My Sense screen has fallen off

[reluctantworkin]

My Sense is less than a year old and the screen has just fallen off. This happened on my Versa too despite the fact that both watches have been looked after, I don't swim, no contact sports, and remove when showering as I prefer fabric straps.

I contacted support who confirmed it was a known fault but only offered me a replacement which is a  refurbished pre owned with only has a 90 day warranty,  or 50% off a new one,  which probably  also has the same fault.

Am I unreasonable to feel that I am being scammed here - and should be offered either a NEW replacement with a full warranty, or at the very least the remainder of my two years?

[Clove6060]

If you have not read the warranty, here it is.

I’ve had my sense without much issue since 11/20, so not all fail.

[Av711]

Yes this happened to me too. It was just a month outside the warranty period and they gave me 35% off. So I bought another one. This one has worked exactly 16 months and multiple reboots won't fix it. Several others in the community have faced this issue and now Fitbit is offering another 35% off the next one. I did a rough calculation having had a Fitbit One, Versa, Sense and replacements since 2016. These cost about $18/month because of their short lifespan. Definitely one of the inferior products in the market today.   

[BonMel]

I wrote a series of posts about the same issue.  In my opinion Fitbit customer service tanked over time.  I said at that time that I wouldn’t buy another Fitbit product and I didn't.  Treating your customer base poorly will result in people going elsewhere.  I'm very happy with a smartwatch that pairs seamlessly with my iPhone.

[reluctantworkin]

If they just replaced it I wouldn't feel so aggrieved - It is purely the fact that the replacement is actually a refurbished....and the fact that it also happened to my Versa previously,. Back then I was happy to toss more money at it to bet a better model, Now, I flatly refuse to spend any more money just to get the same crap a year later.

[Av711]

Would you please let me know what you went with?

I wrote up a post here just last night about my experience too. They've given me 30 days to use a 35% discount which I find in poor taste. I mean if you want to give a discount why put a time limit on it if you truly want to retain the customer? Second, why not replace the watch when you've admitted there are zero ways to troubleshoot or repair the device. Their response was that this is their policy and asked me to understand that they cannot do anything else because of policy "We hope that you can understand that we are bound by the policies put forth by Fitbit and as such are required to uphold them. We wish there was something that we could offer you, but we are at the limit of what our policies allow." 

Researching garmin and samsung. I have an iPhone too (husband as an apple watch) so trying to finalize one in the next week or so. 

[Av711]

Yep completely get it. I've not spending 65% of price list on any Fitbit device either and this is after my 3rd such experience. 

[reluctantworkin]

Clove6060

If you have not read the warranty, here it is.

I’ve had my sense without much issue since 11/20, so not all fail.

where?

did you mean this part of it .....If such a defect arises and a return authorization request is received by Fitbit within the applicable Warranty Period, Fitbit will, at its option and to the extent permitted by law, either (1) repair the Product at no charge, using new or refurbished replacement parts or (2) replace the Product with a New Product or Refurbished Product. In the event of such a defect, to the extent permitted by law, these are your sole and exclusive remedies. 

[BonMel]

Apple Watch 8.  Far superior to any of the different series of Fitbit products I bought.  More capable!

[reluctantworkin]

I've gone for a replacement.  when that  goes, which I suspect will be within the next few months I shall walk away, which is a shame because I LOVE fitbit. It has everything I want on it.

I had a galaxy before which was quite nice....maybe I will look at a Garmin. I'm not a huge lover of apple as I hate being locked into one brand.....and again - I loved my fitbit... I really thought it would get even better when Google bought it...🥺...so wont be touching the Pixel with a bargepole 

🤞

( unless I'm the really lucky one for whom it will work blissfully and with no battery problems for the next three years, in which case I shall think again.)

[reluctantworkin]

or maybe Fitbit will start selling the glue kits with the watches .....