Feedback about Versa 2 and Customer Support - My experience

[Rebecca_Versa2]

I've had my Versa 2 for JUST over a year.  It was a gift for my birthday in January 2020...just before Covid hit; and, this device has been a lifeline for me to make huge lifestyle changes.  So, you can imagine my disappointment, heartbreak and dismay when your customer support team opted NOT to stand behind your product-which is clearly defective and has issues based on the number of folks bringing it up on the forums!  I have no idea how you can offer a mere 35% discount on a NEW item that will likely have the same issue and not offer to replace or upgrade with a 50%+ discount or an offer where the customer just pays the difference in price.   I am also a Premium customer paying my hard earned income at $120 a year to you for that...I don't have to and will likely pull that due to this awful treatment. I loved my Fitbit and the lifestyle changes it helped me to achieve, but I won't  pay for, or replace, something with known issues that continue to remain unresolved! Especially, if that issue is no fault of my own.  Your customer service people ought to be able to do better and replace faulty equipment when they know it's a problem!

Moderator Edit: Clarified subject

[Blazhevic]

Yeah, this is so out of touch. Not that I won't ever consider buying new Fitbit product, I would discourage anyone from doing so, given the situation we're all left in, and there's no any light at the end of the tunnel 😞😟

[RicardoFitbit · Accepted solution]

Hi @Rebecca_Versa2, welcome to the Community Forums. 

Thanks for taking the time to share your thoughts and personal experience with your Fitbit device, I understand your situation and how frustrating this matter can be for you. I'd like to let you know that we are always striving to improve the Fitbit experience with our products and services, therefore, the feedback that's shared here in the Community Forums is always appreciated and really helpful for us to evaluate our procedures and make sure that we are delivering what our users want and need.

Since you already received assistance from our Customer Support team, I’d suggest you to contact them back if you require further assistance or if you have any additional questions about the outcome of your case. Also, for a better understanding of the information they provided to you, please check our warranty policies here. 

Let me know if you have any additional questions, I'll be around.