Versa screen stopped working and my warranty has expired

[BaltimoreLori]

My Fitbit screen went completely gray while I was working at my desk. I called The help center and they ran through every fix possible. They passed me on to customer service and I have since been informed that they will not be able to fix the watch but will offer me a 35% off a new one . How is it they do not have a fix for a well-known issue that tends to happen past the warranty. They do not back their product up. They are unwilling to repair, replace, or refund. They also have not fixed the issue so why would I want to buy a new one? Has anybody been able to resolve beyond the suggested fixes of changing the clock face, resetting it, doing a hard boot, and doing a hard boot in the charger?

If not, Fitbit has lost a customer forever.

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there @BaltimoreLori, welcome to the Community Forums. We're sorry to hear that your Versa's screen has gone grey. We understand where your concern is coming from.. We understand where your concern is coming from.

Thanks for your question about why we offered a discount towards a new Fitbit product instead of a replacement of your existing Fitbit product. Our limited warranty provides repair or replacement of products that have a defect while still in the warranty period. Your device is out of the warranty period, and therefore is not eligible for repair or replacement, but we want to offer you a discount to thank you for your loyalty to Fitbit.

Please note that our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy is set into providing as much coverage as we can.

Keep in mind that every case is completely different from the other's, thanks for taking the time to share your experiences and feedback. For more information about the outcome of your case, please get in touch with our team again or you can check our warranty policies (fitbit.com/legal/returns-and-warranty) for a better understanding of the information that was provided to you.