Replacement Sense screen is cracked

[SamPup]

Bought a Sense on 8/15/21.  It stopped synching Weather to the app.  Called Fitbit on 11/18/21 and went through the whole cycle of diagnostic including factory restart.  In the end, Fitbit decided to send me a replacement.  The watch only arrived in a paper envelop.  When I opened it, the watch face was cracked.  I contacted Fitbit and was told via email that it was out of warranty and subsequently an offer to purchase another Fitbit at a discount.  I tried once more and received the same answer.  My questions are (1) How long is Fitbit warranty?  (2) The damage to the replacement Sense happened during shipment from Fitbit.  Why do I need warranty to have a good replacement?  

Very disappointing experience with Fitbit which is causing me to leave Fitbit to a competitive product.

Moderator Edit: Clarified subject

[Odyssey13]

Hi @SamPup  the warranty information is here - click to go there. You have one year from the purchase date if in the USA and two years in some European countries. I've asked a Fitbit Moderator to stop by to help with your concerns.

[Odyssey13]

I forgot to add - some credit card companies do have insurance we're not aware of, so if your original purchase was with a card, they might could help.

[LizzyFitbit]

Hi @SamPup. Welcome to the Community. @Odyssey13 Thanks for the heads up.

@SamPup Thanks for the detailed information. I'm sorry for the experience that you've had with your replacement and our Support team. I totally understand where you're coming from and rest assured your feedback will be passed along to prevent this type of experience from happening again.

While I don't have access to your case, I've forwarded your posts so they can evaluate your details and see what can be done to help you out. Please follow up with your email case should you have any further questions.

See you around.

[SamPup]

The first case. The Fitbit Support Team's response was dated 11/19/21.  To which I responded to clarify the points made in email from the Support Team but I did not receive any reply.

The second case.  When I called Fitbit, I emphasized twice to the "advocate" that the damage was caused by the shipment, somewhere between Indianapolis and my home, not by my carelessness.  The Support Team responded on 11/22/21 which was similar to the 11/19/21 email.  

Should I try the third time?

Moderator Edit: Personal info removed