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

[HelloOutThere]

I broke my screen after only having the new device (Sense) for 3 days.  I have been a 10+ years Fitbit customer and have never had an issue with the screen.  I was told the same thing no repair and we will give you a 35% discount for a new Fitbit.  I just paid a lot of money for my existing Fitbit. I do not want to pay additional. I am willing to pay to have the screen fixed. But that option is not available.  Which I now know is ridiculous because there have been so many problems with the sense screen. It should have never cracked as easily as it did. And if they know there’s a problem with the screens, they should have been offering to sell screen protectors online when you made the purchase. Even if it was a third-party screen protector. At the very least they should have said that there were issues and they highly recommend a screen protector.   I never thought to go out to Amazon and look for screen protectors for a Fitbit device because I did not have any issues in the past.  

I too will move on to Apple as soon as my screen gets to a point where I can’t see it anymore.  Fitbit used to be such a good company, not anymore. I can’t give away my money. I have to go with a company that’s going to back up their product.  

[aemurphy]

---

"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. "

- Exact same thing has happened to me, twice, EXCEPT both times my Sense fell face-first onto the tile floor was because the defective accessory band (which was the original band that came with my Sense, both times) released the device, not because I dropped it. The first time it happened, Fitbit replaced it because it was under warranty. The second time was only a few weeks later and the exact same thing happened except now they will only offer the discount to purchase yet ANOTHER device from them, so I can have the same thing happen all over again (I assume, since they're not even interested in addressing the faulty bands which I have reported to them).

It is excellent advice to call around to some of the "fix my phone" stores as you suggested, but unfortunately no one is willing to bother with them because they either a) aren't familiar with Fitbit Sense repair, b) used to be able to order parts directly from Fitbit but now there is no option to do so or c) are getting plenty enough business with other devices that are made so they can be repaired, so they don't have the time to look into any ways they can offer assistance.

We are shopping elsewhere right now and Fitbit will never get money from us again, which of course won't damage their business at all but is a pity for me because I really enjoy using my Fitbit Premium (read, PAID) service but I guess I won't renew that subscription either - I'll move on to something better. 

[HelloOutThere]

Thanks Jogger, it seems the issues are more prevalent than I had thought.  I’m with you, I hate to stop using Fitbit because the App is so good, but just can’t justify buying devices that are so defective the company won’t even stand behind them. 

[aemurphy]

Yes it definitely looks that way. Since there appears to be no way to get a good resolution directly from paid Fitbit customer service representatives (I have all my communication with them saved and can share if it could actually lead to resolution), I'm hoping that your status as a Fitbit Community Council member means you are indeed advocating for better quality of products and services. I don't even care that Fitbit and Google can be harvesting all sorts of tasty data from me - it helps keep things streamlined and efficient for the very busy life I lead. I absolutely will be moving on to a different service and product line, as much as I am not looking forward to the transition process. This type of constant headache and disruption is a reminder of why switching all of my life over will be worth it. 

[aemurphy]

This has been a terrible customer service experience and product quality experience. I am so disappointed. However, I get to rate my experience one last time directly with the Fitbit team and can at least be excited that today I will purchase a Galaxy Watch4

[Deechte]

Considering the fact that there are no repair options, has none of you tried DIY? If you ask me, one of these https://m.nl.aliexpress.com/item/1005004355202357.html?pdp_npi=2%40dis%21USD%21US%20%2440.00%21US%20... and a small amount of B7000 or T7000 glue (easily obtainable online) should do the trick. If my Sense's screen were cracked and I'd be out of options, I'd definitely try that.

[calmond]

I have the exact same problem, except that my Fitbit Sense just completely died after I cracked the screen and then got it wet.  Can't get it to even turn on or charge.  Lots of money completely down the drain.  I too am done with Fitbit and will probably end up with the Apple Watch too, although I never really wanted that. 

[HelloOutThere]

So frustrating, right. Not waterproof and cracks way too easy.

Tonya

[MargaretRiver]

To all who’ve left comments and are reading this. What a shame that an awesome product has such a poor approach to a common customer service issue. I’m now on my 4th Fitbit in 5 years. Fitbit fulfilled their product warranty on my last 1 year old Sense which suffered water damage in a 2m deep swimming pool. They replaced it. My replacement Sense, which I had for less than 1 month, developed a large crack but is still working for now. I have no idea how the crack occurred as I cannot associate the damage with any known event. I must have inadvertently knocked it on a hard object, but who knows. I would hope the people who run Fitbit are taking notice of the high incidence of their customers being completely dissatisfied with the lack of response or solutions for a device that’s highly vulnerable to screen cracks. Another issue is that the Sense chargers are of poor quality and wear down quickly, or break, on the contact points. Excellent customer service is what separates the great products from the ordinary ones. Think Apple, Bose, Maui Jim, etc… Come on Fitbit!!!

[HelloOutThere]

Agree, it is very poor customer service.  They should stand by their products or at least offer a way to have them fixed.

[DaveB62236]

After my Versa3 got wet last Thanksgiving, I purchased the Sense. Not sure how it happened, but like others on this thread, I noticed a crack this week.  I have been looking at repair options, calling cell repair shops etc with no luck.eached out to Fitbit and got the same response.  They offered me a 35%discount if I ordered a new watch  (Sense 2 and Versa 4 excluded).  Went to site and can't even find the Sense or Versa3 available!  Not shelling out another couple of hundred $$ for something like this again.  Goodbye, Fitbit.  Going back to the Amazfit for $60 that works great for what I need.

[Timster2010]

Sadly, Fitbit seem to be missing a vital part of the 'customer experience' equation because they don't and never have offered any kind of repair service, and the quality and durability of their products leaves a lot to be desired:

I bought my first fitbit in 2015, a Charge HR 1. After almost (not quite) a year, the strap broke - the first Charge HR was integrated into the band and could not be repaired, so it was replaced. The subsequent Charge HR display developed a line of dead pixels, and as it was now out of warranty I got a half price discount and upgraded to the Blaze. Less than a year later, the blaze charge contacts failed due to wear and tear (the contact metal was VERY thin, and the charge pins literally punch through it over time) and so was replaced under warranty - approximately a year later the charge point failed again, and again the unit was out of warranty, so I got a half price upgrade to an Ionic - which continued to work absolutely fine, up until the product was recalled, at which point I was offered a refund (which STILL has not been processed, almost 10 months ago and still waiting) and so I bought a Sense - couldn't really afford the outlay but I figured the refund would cover it (again, 10 months, still waiting...) During which time, the screen on the sense failed and was replaced under warranty.

So, in 7 years I've had 7 watches, out of which I have only bought two at full price (technically one when I eventually receive my refund) and one at half price and never had a replacement/repair due to lost/damaged through misuse, in each case it's been a defect...

I appreciate the technology that is built into these devices contributes significantly to the sale price, but at the end of the day if I spent more than £100 on a watch I expect it to last much longer than the 1 year warranty period offered, had Fitbit offered a repair service there is a very good chance I would still be using the original Charge HR, having gladly paid for subsequent repairs, or would have gladly paid full price for periodic upgrades - in any case I think it's fair to say Fitbit have lost money on me, and based on the customer experience I have had, the sense is very likely going to be my last fitbit device to boot

[DaveB62236]

Like you, this is my last Fitbit. Although the screen is cracked, it still functions well. I will continue to wear it until it either stops working or the screen gets to the point that it is no longer readable. There are other options out there… I will most likely go back to the AmazFit. Not as fancy but does the job snd if it only lasts a year. Much cheaper to replace!

Sent from my iPhone

[HelloOutThere]

I’ll have to check out AmazFit.  Thanks!

[mojocricket]

I dropped my Sense on the floor as I was putting it on and it cracked so badly it looks like it was smashed with a hammer, but it was just dropped three, maybe four feet!  DROPPED!  Not thrown with vigor!  Not tossed irresponsibly!  I just thought it was clasped on my wrist and it wasn't and it fell off... and looks like a car wreck now.  Can the company not SENSE that a lot of people have been let down by their product and would appreciate an apology or even better, a replacement?   Let's see if they can recover from this woopsie...  HELLO!!!!  FIIIIIT BIIIIIT are you there?

[gbrian9090]

You gonna really make me do this??  People people people, do you hear yourself? Did I fall asleep and wake up in the world became wussies? No, I really want to know? I'll wait.........Look I got my last two fitbits as a gift but you can bet your A if I flipped over 3bills on a watch they **ahem** well better have assessment place like every other company to replace damage done accidentally or even because maybe you're pissed off how poorly the wash is working and you slam it against the wall and need to get it fixed.  But to say, (with a nasally voice) hmmth!, Oh well, thssh!...I guessth they wont do anything and its not peculiar they didn't contemplate for this.  Wellth, theres not apples so what can I expectths?!?..  

You can expect when you pay a premium for a watch or any item that premium includes as with all respectable companies cares about their customers enough to know that these watches will break and have these kind of problems not to come back to his customers like you bought it from big joe in downtown chinatown for 10 bucks expecting him to give you a warranty on your $10 watch people. forgot six people wake up stop being worse pushovers you were the day before.  if not then stop bringing everybody down with these ridiculous complaints because last year it was a different company and you complain about the same thing been surprised when it happens again. the definition of that is called insanity. nice to know you're letting these companies you trust with so many things are literally making you insane huh? 

Mad now? good, then sit down, make a plan.

You're more powerful than you think and do something about it!🤷🏻‍:male_sign:

Moderator Edit: Formatting

[mrnandi]

FYI. I have found a place that replaces the screens online... It is a $140 for the Sense.

https://www.joesge.com/

[Naka55]

There are several YouTube videos on how to replace the cracked screen on FitBit devices.  On Ebay, there are also replacement screens available that are selling for about $15 to 20.  If you have any mechanical ability at all, you can DIY for a little more than 3 cups of Venti Starbucks.  

[DaveB62236]

Thanks! I’ll look into it. When I initially searched, the only option was about $150 so I figured it wasn’t worth it.

Sent from my iPhone

[SunsetRunner]

 hey all... I came here looking for a solution to fix my broken watch screen. Was disappointed reading all the comments but then I left this forum and found another site. I'm not sure if this is legit so proceed with caution. But it appears there's hope!