Sense screen cracked after 10” fall

[Unhappywaguy]

Slipped off my wrist onto the bathroom counter top and the screen cracked.  Now I find out fit bit doesn’t stand behind their products nor repair them even when their defective as this.  

[Odyssey13]

Hi @Unhappywaguy  the warranty information - click to view - says it doesn't cover accidents, which is what happened to you. If you paid by credit card, see if they have accident coverage on your Sense.

[Unhappywaguy]

The point of my post is that if this device can’t handle a minor drop from
less that a foot it’s obviously a defective design or made from substandard
materials. In other words a **ahem**.

[Clove5858]

People drop their phones and they break all the time. What are the choices for repair of your phone due to accident like that?  Did you have a protection device on the watch similar to what you can buy for your phone? 

[Unhappywaguy]

Try to answer your own questions.  Can you get protection for the sense?   Not that I am aware of.  If so tell me where.  Can you get the glass fixed?   Not that I am aware of and I have looked around.  If you know let me know.  Since YOU brought up the comparison to a phone it’s  pretty easy to get your phone screen fixed and I’ve never broken a screen with a 10” drop.  Phones are made for screen protectors but the sense is not.  I’ve read it loses some of its features if you use one assuming you can find one. Making excuses for a poorly constructed device with no support from fitbit doesn’t help anyone in the community. 

[Odyssey13]

Hi @Unhappywaguy  extra protection extended warranty IS offered when you first set up your Fitbit. It's actually offered several times and if you don't click to purchase it, you won't see the prompt again. Square Trade is one place that does offer extended warranties on Fitbit products, but it has to be purchased within so many days from date of purchase. These are the community forums and @Clove5858 and I are just Fitbit users, not employees of the Fitbit company. 

[SunsetRunner]

I actually took a tumble while wearing a Sense and landed very heavily on my left side and the watch impacted heavily on a gravel path.  No scratch or any damage was evident, anything has a stress point and maybe you were just unlucky it hit on a stress point.  I've seen people drop phones with no damage and also drop them and they instantly shatter, hence why you aren't covered for accidental damage.  So basically you're annoyed that you ignored the extra warranty offered and now want to vent on a public forum that Fitbit won't fix your mistake for free.

[LizzyFitbit]

Hi everyone. It's good to see you participating in the Community Forums. @Odyssey13, @Clove5858 and @SunsetRunner Thanks for sharing your insights and suggestions.

@Unhappywaguy Thanks for the details provided. I see where you're coming from about your Sense screen cracked and I'm sorry for this inconvenience. Let me explain that our team will evaluate your options based on the conditions described in the Warranty Policy. Our team constantly works on our devices and services to improve them, and the feedback we received from our members is a big part of that process. Be sure that your comments haven't gone unnoticed. While I don't have access to your case, you can get in touch with our Support team if you want to receive more details about your case and their resolution.

We want our Fitbit Community to be a place where users can come to share their feedback and stories in a positive and conducive manner, so please keep in mind the Community Guidelines when posting. Your opinions are always welcome.