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Sense screen fell off

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‎07-04-2023 11:22 - last edited on ‎07-07-2023 05:21 by Fitbit Moderator

‎07-04-2023 11:22 - last edited on ‎07-07-2023 05:21 by Fitbit Moderator

Purchased Sense in December 2022 and the face fell off in March 2023 (got it repaired/replaced? by Fitbit) and now the face fell off -- AGAIN. Fitbit denied my claim indicating it was cosmetic in nature. This is a known problem and I'm confused as to why Fitbit would deny this claim and call it cosmetic.

Moderator Edit: Clarified subject

Best Answer
3 REPLIES 3

‎07-07-2023 05:30

‎07-07-2023 05:30

Hi there, @Caddow.

I've moved your post to the Sense board so we can keep the forums organized. Thanks for letting us know about the Sense and the answer received for the claim. I understand how you're feeling and I appreciate your feedback regarding this situation. Because you have a case created, I went ahead and forwarded your post to our Support team so they can take a deeper look at your details. They'll continue helping you via email, so please keep an eye on your inbox.

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0 Votes

‎07-10-2023 22:14

In response to LizzyFitbit

‎07-10-2023 22:14

Well, got a response alright and the response was, "is your watch is unresponsive?"  Why would it not be?  As a matter of fact, it's face is literally hanging on by a thread and Scott tape.  WHY, WHY, WHY??  I just don't understand WHY you won't honor your warranty on a watch that so very new.  My next letter has to be to the Better Business Bureau because I have no idea what else to do ...

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0 Votes

‎07-11-2023 16:53

In response to Caddow

‎07-11-2023 16:53

Hi there, @Caddow.

Thanks for replying back and sharing these details with me. I'm sorry that you've had this situation with our Support team. This isn't the type of experience that we want you to have, and please know your feedback will help us to keep improving. I've forwarded your post to our team one more time so they can have all this information, look into your case and provide you with a solution. Please reply back to them if you have further questions, that'd be the best way to continue receiving help.

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0 Votes