Sense screen broken

[Rnoller12]

I’ve had numerous Fitbit watches in the past so I bought my first Sense a month ago. The band detached numerous times resulting in a cracked screen from dropping on the pavement. As a sport watch,  Fitbit needs to make these a lot more durable. Very disappointing.  Need to find a more durable brand. Any suggestions?

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @Rnoller12. Welcome to the Community Forums. I'm sorry to hear about your Sense's screen. We‘re taking your comments and sentiments in regards to our products and services into consideration.

Please note the screen cannot be replaceable. When a tracker suffers damage while under warranty, you can contact Customer Support. Discounts and replacements depend on tracker model and other factors.

However, as our warranty states, it 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.

[Rnoller12]

I do understand your policies, however, as a long time customer, I will have to wait on how this situation is resolved for me.  At this point, I have spent $250 for a watch that has a flimsy band connector and as a result of this, now a broken screen.  I have sent the watch to customer service and will see how they resolve my situation.

[Clove6060]

I suggest you do your own due diligence on an alternative brand. There are a lot of threads on this issue stemming from many months ago. In those threads there are suggestions for alternative brands. Watch’s are kinda a personal preference with some having the features you want and a price point your looking for. Additionally consider a screen protector with the next watch you use.

Good Luck.

[JA613]

We have a Sense with a cracked screen as well, not even from a rigorous athletic activity. Fitbit has a terrible customer service policy! They will not replace with a refurbished or replace the screen which I was willing to pay for. Never again will I purchase a Fitbit product. $300 for a watch tat can not be repaired or withstand a fall from 2 ft. This watch isn’t meant for activity tracking if it can’t handle a fall. 

[MarnaB]

I'm combing the threads and appears this is truly an issue. My Sense fell off my wrist, hit the corner and cracked yesterday. I got this on pre-order from a fitbit employee back in October 2020, so it's way out of warranty. I'm not sure there are OEM parts to have this replaced at a screen repair store. It still works, but only holds a charge for 1.5 days (I don't use all the functionality on it). I should of listened to my brother and bought the Garmin.