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

[BeastyHillbilly]

I just got off chat with them as my screen separated from the casing last night while laying in bed. I do workout a lot and am pretty active with it, but I've never banged it on anything or been rough with it. Heck, I've never even worn it in the shower even though it's waterproof. I purchased mine from Amazon.de last year in May while living in Germany. I have the special edition that has the Fitbit Pay as well. While I was on chat, he had me take a picture of the damage and send it to him. He reviewed the picture and told me that I was eligible for a free replacement. I've filled out the form and have a new one on the way soon!!

[Bruder2]

Good luck with your replacement, it seems in many peoples experience the replacement has the same issue. 

[BeastyHillbilly]

If they keep sending me new ones every time, I don't mind. Even if it is inconvenient. Mine hasn't completely detached yet, only from the bottom. It still works, I will just be a little more careful with it around water knowing it's not water tight anymore.

[Cartref]

@BeastyHillbilly 

Good luck with your Versa, I hope it doesn’t fail again, but after my wife’s experiences, I would not count on it.

Also they will only replace within the warranty period even after 5 failures, they told me their policy was only 12 months coverage unless their were local and overriding laws.

[LiliyaFitbit]

Welcome to the Fitbit Community @Ksnb @Cartref @EmergencyMode @LMM60 @Bruder2 @Yaalove @JaniceMB . It's nice to see you around @Mpeters82 @BeastyHillbilly @Judyblueeyes . I am sorry for the delayed response. 

@KsnbI appreciate your participation in the Forums and sharing your experience with your Fitbit Versa and Customer Support. I am sure they tried to help you in the best possible manner, each case is reviewed individually and a solution that's being provided is based on the Fitbit Warranty. I am glad to hear your credit card gives you a 2-year extended warranty and you filed a claim. 

@Cartref I am sorry to hear your wife is going through this situation with her Fitbit Versa. I appreciate your time and feedback, our team is always working on improving our devices and user experiences, and your comments are always welcome. Upon checking with our Ssupport team, I was told that you have already contacted them. I know they will be glad to help you out and provide you a solution, please keep working with them. I appreciate your participation Community and providing the helpful tips and support to other users. 

@EmergencyMode thank you for joining the conversation and sharing that your Versa was replaced 4 times. Our Support team always tries to help in the best possible manner. You can take a look at this page for more information about the warranty policy. Thank you for sharing your thoughts and feedback since this helps us to keep improving.

@LMM60 I appreciate your efforts to resolve the issue you're experiencing with your Fitbit Versa. Thank you for taking the time to contact Customer Support. I am sure they tried to help you in the best possible manner and reviewed your options based on the Fitbit Warranty. I am glad to hear your daughter-in-law ordered you a new tracker. I appreciate your feedback and hope you continue working on your goals and enjoy the Fitbit experience.

@Mpeters82 thank you for sharing the details of the issue with your Fitbit Versa. I'm sorry to hear about your experience with the device and Customer Support. I understand how you are feeling and appreciate your feedback. We're constantly striving to improve Fitbit products and services, and we very much appreciate all of the input we receive from our customers. 

@Bruder2 thank you for sharing your feedback and experience. I am glad to hear you've received a replacement and hope you continue enjoying your device without any issues. Your feedback is appreciated, Fitbit is always working to improve its trackers and watches. 

@Yaalove thank you for your participation and sharing your thoughts and feedback. I'm sorry to hear about your experience. I'd suggest to keep communication open with our Support team since they have already all the details of your case and special tools to continue assisting you. 

@Judyblueeyes I'm sorry to hear about your experience with your forth Versa. I totally understand how you are feeling. Upon checking with our Support team, I was told that you have already contacted them and that they were able to help you. 

@JaniceMB I appreciate your participation in the Forums and your comments. 

@BeastyHillbilly thanks for taking the time to get in touch with our Support Team regarding the issue with your device. I'm glad to hear that you had a great experience with them and now you'll receive a replacement!

I'll be around if you need further assistance. 

[Cartref]

Thank you for these updates.

My wife & I decided not to continue with the support option, where a full replacement had been offered as we were not confident that the same issue would not happen again.

My wife opted to exchange the Versa for a Charge 3 and she is happy with that.

Sent from my iPad

Moderator edit: personal info removed

[LiliyaFitbit]

Hi @Cartref , thank you for your reply. 

I understand your point of view and appreciate your wife's interest in Fitbit Charge 3 tracker. I really appreciate your time and feedback. 

Thank you for letting us be a part of your health and fitness journey. Looking forward to seeing you around the forums!  

[Judyblueeyes]

Please let me know what you choose as a replacement. I’d like to find something with similar options as this Versa, but without the whole screen-popping-off issue!

Sent from my iPhone

[LiliyaFitbit]

It's nice to see you around @Judyblueeyes.

I appreciate your participation in forums and your interest in Fitbit products. I understand how you feel regarding the issue you experienced and hope we can continue to provide you with Fitbit devices you love and help you reach your goals. You can check out our comparison page at https://www.fitbit.com/compare, where you can see at a glance the features that each device provides.  

If you have the time, be sure to post in our Discussion boards. Lots of different topics to talk about with other Forum members.

Keep on stepping!

[EmergencyMode]

Well, we asked for "Fitbit" to respond, but this message could have been kept. I'm glad they are glad to know my watch was replaced 4 times. I, however, am not. Good customer service would try to make the customer feel good about their purchase. I'm just waiting on my last watch to break.🤷🏾‍:female_sign:

[JaniceMB]

@EmergencyMode 

Agree, it is nice to know someone heard our concerns.  

Best wishes!

[Cartref]

@EmergencyMode ,

while I agree, we must appreciate that at least the page is being viewed an that hopefully our collective pain will achieve some benefit for future Versa owners, even if it hasn’t helped us at all 😔

[JaniceMB]

@Cartref 

Well said!

Sincerely.

[LiliyaFitbit]

Thank you for your replies @EmergencyMode @JaniceMB and @Cartref.

I appreciate your participation in the forums and sharing your feedback and concerns. Please know that we provide feedback to our team based on the Community posts and we are always working on improving our devices and overall environment based on what you share here.

If you have any questions, feel free to let me know.

[Ksnb]

Hi Liliya

My credit card company wants a repair estimate before they will reimburse me. The support at Fitbit that I chatted with told me it could not be repaired. can you provide a statement for me to submit that it cannot be repaired or the cost that it would be to repair it?

[LiliyaFitbit]

Hi @Ksnb, thank you for your reply. 

I understand that your credit card company requested some details regarding your device. I would like to advise that Fitbit doesn't have any physical repair centers that can accommodate servicing or repairing your device or provide the cost of repair. You can find more safety and product information here. 

If you have any questions, feel free to let me know. 

[NanHart]

The same thing happened to my daughter's Versa yesterday.  She was just walking and the whole screen fell off of the watch with no impact at all.  She called customer service and they said they won't do anything since she has owned it for 1 year and 60 days.  They said if it was a year and 30 days old they might replace it.  They said they would offer her 25% off.  She said no thanks.  Why would she want to buy another product with poor quality.  My husband was able to plug the cable back into the screen face and superglue it back together, but it wasn't easy because they screws were so small to work with.  Now today her heart rate won't register so she is going to try a factory reset.  At this point I would not recommend a Versa based on paying over $200 for it and it breaking for no apparent reason after a little over a year.  Very disappointed with the quality and FitBit's lack of standing behind their product especially after seeing other people having the same problem.  Obviously this isn't an isolated incident.

[CRobbie]

Thanks for the reference. Just purchased one.  After reading all the articles about Fitbit's not helping with repairs or replacements, this may be an inexpensive fix. 

[Cartref]

@CRobbie 

I have to say that apart from my wife’s experience with her Versa, Fitbit’s reliability and support has been very good.

My eldest sone went trough a number of Charge HR’s over a period of many years with the incorporated band coming apart.

Replacement was not a problem, 

That is why the issue with the Versa is such a surprise and a major disappointment.  Why would a company with such a good reputation persist with a product with serious issues and to make it worse provide such poor service.

It make absolutely no sense.

[JaniceMB]

@CRobbie 

Fitbit customer service,  has been more than accommodating with replacing my fitbit Versa, each time my fitbit Versa watch separated from the body of the watch.

I hope this helps .