Sense face damaged

[REXL]

I have dropped two of my sense's and cracked the screen. It is disturbing that the screen can be broken so easily. I like the watch, but find it frustrating that users are not forewarned of the possible breakage and that it is not covered under warranty. If I had known damage was possible and that premium insurance was available, I would have signed up for it.

At a minimum, users should be given recommendations on how to protect the watch face from possible breakage.

Moderator edit: removed label

[EdsonFitbit]

Thank you for visiting the Fitbit Community, @REXL.

I'm sorry to hear about the difficulties you experienced with your Fitbit Sense. Thank you for the information provided.

Our team is constantly working to improve our products and services. Your feedback is highly appreciated.

The Fitbit Warranty can be found here.

Have a nice day.

[Djp80]

I had the same issue with my Sense. I've been wearing it for less than 3 weeks and the screen is cracked in 2 places from me bumping my arm on a doorframe as I was walking through it. What a complete waste of money. I contacted customer support and apparently cheap products and terrible craftsmanship isn't covered under their warranty. I was offered 35% off a new device. It didn't last 3 weeks! I'm not spending more money to buy another terrible product. Fitbit has gone downhill and they lost a loyal customer of 10 years for being cheap.

[Gr4ndp4]

Hi, @Djp80, Sorry to hear of your accident with your Fitbit "Sense", inevitably accidental damage is not covered under the warranty. If you had an accident in your car you would not be able to make a claim against the maker. The screens are Gorilla Glass 2 so not fragile by any stretch of the imagination. 

Good fortune with your next device.

Cheers

[Djp80]

While I understand where you're coming from, Gorilla Glass 2 should not break that easily,  so it makes me question whether or not it actually is that type. I feel like I received a defective device.  Either that or Fitbit has gotten super cheap on their production. My Sense was worn for less than 3 weeks and it literally bumped into the doorframe as I walked through. If that cracks then screen, then it's obviously a piece of junk. I've owned multiple Fitbit devices for years, but this one is terrible and to have customer service tell me too bad, there's nothing else we're willing to do to help you, is ridiculous. Products have gotten worse and the company doesn't stand behind them anymore. I will definitely have good fortune with my next device because it won't be a Fitbit.

[REXL]

I bought the insurance for $59.95 and it does not cover screen damage?????
I want my money back!
Rex L

[Djp80]

@REXL, sorry to hear the insurance doesn't cover the screen. That's one thing I'd expect it to do. Good luck getting a refund.

[REXL]

Thanks!

[EdsonFitbit]

Welcome to the Fitbit Community, @Djp80.

I'm sorry to hear that you feel that way. Thank you for being a loyal customer for 10 years.

Your comments are highly appreciated.

Thanks for your support, @Gr4ndp4.

Thanks for your response, @REXL.

The 2-year accident protection currently costs $14.99 and normally $29.99, it covers damage from accidents like drops, spills and cracked screens from day one as stated in the Fitbit Store. To have a better understanding of this situation, please tell me when did you purchase the Fitbit Protection Plan and when did you purchase your damaged Fitbit Sense?

I'll be waiting for your response.