Sense screen scratched

[SunsetRunner]

Gutted, my sense has a scratch on the screen, not sure how it occurred, it is only visible when the light catches it but it is frustrating. Maybe Fitbit should have went with gorilla glass dx+.

Doesn’t affect functionality but it is not even a month old 😕

[LizzyFitbit · Accepted solution]

Hi @SunsetRunner. Welcome to the Community Forums.

Thanks for bringing this to my attention. I understand where you're coming from about having your Sense screen scratched and I'm sorry for this inconvenience. I've got in touch with our Support team so they can create a case and provide you with further assistance. Please note that due to recent events affecting our operations there might be a delay in their reply, but they'll get in touch with you soon.

See you around.

[SunsetRunner]

Thank you for taking the time to reply Lizzy, my scratch isn't a huge issue, I will engage with the support team when they reach out.

Thanks,

Barry

[LizzyFitbit]

Hi @SunsetRunner. It's good to see you here again.

You're welcome and thanks to you for checking my post. Our team has taken your case under their wings, that's why I'd recommend to keep an open communication with them so you can receive help about this situation. If you have any other question, you can always post it in the Community Forums.

Have a nice day!

[Islam_Shaker]

I have the same issue. Got scratched 😌

[LizzyFitbit]

Welcome to the Community. @Islam_Shaker.

Thanks for joining this thread and letting me know about the Sense. I'm sorry you've had that experience and if you haven't done so, I'd suggest contacting our Support team so they can provide you with further assistance. They're available via chat and phone, just click here to get connected with them.

Hope this helps.

[JD108]

My Sense is less than 2 weeks old and I wound up getting a scratch in it as well. I have been told there isn't really a fix. While it doesn't effect the usability, it is frustrating it scratched so easily.

[LizzyFitbit]

@JD108 Welcome to the Community.

Thanks for letting me know about your Sense, and for taking the time to contact our Support team. I understand where you're coming from and I'm sorry you're having this experience with your watch. Every feedback shared in the forums helps us to evaluate our procedures and improve our services, and the input we receive from our members is a big part of the process. Your feedback is truly appreciated and rest assured it won't go unnoticed.

[pennybox]

I also have a scratched screen on my new fitbit sense. I have used live chat and was told nothing can be done! I am very disappointed. Upon further investigation lots of people have the same problem as me and I have also discovered screen protectors are available. I had an ionic which I had for years (it was recalled) and it still is in perfect condition (it no longer works but still need to dispose of it) Your reply would very much be appreciated because it looks like others have received help in this matter whereas I haven’t. Been a very happy fitbit customer for years until today 

[LizzyFitbit]

Hi there, @pennybox.

Thanks for letting me know that you've contacted our Support team. This isn't the type of experience that we want you to have, I'm sorry for this inconvenience. Every feedback shared by our members helps us to improve our devices and the overall experience, and yours won't be the exception.

While I don't have access to your case, my best advice is to start a new interaction with our team. They have specialized tools that will allow them to evaluate your case and provide you with more details about their resolution. Just click here to get connected with them via chat or phone.

[EM71]

There are many complaints about the screen on the sence...mine is very scratched. I  bought it when it was released, the first scratches showed up within the first month with more appearing this week. I have been considering the new Sence 2 but I am very apprehensive to spend that much money just to have it all scratched up again. 

Has fitbit fixed this issue? From what I can find its the same screen.

Please advise.