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

[Blizzard35]

I can’t believe with all the negative press Fitbit has been getting that they are not doing everything they can to retain their customer base instead of basically saying “too bad, we don’t care!”

I am anxious for the next Apple Watch release coming this month, but after the way I was treated by Fitbit with the Versa fiasco, they have lost me, family members, coworkers and friends as customers.  Too bad as I actually like the Versa before it literally fell apart.

[Evy_57]

Same thing happened to mine, but unfortunately, my warranty had just expired. Any solutions on how to fix this problem?

[Evy_57]

I did the same thing you did but my warrant had just expired and they won't replace it.

[Blizzard35]

I have emails from Fitbit saying that there is "no" fix for the screen separating problem and that the Versa can't be repaired...so, there you are!  I will be ordering my new Apple Watch 5 this week, can't wait!

[Evy_57]

Yes, they will replace if under warranty. Mine had just expired so they won't replace it. The question now becomes if the watch can be fixed??

[Blizzard35]

Yes, I know they will replace it if it is still under warranty, but there are members on this board discussion that have had their Versa replaced over 4-times and every time the screen separates.  This is known "defect" on the Versa......they should have looked after customers that had experienced this known "defect."  They haven't done so and now the Versa 2 is out......I refuse to give Fitbit one more dime of my money when they basically said, "sorry about your luck pal" but your Versa is a couple months out of warranty.  You can buy another one from however.....don't think so.

[STINABRAY]

When my warranty is up I going to do the same thing. They should send a complimentary versa 2 to everyone who had issues with the first one.

[Msmead]

That is not true. My watch is under 12month manufacturer warranty and the
extended warranty - they refused to replace it.

[Cartref]

@Msmead ,

Did they give a reason for this?  On the last occasion for my wife’s Versa, they did offer to replace it once they received the damaged one.  So I don’t understand why they would treat you differently?

[Ange6]

@Msmead where are you based? In Australia our consumer law states that regardless of warranty product needs to be fit for purpose. I persisted with FITBIT customer service until I got a refund (after two faulty Versas I didn't want another one, which was disappointing as we have always loved FITBIT as a family)

Now have an Apple watch, 9 months in &  no issues so far. Good-luck 

[Msmead]

I'm in the U.S. I'll be calling them back tomorrow to try and talk to them
again. I just want another watch/tracker.

[Duck2070]

Every time something happens to a product I look it up on google , more
times than not it happens so often , the exact same thing so no it’s not a
surprise to the company, it is covered under manufacturers warranty, as a
manufacture defect so turn it in.

[Cartref]

@Msmead ,

Good luck.  Feel free to use me as an example if you like.

Moderator edit: personal info removed

[Cartref]

@Duck2070 ,

While I don’t disagree, much depends on the Country that you bought it in and their laws that cover warranties.

i know that in Australia it’s covered by a legal requirement to be fit for purpose for 12 months and under that law the retailer has to replace or refund for a 12 month period. So my wife had her Versa replaced by the Retailer 5 times in the first 10 months

[EmergencyMode]

If you had it less than a year they should replace it.  I've had my last Versa for about 6 months. I got some plastic protective covers for it on Amazon and so far so good (knock on wood). 

[fitlilbit]

I like that idea!  I have had three Versa's that had this issue (4 replacements total) in the year since I bought mine (July 2018).  I just had the last one replaced in June for the face popping up, a month before my year warranty expired and in August, it happened again to the one I just received in June!  I knew they wouldn't replace it, so I glued it with some cement glue product.  I got about another month out of it...yesterday the face came loose again.  I am so bummed because this is a quality issue.  But when I compare the versa with the Samsung Watch and even the Apple Watch, the Fitbit has more of what I want.  I want to buy another, but I can not see paying $200+ and taking a chance this will happen again.  I am thinking about the Versa Lite...did this screen separation happen to anyone that has that one?

[DavideFitbit]

Hey everyone, sorry for the late response, and thank you for sharing all your feedback and sharing your experience with this. 

I'm very sorry to see that you've experienced trouble with the Versa screen that separates from the body of the watch. It is particularly difficult when the device is no longer covered by the warranty, but even tough Support is eager to help with any problem you may experience with the product, they do need to adhere to the official warranty policy, this would start counting from the original date of purchase.

@Duck2070 @xToXicBeAutYx, I've sent your information to the Customer Support team for further assistance with this, but was informed that you have a case created or that you already got in touch with them. Keep an eye on your inbox. 

Thank you for taking the time to share your experience with this @Cartref @Blizzard35 @STINABRAY @Ange6,  it's good to know that you've received a replacement from the retailer or refund.  

@Kawale, I've gone ahead and sent your information to the Customer Support team for further assistance, so you should be getting a reply soon.

Let me know if you have further questions. 

[STINABRAY]

Have the found a solution to the problem yet?

[Cartref]

@DavideFitbit 

Can you advise if this has been fixed in the latest version of the Versa or is still a problem that you don’t have an answer yet?

[Cartref]

@STINABRAY 

I don’t believe so. When I last had a chat with them, I asked that question, but they didn’t answer it, so I just asked our friendly moderator and we will see if he answers it.