Versa screen is scratching

[cpierce]

Is anyone else having a problem with the Screen scratching? I wore my Versa for only a couple hours, was not rough with it at all and now the screen is scratched several times. I contacted customer service and they were useless. I'm really disappointed and getting a screen protector but I expected more for the price. Is anyone else experiencing this problem?

Moderator edit: subject for clarity

[meresydotes]

@Nanglgrl Support lied to you. Here's the only part of the warranty that could even sort of apply:

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This warranty does not apply to a Product or part of a Product that has been serviced, altered, refurbished, or modified by anyone who is not authorized by Fitbit, nor does it apply to any cosmetic damage such as scratches and dents. In addition, this Limited Product Warranty does not apply to damage or defects caused by (a) use with non-Fitbit products; (b) accident, abuse, misuse, mishandling, flood, fire, earthquake or other external causes; (c) normal wear and tear or aging of the Product such as discoloration or stretching; or (d) operating the Product (i) outside the permitted or intended uses described by Fitbit, (ii) not in accordance with instructions provided by Fitbit, or (iii) with improper voltage or power supply.

****

Unless they think they have a case that your screen protector caused whatever the problem is, they can't tell you that you can't protect your investment. I think they would run up against some serious legal issues if they tried to enforce that, especially without the warranty and manual explicitly stating that use of third party accessories is not allowed.

Everyone should use a screen protector, they won't help you if you don't!

[Nanglgrl]

Oh I’m sure they probably did lie. She was giving me every excuse in the book about why she couldn’t help me. It was a recorded call though..maybe someone at Fitbit will care. 

Personally I won’t purchase another one. After the horrible customer service (I have NEVER experienced customer service that was so bad) and the cheap product that develops scratches out of nowhere I will go with another fitness watch. Kind of liking my hubbys Garmin and I’ve been wearing for almost 2 weeks with no screen protector and no scratches! 

Update:

Did you have a screen cover on it since you first wore it? 

If not there must be a bad batch out there because many consumers, including myself, have had scratches develop with way less activity than volleyball. 

Ive been wearing my husbands garmin for almost 2 week and it hasn’t developed a single scratch whereas my versa looked like crap after 2 weeks. Neither had a screen protector..the versa didn’t because it was a new product and I had no warning that it was so fragile..the garmin just doesn’t need one. 

Moderator Edit: Format

[Jayelo]

I went through 2 Versas and I had screen protectors and bumpers on them and I had to watch where my hand swung or hit. It’s true that the versa is nice and light weight but what is the point if you can’t actually use it for what it’s suppose to do...wear it when you work out and daily wear. I don’t know how the people at Fitbit work out but I’m not dainty or cautious when I work out. I’m working out. So these devices should be durable enough to withstand all the workouts that the versa advertises plus everyday activities. Anyhoo, I just returned mine. Too many issues with it. I got a Samsung sports gear instead and I’m so happy I did. Compared to the versa, the versa looks so cheaply made. The Samsung is definitely made better and sturdier and just as comfortable to wear. I don’t need any extra protection for it and it’s holding up well. Not only is it made better but everything works how it should. Unlike the versa where I had to constantly restart it or factory reset it or unpair re pair the Bluetooth or WiFi, uninstall and reinstall the app. All these ridiculous solutions Fitbit keeps making us do to fix their device. Plus, Fitbit customer service and moderators are useless.

[K-Med]

The race to stay in the game is always a fierce one and that makes companies rush products to market by any means necessary, all while trying to keep costs down. It's sad that the Charge 2 and the Versa aren't more resistant to scratches being that they are meant for people with active lifestyles. These devices should ALL be waterproof and durable, without excuse.

I ordered my first FitBit in 2008, that's when it was just called the FitBit. The quality has gone downhill since. My favorite FitBit to date was the Flex and Flex 2, because they just work and are low maintenance, but without the enhanced sleep tracking and heart rate monitoring, they fall short in a few areas.

Make some seriously premium products and people WILL pay the premium. Apple does it and can sell their watches for whatever price they see fit. The FitBit community and App is pretty awesome, but others are catching up. Stay on track FitBit...

[GreginJaxFL]

The point is that your Versa DID come in contact with something that scratched it.  Not your sheets either.

Anything worn by a human will take it knocks, even if you do not realize it.

The Versa screen is just a hardened plastic and is not serviceable. 

[meresydotes]

@GreginJaxFL Fitbit advertises the Versa screen as Gorilla Glass, not plastic. It def seems to be glass to me. I don't mind having a screen protector. I would mind if Fitbit tried to tell me that a screen protector invalidated my warranty.

[RobertoME]

Hello everyone and thank you for the feedback regarding. I appreciate all your comments regarding the  Versa is showing scratches in the screen. However after reading some posts I saw there is some details that aren't true.

@meresydotes In general our warranty does not cover user damage or if the damage was produced by the use of other accessories that could harm the integrity of the watch.

@Jayelo note that matters of warranty or replacement cannot be handled in our Community forums. If you have a case with our Customer support team, I recommend following up with them and then letting me know how it turns out.

See you all later and once again, thank you for your feedback.

[Estrellaloba]

I had my watch for exactly 5 hours before it scratched.  I don't work out,  I don't have a trunk (hatchback ftw), my trashcan is out in the open.  I dont do much but sleep and play on my computer. And I recieved my fitbit when I got home at work, connected it to my phone, put it on the charger overnight because I started a road trip the next day.  On the next morning i threw my duffle bag, pillow, food bags and a really small plastic drink cooler in the car, then I was on my way out of town. The morning light reflected off my watch face and I saw a scratch, when I run my fingernail over the scratch it catches on it.  So I am not certain if it is a small crack or a deep scratch but this means I cannot wash my hands,  do dishes, take a shower,  go for a swim with it on.  So it has actually made me extremely unhappy with this product and after reading about everyone having problems I am pretty sure this is not the brand for me. I had a Moto360 for 3 years and never had an issue with it, yes it got light scuff marks over time but no scratches.  I got the fitbit because of a promotion from my work. I now have a useless smart watch that I constantly have to take off.  I am looking into how to take my Moto360 apart to replace the battery (it's out of warranty) because at least I dont have to take that off all the time.  They need to put in small print or something that the screen is very delicate and to protect it before you wear it. 

[SunsetRunner]

@Estrellaloba Wow that is really sad! I did not end up buying a screen protector until maybe 2 weeks in after reading people's posts here. But I do not have any scratches on mine from that time period. I go to yoga, spin class, mountain bike, run, and go to the gym regularly. Even swam in the pool with it, all before buying the protector and mine is still ok. If I were you, I would definitely reach out to Fitbit and tell them your story. The sooner the better. They don't cover "user inflicted" damage, so I would try to catch them right away in hopes for the best results and a replacement!

I had replied to a post about the silicone bands irritating me (and wasn't asking or hoping for a replacement at all) and a moderator escalated it and they were already offering to replace my device. I didn't send it in of course, but they were very helpful in that matter.

Moderator edit: format

[RobertoME]

Hi everyone and good to see you @SunsetRunner and welcome aboard @Estrellaloba.

I saw many concerns regarding the warranty of the Fitbit Versa and I want to clarify some details to avoid confusion. 

I have edited my previous post after consulting this topic with the team. Note that warranty does not apply to a product or part of a product that has been serviced, altered, refurbished or modified by anyone who is not authorized by Fitbit, nor does it apply to any cosmetic damage as scratches and dents and a screen protector falls under modification.

Again, matters of warranty are not handled through the Fitbit Community and my apologies if this caused any confusion.

[meresydotes]

@RobertoME HOW does a screen protector fall under modification? Does a replacement strap fall under modification? I could see not covering damage CAUSED by a screen protector, but not covering a device that's had a screen protector applied is absurd. Especially when the device is so fragile that it REQUIRES a screen protector.

[K-Med]

There's absolutely no way that they would be able to tell if a screen protector was on the device unless the screen protector itself damaged the unit. In that case, the warranty would be void anyway due to the damage.

The claim that a screen protector would void a warranty is bordering ridiculous.

[meresydotes]

@K-Med But what if someone returned one with the screen protector still on because she was too lazy to remove it? Asking for a friend...

[K-Med]

I still don't believe that a screen protector qualifies as "modification" of a FitBit, so I'm going to call that BS until I see someone actually get their warranty claim denied because they put a screen protector on a device.

What I do see is that the warranty DOES NOT cover SCRATCHES. So, it would be stupid to not put a screen protector on a FitBit, unless you don't care if it scratches.

Now in your case @meresydotes...I still think that they would service the device, unless they wanted to somehow proved that "modification" of a device includes putting a screen protector on it. I've never seen a phone be denied warranty service for a screen protector, so FitBit would be on their own with this policy.

[meresydotes]

@K-Med Yeah, unfortunately, fitbit is clearly on their own with a lot of terrible policies. And they kinda hate me because I call them out on their gaslighting.

[AlejandraFitbit]

Hello everyone, I hope you are doing great.

I think that our friend @RobertoME have replied to your inquiry about the Versa warranty in his post. For more information about our warranty policy, please click here and if there is anything else we can do for you, let us know.

Happy stepping. 

[Cueto]

I love my Versa. Sadly, I HATE how easily it scratched. Accidentally rubbed against the bed while sleeping? I don't know but, like others have mentioned, I don't do anything crazy. I tried chatting with customer service today...I got handed off 4 times - pathetic! Only to be told they couldn't help me and to try this forum for possible answers - twice pathetic! I can see how many folks are struggling with the same issue and that Fitbit can't come up with a satisfactory solution. The Versa is my 4th Fitbit watch...and my last one! Too bad!

[chriscee94]

The Fitbit Ionic is water Resistant up to 50 meters and boasts Gorilla Glass 3 protective coating on its display. The Fitbit Versa is waterproof up to 50 meters but lacks the Gorilla Glass found in the Ionic.

[MarcusLee]

I'm fine with the common swirls you get with glass, I do like that it with stood a impact of a 500 pound piano into a door frame. One hell of a gouge  across the screen and still works! as well as my wrist. ..

[KimmerPet]

The screen durability on the Vera 2 is terrible, within 2 weeks my daughter's was scratched, cracked and completely destroyed, and the warranty does not cover the screen.