Cracked Screen on Surge

[KathleenMarieB]

I have a cracked screen on my Surge that I purchased in December, 2015. No apparent reason....did not drop it or hit it. Called and was told it was not covered by warranty. Just out of luck. Oh wait....they will give me a 25% discount to buy a new one, i.e. throw good money after bad. Apparently, it's a crap-shoot as to whether you will get satisfactory customer service."

Moderator edit: Clarified subject.

[SteveH]

I guess you didn't qualify for a replacement because of this clause in the exclusions list in the warranty terms:

" (b) to damage caused by accident, abuse, misuse, flood, fire, earthquake or other external causes;"

see: www.fitbit.com/returns

Given this seems to have been an accident and customer service was just following policy I'm not sure what they did wrong here. Indeed, I think they were generous offering a discount when it was the result of an accident.

[HelenaFitbit]

Thank you for your participation in the forums @KathleenMarieB. I'd like to explain the information provided by @SteveH a bit further so we can be on the same page. 

Surge’s screen is made of Gorilla glass, which is the standard across a number of other portable electronic devices including mobile phones, portable media players, laptop computer displays, and some television screens. This is why we request a photograph to verify the type and extension of the damage to the screen. 

We appreciate your feedback about why we offered a discount instead of a replacement. Our limited warranty provides replacements for trackers deemed to have a manufacturer's defect within 365 days of purchase.

Since your Surge had a physical damage; it did not meet these warranty conditions. Therefore we offered a courtesy discount of 25% good towards the purchase of any tracker. 

We strive for excellent customer service and in the past often replaced trackers that were not covered under warranty. Though customer satisfaction remains our number one goal, the demands of running a global business require that we now enforce our warranty consistently.

Let me know if you have any questions, have a great day!