Sense broken screen

[Chez57]

I bought a sense just after Christmas, a week later I spotted that the screen has a crack in it.

I haven’t knocked it or dropped it so sure this is a design fault.

I notice a few other people have had similar problems?

fitbit are doing the usual corporate official ‘we don’t care’ line.

I have owned a fit bit for 3 years and never scratched the screen let alone broken it!

they don’t even tell you how to get it fixed! 
does anyone have any recommendations as to how to go forward?

also, anyone thinking of buying the sense- don’t!!

Moderator Edit: Clarified subject

[USAF-Larry]

@Chez57, sorry to hear that.  As you noticed in the other thread about a "design flaw" with the gorilla glass screen, no one has figured out how the design could change to eliminate this perceived flaw. Unfortunately, the Fitbit warranty does not cover what is termed accidental damage. Check out the replies to these threads on this subject: https://community.fitbit.com/t5/Sense/Broken-Sense-screen/m-p/4539974#M5039  and https://community.fitbit.com/t5/Sense/My-Sense-3-screen-is-damaged/m-p/4667931#M12916 

[Chez57]

Thanks for the reply,
It’s easy for a big company to make up the rules and tell us what is
accidental and what is product failure!
I am in uk and know of no where that repairs this watch! Fitbit need to be
taken to task about this one until they own up to a product failure!
£250 is too much to just throw away especially as it was a birthday present

--
Tony Chering (H M Services)

[WilsonFitbit]

Hello @Chez57 Welcome to the Community Forums! @USAF-Larry Thanks for the input! 

Your feedback and comments regarding our Fitbit products are very important. These help to continue working on improvements to our services and products.

I was informed by our Support Team that you have reached out to them. If you have additional comments or if you require further assistance, I recommend updating your case so our team can continue assisting. 

Have a great day! 

[Chez57]

Hi,

I am very disappointed in fitbit’s response to my problem!
The person on the phone was less than helpful and left me with A £259
problem!

I can see from my experience and that of numerous other Fitbit users that
this screen has a problem and is not fit for purpose on what I consider to
be a very good piece of tech!
Even if this was my fault, I was given by your representative, no route to
have the watch repaired.

I have used fit bit for years, however, I have managed to get a refund from
the uk supplier and changed to Garmin for my tech from here on out!
Very disappointed in the company policy to not acknowledge a product
failure
Disappointedly

Anthony Chering
--
Tony Chering (H M Services)

[WilsonFitbit]

@Chez57 We're taking this into consideration so I really appreciate your effort on sharing your thoughts and suggestions on the matter. Since you have worked with Customer Support, I recommend sharing your comments with them so they can continue handling your case.  

Have a great day! 

[Chez57]

Thank you,
Can you give me an email for customer support?
I actually called them and spoke to them you see,
Regards
Tony
--
Tony Chering (H M Services)

[WilsonFitbit]

@Chez57 Our support team confirmed that you have reached out to them. They should get in touch with you soon. If you have additional questions, I recommend replying directly to your case or contact our support team again. You can do this here and make sure to refer to your case. Note that they may take a bit long to get back to you due to recent events affecting our operations. 

Have a great day!

[Chez57]

hi Wilson

thans for your reply.

I have now resolved the issue through a very helpful retail outlet that recognised the issue and gave me a full refund

i did contact a company who repair such items and they informed me that this is a known fault! Not accidental damage , but recognised by fitbit. 
they also told me that parts to repair this watch are unavailable outside of Fitbit. Therefore I could not get it repaired either.

this is a very poor show got an item of such value, especially as the blaze I owned before it was and continues to be so good and pretty much tank proof.

i stand by the fact that if a product is not up to its purpose, then it is a factory fault that they should take ownership of

i have gone to Garmin for my replacement.

not by choice, but due to fitbits posture and customer service on this issue

msny thanks for your input 

regards 

T

[WilsonFitbit]

@Chez57 Thank you very much for your feedback! 

Your comments and feedback about our products and services are very appreciated! These help to continue working on improvements. I also appreciate your efforts to resolve this and I apologize for the experience.

In case you may have additional questions or require further assistance, you can reply back to your case and leave your feedback as well. 

Have a wonderful day!