Sense screen is broken

[Watsinaname]

I  had a fitbit ionic an had a replacement. I bought a fitbit sense, now 1 week later the glass is already broken. Never had problems with my ionic. Fitbit tells me to buy a new watch. The sense can not be repared.... are there more people with the samen issue?

Moderator Edit: Clarified subject

[Clove6060]

There are quite a few people with broken screens.

no repair unless you want to send it off to 3rd party for repair. Very expensive. Do internet search and you will see.

[Maray09]

I have the same issue. Had my Ionic for 2.5 years with no issues. Ordered the fit bit sense due to the recall and I've worn it 2 days and tapped it against the bathroom counter and it cracked. I just called and they said it's not covered. How and I supposed to wear this device daily for tracking and it be that fragile? 

[PaulMe]

"Fitbit tells me to buy a new watch."

Not helpful in your current situation I realise - But, when I purchased my Sense a couple of weeks ago I also ordered a tempered glass screen protector - 3 of these...

For Fitbit Versa 2 3 Versa Lite Sense Full Cover Tempered Glass Screen Protector | eBay

They arrived the same day the Sense arrived. If they hadn't I would have waited before setting up and using the Sense.

I do the same thing with mobile phones. No use until I fit a protective cover and tempered glass protector. I simply don't trust myself. Accidents DO happen, even though I'm generally careful.

This is just me, but I don't trust the screens on these devices. It doesn't take much to crack them. A tempered glass protector just gives a bit more blunt force protection that may save the screen. These screens fairly easily scratch - not to mention micro scratches that appear over time on the screen.

It would be a nice gesture if Fitbit shipped a protector in the box, like some phones shipping with a TPU silicon case.

Sorry for your loss. These are not cheap devices for most.

[Guy_]

Broken glass may be covered by house insurance, or possibly credit card coverage insurance.

[Watsinaname]

I don't think it's just us who have this problem. And ionic can no longer be used because it is disconnected. I am very disappointed that Fitbit does not accept this screen problem. This makes it an expensive Fitbit Sense.😌

[Watsinaname]

 I do think that is the best solution. The screen of the Sense is not completely flat and therefore very fragile. It is frustrating that after 1 week I have a worthless tracker.😠

[Watsinaname]

I think the franchise is almost as much as a new tracker. But be sure to check it out. Thanks for the tip.

[Maray09]

I really had no idea how fragile this watch is. I've used fitbit products since 2016 and this is my 4 or 5th product. I agree that fitbit has had so many complaints about this screen that they should send a protector with every watch. Thanks for sharing your tip.

[Guy_]

Hi @Maray09  - what a BRILLIANT idea.

I hope that Fitbit pick up on it and include it in the box for all new waches.

[Maray09]

I just can't comprehend how they expect their customers to wear this watch everyday while exercising sleeping etc with such a fragile screen? Sadly I do not plan on buying another Fitbit product after this. 

[LizzyFitbit]

Hi everyone.

Thanks for sharing your thoughts about the Sense, and your efforts while working on this. This isn't the type of experience that we want you to have, I'm sorry for this inconvenience. Our team constantly works to improve our devices and services, and the input we receive from our members is a big part of the process. I appreciate your feedback and rest assured it won't go unnoticed.

About your watch, let me share that our team will handle every case individually and based on our Warranty Policy. I see your point of view about the resolution given to you, you can always contact our Support team if you want to receive more details about it. Please use this link to get connected with them via chat or phone.

[Watsinaname]

Thank you for youre reaction. It is nice that you take the time to answer. 

[LizzyFitbit]

Hi there, @Watsinaname.

You're welcome, and thanks to you for getting back as well as sharing your feedback about your Sense. If you want to receive more details related to the resolution given, you can use the link shared above in order to contact our Support team and keep an open communication with them.

[SdeBont]

Similar experience - had Fitbit Charge 2 for a long time, then a sense and the glass broker very quickly. It is just not strong like an iWatch or other watch. Very disappointing, you can only buy a new one and they cannot repair...

[SdeBont]

This literrally happened myself, just while I was wearing it I hit a tile in the bathroom and crack, whole glass broken. I think the Sense is a very sensitive device and not suitable for daily use... Don't understand Fitbit doesn't offer a solution for all these people with a negative experience with this weak glass...

[SdeBont]

In the end, how did Fitbit solve your issue? 

[Guy_]

HI it might be covered under glass breakage house insurance.