Sense screen cracked and Fitbit won't replace it

[bijagua]

I’ve had my Sense for a little over a month. This morning I knocked it on the bathroom doorknob when walking by and the screen cracked. I was truly surprised because I didn’t hit it hard and it’s a workout watch for goodness sake. I immediately contacted support and they offered nothing, no resolution of any kind not any recommendations. I am frustrated. I’ve been wearing Fitbits from the beginning and never have had any issues. I loved them and have “sold” them to anyone that would listen. I canceled my premium subscription but I’m having a hard time deleting the entire account. I so want to stay loyal. Any suggestions on how to resolve this or should I throw in the towel?

Moderator Edit: Clarified subject

[SteveH]

I'm afraid they are just sticking to the terms of the warranty that exclude accidental damage - it wasn't their fault that you had the accident. You can check the full terms via the link at the bottom of this page.

[bijagua · Accepted solution]

I realize that, but just because they don’t have to doesn’t mean they can’t or shouldn’t in certain situations.

I’m not sure what I was looking for exactly but maybe some information on where and how to get it fixed or where to buy replacement parts. I guess I should have researched the lack of durability prior to purchase. It’s an expensive lesson.

[MarreFitbit]

Hi there, @bijagua. Welcome to the Community Forums. I'm sorry to hear about what happened to your Sense' screen. We‘re taking into consideration your comments and sentiments in regards to our products and services. @SteveH Thanks for your help and support! 

Please note the screen cannot be replaceable. Before doing something to your watch, please review Availability or repair facilities/spare parts and Exclusions and Limitations. 

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.

Regarding your question about your Fitbit account, please see How do I delete my Fitbit account?

Thanks for your understanding. Have a nice day!

[Clove6060]

Search via google for Fitbit Sense LCD replacement part. I’d tell you the name of the company that does repair but I received an email from a moderator last time I mentioned the company in a post. The post was removed due to self promotion and violated the forum rules.

In the post,  I stated that I have no affiliation and never used the company. But by Fitbit standards, I guess it is a violation and subject to removal.

I will also say the cost of the Entire LCD screen with this outfit was $200. Don’t believe that included labor but it may have.  You send the watch, they repair and mail back.

May be cost prohibitive in that, the expense does not warrant repair. Good luck! 

[bijagua]

So I understand that it is outside what is covered in the limited warranty. Once again just because it is doesn’t mean you can’t/shouldn’t work with your customer to find resolution. 

I also see that you are saying that there is no way to fix the problem either. No parts available or service options approved by Fitbit. Wow, I’m confused and flummoxed. I wasn’t questioning how to delete my account I was just trying to convince myself not to 😞 

[Clove6060]

You’re in a bad spot. Maybe Fitbit will give you a discount on a new watch. I’ve heard of that being done in some cases. If you get a new/refurbished  Sense, I suggest you get a protective cover. 

[bijagua]

Fitbit hasn’t offered anything. I got a protective cover to hold the glass on and to prevent further cracking. Unfortunately it covers over the sides which means the ECG and EDA scans won’t work, the reason I bought the Sense 😢 Not sure there is a protective cover out there that allows those to function.

[Clove6060]

I’m using the same thing…..TPU protector.

I’d rather remove the protector to use the  ECG and EDA than have a cracked screen. Not to be the bearer of bad news or further agitate you but  moisture gets between the crystal and the protector when you work up a sweat. Hopefully it won’t seep into your watch internals. 

[Sarahdem]

Seriously? This is a $400 smart watch that’s supposed to be very strong military design and they refuse to replace when you hit it slightly and it cracks?? What happened to fitbit? Their customer service used to be stellar, now it’s complete crap. Let me guess they offered you 35% off a new one? 

[Sarahdem]

That’s brutal. $400 wasted on something you don’t support. It wasn’t supposed to smash that easily according to the description. Fitbit has gone way down hill. 

[Rich_Laue]

The extended warranty, offered by a third party, does cover accidental damage to screens. My extended warranty on the phone is covered through the same company. 

While I haven't used them for my fitbit, I have had 2 screens and a glass back replaced by them.