist you in a timely manner.

Well wishes.

[Dn1234]

They won’t help. Thank god I have square trade and they finally approved my case and they are sending me a new one. I do believe that this is a Fitbit issue and a poorly made product. Sucks may not buy again after this.

Sent from my iPhone

[Cartref]

@Dn1234,

This sounds really strange and contrary to what some others have reported.  It would seem that there is no standard within Fitbit.

The main thing I guess is that you are getting a replacement, but it leaves a sour taste