2 refurbished Versa 2s sent - and broken!

[FBitShambles]

I have had 2 Versa 2 devices replaced - both with refurbed devices. The second one they sent me 3 days ago has now AGAIN stopped working, and FitBit have said they will not do anything to help. 

I use the official FitBit charger that they send me; I am extremely careful with it and follow all the care guidelines. 

I have been a FitBit customer for years and now end up with having spent a lot of money on a device I used daily to now have nothing. 

I don’t understand how they can do this? Has anyone else had an issue like this?

thank you 😞 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @FBitShambles. Thanks for stopping by in the Community Forums and sharing the details about the issue with your Versa 2. We‘re taking your comments and sentiments in regards to our products and services into consideration.

Please feel free to reach out to our Support Team once again if you have any further questions or concerns regarding the outcome of your case. Since you have reported this matter to our Support Team, please note there's nothing left we here in the community can suggest other than reaching out to our team again. 

Thanks for your understanding, have a good day!

[Guy_ · Accepted solution]

Hi @FBitShambles - contact them again and insist they send you a working replacement.

There is an implied guarantee with a replacement that it has to be of Merchantable Quality , and for a number of days, even if the original warranty has ended.

[FBitShambles]

Thank you so much - this is really helpful. 

[FBitShambles]

Not sure why the moderator has changed the title of my post - i had titled it, accurately: "Broken refurb sent to replace 2 x other broken Versa 2".

[5brokenversa2]

We've had multiple broken versa 2's send to us. 

My last interaction with their support send me a another refurbished unit, they promised if this one stopped working even after the warranty period of 1 year they would honour one last replacement. 

When I called in, the agent named Joseph was so rude and when I asked to speak to a manager, he claimed that all the managers were in a day long meeting and couldn't talk to me. Ya right. 

He promised a manager would email withing 24 hours. We have received no communication . 

Now I'm stuck with a broken versa 2 and no communication. Feels crappy to be left in the cold like that. 

Promises made but not documented. So Joseph and his busy managers and Fitbit think I'm full of lies. Lovely support for long time clients. 

Does anyone know of any better replacements to a versa 2 that's more reliable. We've gone through 5 in a year and a few months. 

[Guy_]

Hi @5brokenversa2 - unfortunately the replacement watches are generally refurbished ones.

Unless you hit lucky and got one that was sent back to Fitbit in error (misdiagnosis of the problem) and was simply factory reset, any others are likely to be as faulty in some way (or maybe more so) as the one you sent back.

Try insisting with customer support. They say they don't want you to have a bad experience, tell them again you have had a bad experience from being sent successive faulty watches.

The Versa 2 is probably the best available (refurbished ones aside).

[5brokenversa2]

I appreciate the reply back. 

I unfortunately have tried this, it's almost like they are ok with providing poor customer experience. But it only takes on great experience to forget the bad ones. 

I find support team has a big issue with only documenting the happy parts of my support issues but always fail to document any promises or resolutions. 

And again constantly being promised a manager will get in touch with you within 24 hours. And then never hearing from them is frustrating.