Sense cracked screen

[Michelleuk87]

My sense Fitbit official strap came loose causing my sense to fall to the floor and it now has a broken screen. Not repairable or under warranty form Fitbit, even though it was only purchased in November 2020. I’ve been an avid and loyal Fitbit customer, this is now my 6 or 7th style of Fitbit. No replacement screen offered, all that was offered was 35% off a new one. This isn’t good enough when the sense cost £299! Not good customer service at all. 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Michelleuk87. Welcome to the Community Forums. I'm sorry to hear about your Sense's screen. 

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. Nevertheless, as per what happened to your Sense it is not eligible for repair or replacement, but we want to offer you a discount to thank you for your loyalty to Fitbit. 

With the above being said, please bear in mind that our warranty doesn't apply to damage or defects caused by:

(a) use with non-Fitbit products

(b) accident, abuse, misuse, mishandling, flood, fire, earthquake or other external causes

(c) normal wear and tear or aging of the Product such as discoloration or stretching

(d) operating the Product:

     (i) outside the permitted or intended uses described by Fitbit

     (ii) not in accordance with instructions provided by Fitbit

     (iii) with improper voltage or power supply.

For more information about this, you can check our warranty policy.

Thanks for your understanding. See you around! 

[Michelleuk87]

Sorry but I don’t agree with what I have been offered. It was being worn with an official Fitbit watch strap and this gave why causing my screen to fall to the floor. This should not have happened!