Sense screen cracked and no repair options

[Patrick_NL]

Hi all,

I have a Fitbit Sense which I accidentally dropped, resulting in a cracked glass screen. I contacted Support and asked for repair options. The initial contact resulted in the following feedback 'our team will review your device's warranty.'. This followed up in an e-mail in which Support stated 'In regard with your concern, we are sorry as your device's issue is not covered by our warranty policy.'

Sure, I get that. I dropped my Sense which is not covered by the device's warranty. 

I understand that the cracked screen of my Sense is not part of the warranty, but that wasn't my inital question. I'm asking for my Fitbit to be repaired or replaced (if that's the only option) and are willing to pay for repair services. Support stated that 'In regard with your question, we does not have a repair center where you can send or bring it. Also, all of our Fitbit devices screen are not replaceable as it is attach with the device itself.' 

I now have a damaged device which I paid quite a lot of money for, I am supposed to walk around with a damaged device since Fitbit fails to provide repair or replacement services? This actually can't be the case 😡

Moderator Edit: Clarified subject and personal info removed

[Heather-S · Accepted solution]

@Patrick_NL Sorry to hear that you dropped your Fitbit and it the screen cracked.  Fitbit does not have the option to repair screens and never has.  You could try to find one of those "fix my phone" stores that replace the glass on phones to see if they'd be able to fix your cracked Fitbit screen.  That's the only option I think you might have some luck with.  Otherwise, you're stuck with a broken screen until you replace the device.  

[MsLex05]

I am in the exact same situation. I had the versa for years and no issues. I have been loyal to Fitbit for many years and all you get is the standard “not covered under warranty” response. Fitbit's quality and customer service is what has always kept me from getting an Apple Watch. Guess it’s finally time to make the switch. I just wanted a repair and was willing to pay as well. I have only had the sense for a few months. My sister has an Apple Watch and they repaired it no questions asked. So bummed in Fitbit and it’s customer service.

[chrissynewt]

Mine broke today. I have been a super loyal fitbit user for 6 years.  Got the new sense the week they came out this last fall.  Broken and a mess. Really disappointed.  I am now reconsidering an Apple Watch which I despise.  I want a fitness watch.  For fitness. Not all the other.  But I am not delicate enough to keep paying $400 every time it break.  So bummed.  

[GCamy]

Hi Patrick, the same happened to me. The “solution” I found was to purchase a screen protector, at least the glass pieces aren’t falling off and the damage is less visible. The protector I bought in Amazon is called CAVN Protector. It fits perfectly and the touch screen performance is the same. And just paid 9 eur for 3 protectors. Hope that helps you.

[Clove6060]

Are you referring to the protector shown below?

 

I bought this protector.  They seem similar if not identical (same time and date with either advertisement as well as Fitbit app/community).

I like it a lot and my screen is flawless after 7 months.

 

The only big dislike I have is that moisture gets under the protector. It is not a big deal but it happens gardening in the heat or on the treadmill.
It is the lesser of two evils. I either clean it repeatedly or I have a cracked/scratched watch.

Below is after digging in my flower garden all day.

I bought the 4 pack and the one below I’ve used for 7 months. It’s starting to get a little discolored but not bad for 7 months and I still have 3 brand new ones. 

 

[GCamy]

Yes, referring to that protector. True, it gets wet inside and it is a bit annoying ( though, with practice, it takes 5 sec in removing the protector, dry and put it back). But I agree, I better that than the cracked screen...!

[Clove6060]

Yes I to am a pro at removing and cleaning the protector, the screen, the charge points, and the band!  Gotta take care of your stuff! 😉

[esuttle]

the problem I have with this is that I bought this watch so that I could use it for swimming. Even with the screen protector the device is no longer water safe. So just a ton of money down the drain

[GCamy]

True, that “solution” is not suitable for swimming...the Versa 3 is not so new anymore, so maybe soon you/we will be able to find replacement screens...

[AlexEde]

I also just broke my screen. That’s so annoying you can replace it.

[amandaatamanczy]

Shoot!!!!!! 

[userzero]

Just curious - did were you ever get your Sense fixed?

If so, did you DIY it or go through a repair shop?

I haven't even had mine for 2 months and the screen is cracked. I've taken fitbits on Spartan races and they've survived, unscathed. This Sense though... I can't even figure out what I would have hit so hard that would have broken my screen, but not stood out in my memory. I guess they don't make 'em like they used to 😕

[GCamy]

Hi, no never got it fixed 😞

Obtener Outlook para Android

[Bexadcox]

I wish I'd read all of these before buying my device. They had a recall on the Ionic and so I got this Sense, dropped it ONE TIME (it's super new) and now I'm stuck with broken glass or the choice to pay a couple of hundred dollars for a replacement. I can't believe a smartwatch designed for tracking activity is so fragile and they don't stand behind their products. 

[MsLex05]

I ended up getting an Apple Watch and as much as I miss the Fitbit app. The Apple Watch provides so much more options!

[Scotsgirl]

My screen broke too.  Sense actually fell off watch band which came loose. Had to buy new one.

[aemurphy]

Hi, can you update on how your screen protectors are holding up? 

[aemurphy]

Same here. They sent me a refurbished model the first time the strap lock mechanism failed and my screen shattered. The strap lock mechanism failed again and it fell 3 feet to the tile and shattered. Now they just want to offer me a discount to buy ANOTHER one that will also fail. 

[sciocco]

I just noticed a little cruck on my sense (no more than 5-6 mm) and I was very surprised that anything like this could happen because I never dropped the watch! I took a shower after exercising and while dressing I noticed this small line on the screen. I thought it was dirt but no rubbing could take off this kind of dirt, it was not dirt, it was a small crack. I got online with fit bit and everything went as it happened to you:  'In regard with your concern, we are sorry as your device's issue is not covered by our warranty policy.' No additional info if it was possible to repair it or advice on how to resolve the problem, even if I had to pay for it. Nothing! Here I am copying the answer I got from fit bit:

Hi Luciano, 
Thanks for providing additional information. Unfortunately, your product doesn’t meet the replacement requirements of our warranty policy. For details about our warranty policy, see fitbit.com/returnsYou can learn more about the latest options in the Fitbit family of products at fitbit.com/compare and fitbit.com/storeIf you have any other questions, please visit help.fitbit.comSincerely,

Diego L. and the Fitbit Team

Now after buying 5 watches from them I expected a better response. I am a retired old guy and I cannot afford to buy a new watch every 7 months (that is how long I have had my sense) at $ 350. I expect it to last a few years and when something happens I want to repair it where possible. Instead

I got nothing. From a big company like Google I expected better, but that is not the case so I made a decision: I will never buy a fit bit watch again!

A good company takes good care of its customers, instead, we are discarded like we are nothing to them and so this company is nothing to me.

I say this with disappointment because I loved the way the software worked, nice and easy but I cannot afford Fitbit anymore. I will choose a company with quality of products, good long hours battery, good customer service and warranty. All things this company is not!