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The Sense's screen is broken

Replies are disabled for this topic. Start a new one or visit our Help Center.

‎01-26-2021 17:43 - last edited on ‎01-27-2021 07:08 by Fitbit Moderator

‎01-26-2021 17:43 - last edited on ‎01-27-2021 07:08 by Fitbit Moderator

Hello

I am writing with concern about a broken screen on a 3 month old Fitbit Sense.  A light drop to a hard surface has produced a small shatter point and horizontal crack across the screen.  Upon speaking with a chat agent and inquiring about repair options, I was absolutely amazed and dumbfounded that there were none.  A product that I pre-ordered and paid $432 dollars CAD for not even 3 months ago is unfixable.  I find this highly disturbing for a company that promotes their products the way Fitbit does.  Please if someone has solution to repair this product I hope that you can reach out and let me know.  I do not want to lose faith completely in this company.  

 

 

Moderator edit: updated subject for clarity

 

 

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‎01-27-2021 07:06

‎01-27-2021 07:06

Hello @AmySenseUser Welcome to the Community Forums! Thank you very much for the information! 

 

I'm very sorry for the experience and I appreciate your efforts to resolve this and working with our Support team. I also appreciate your patience but we currently don't have a repair center where the device can be taken for repair. 

 

Since you have received assistance from our Support Team, I suggest you to update your case if you have additional comments or questions so our team can assist you from there.

 

Your feedback and comments regarding our products are very appreciated! 

 

See you around. 

Wilson M. | Community Moderator, Fitbit.
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‎02-08-2021 07:42

‎02-08-2021 07:42

I'm currently going through the same pain. I've tried to raise complaints to senior Fitbit staff on linkined as well. For a tech company I think it's outrageous that they have made a product that isn't renewable or repairable, given the fact that watch is to be used for activity.

 

The matter was made even worse when the customer service representative sent me a link to their own website and said I can resolve by buying a brand new one. 

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