After many years with fitbit, the Versa broke me, will be moving to another brand.

[Skinny_foodie]

Been a Fitbit girl since my first simple band, moved to the Versa January 2019. The first Versa popped out of the metal frame less then 6 months in, and they sent me a "new one."  That one crapped out a little over a month ago directly following the last firmware update (screen remains dark, while the band continues to track). Despite the fact that its been less then a year since they replaced the first, and that makes 2 $200+ watches to crap out in 18 months, they would not honor the warranty on the "new" one they sent me, and only provided me a coupon for 25% off my next purchase.

I've asked multiple times for an opportunity to provide feedback, and have been ignored. I expected more now that they are a Google brand, not less. 

I recommend anyone who is as frustrated as I am check out the Galaxy line, the price is slightly more but the reviews are markedly better. While not as convenient, there are apps that allow for the same competition based fun that the fitbit community does, without the disappointing hardware. If yours is still working, I'd consider yourself lucky based on my research. 

After many years of loyal patronage, I won't be going back. Great community, backed by lousy faulty designs, and a total lack of support. 

Thanks for getting me into fitness Fitbit! I'll be buying elsewhere from now on. 

[nuttyduffy]

Funnily enough I’ve come to the same conclusion. Been a loyal Fitbit customer since 2013 and since the latest update my versa just “died”. It’s 18 months old so doesn’t fit the warranty because the UK are no longer in the EU. So disappointed with them, especially as they’ve always been so amazing with their customer support and care. Seems a coincidence that so many people are having the same problem since the update - pushing for everyone to upgrade their watch and spend more money by the looks of it 😡

[dhairyaa123]

Im still going to give them a chance. Just need some help with my questions.... there service seems pretty slow these days.

[Laneymoffitt]

I have the same issue. My screen is completely unresponsive, however, it will still sync to my phone & I can see my battery is at 100%. It will vibrate but the screen remains black. Before that my screen was glitching & going into apps on its own. I tried to update it & immediately after the update the screen went black. I have only had this watch for a few years, breaks my heart because I liked it a lot. Of course, I tried calling customer support & they were 0 help. Even tried factory resetting it. Yes, I've tried it all & I'm at the end of my rope. 

[Julia_G]

Hi, @nuttyduffy , I am pretty sure that you are still covered with a 2 year warranty, despite UK leaving the EU.  If you are refused you should absolutely raise this issue, as you bought it with a two year warranty for sure.  

But hopefully we can get you going again.  Please see my post on your other thread.

[Julia_G]

Hi, @Laneymoffitt , have you tried the button only reset?  If your screen is unresponsive you will need to do it by the buttons only.  Press and hold the back button (that’s the left button).  Fitbit advises about 8 seconds, but if the screen is blank and the Fitbit is unresponsive you may need to hold it for 20-30 seconds or even longer

[dhairyaa123]

Hi @Skinny_foodie 

I was wondering if you would have an answer to my question

[Laneymoffitt]

Yes, & I will get a vibration but nothing will happen on the screen. 😞

[Julia_G]

@Laneymoffitt  have you tried holding the button for a very long time - much longer than you think?  

If s, have you tried the button only factory reset? 

I appreciate I may be clutching at straws here, but it is surprising how many seemingly dead Fitbits do come back to life.

[Skinny_foodie]

Hi, @dhairyaa123 

My return was a little less then a year ago. I wasn't asked to return my broken device at the time, they required that I sent them a photo. The replacement device arrived in a padded envelope. I believe it was a refurbished product. I have had no luck with responses to emails, but if you call or request a chat and provide your case number they can likely assist you directly. 

[Skinny_foodie]

Check the reviews out there, I am sad, but also so far impressed with the other offerings out there especially in the Galaxy line. 

I couldn't agree more, there is a lot to love about fitbit, but after 2 watches going belly up in less then 18 months its insane to be like "we know you've had a bad experience, here's 25% off, please buy another." As I mention, there are other apps the provide the same social availability of fitbit without requiring a specific device, and it appears that for marginally more you can get a far superior product these days. 

Good luck and thanks for replying! its helpful to know I'm not alone 🙂 

[Skinny_foodie]

Hi  @nuttyduffy In the states the warranty is only 12 months, but I would definitely look into your warranty options if it is longer where you are! It's frustrating when the device quality is poor but if they would stand behind their product it would be worth sticking with the company during this weird time. 

[Skinny_foodie]

@Julia_G I have been successful in getting the screen to come back on, but its like there is a faulty connection or something, because there appears to be no rhyme or reason to when its on and when it is not. A watch that only works 1/2 or a third of the time is too frustrating to wear with any regularity. But I agree! do all the things, the first time I called support on this issue it did seem to function for another 3 weeks. I don't shower with my watches, I'm careful, there is no visible issues, as their first real smart watch/hybrid maybe they just aren't "there" yet. 

[nuttyduffy]

Hi @Skinny_foodie Ive tried all of their recommendations to try and fix it and have only had the battery image flash up saying 0% despite a 24 hour charge!!! I never wear it in the shower and really look after it. It was the dismissive nature of their email just referring me to their warranty policy. I’m in the Uk so am presuming that because we are no longer in the EU I’m only covered by the year warranty. I replied to their email explaining how upset I was and that they had lost me as a customer but, unsurprisingly, haven’t had a response 🤷🏻‍:female_sign:

[Julia_G]

@Skinny_foodie , I am really glad that you managed to get your screen showing again.

Beyone helping you with that, I am afraid I can’t go any further.  If your Fitbit is under warranty (so that usually means 2 years in the EU and Australia, 1 year elsewhere in the world) then you may be eligible for a replacement - but you would need to get in touch with Customer Support to discuss your issues.

If it is out of warranty, and none of the fixes offered by Customer Support or in the online Community here can help you with your problem, I think you can often get a discount on a replacement device if you get in touch.

For your particular issue, it sounds like the temporary fixes suggested are keeping you going for now.  If it is out of warranty you may feel it is easiest to keep doing the occasional restart for now and think about replacing in the future.

Up to you, of course!  But you definitely can count on the Community here to try to find a fix, if they can, whenever things go wrong.

[Skinny_foodie]

@nuttyduffy sounds like we are having the same issue, I'm so sorry! I know exactly how frustrating it is. I was told by 3 customer service reps that I would be receiving as survey to further elevate my concerns, none arrived, and all subsequent request have gone unanswered. There has to be math behind this equation. "Yea, if we send out an update that breaks X amount of our devices, we will likely lose Y amount of clients for life, but Z amount will buy new devices." Maybe its a net win for them.. I'm terribly disappointed. Really hoped google would make things better, but the combination of poor customer service with faulty devices/updates was too much. So far I'm happy with my alternative. I guess that's the benefit of being able to give feedback through reviews! I hope you get a better answer for yours!

[Julia_G]

@nuttyduffy , please do try the various restarts etc that I have recommended, because ir is useful to tell the Fitbit reps what you have already tried that...

However, if you purchased your Fitbit in the UK you absolutely are covered under the limited warranty for two years despite the UK now having left the EU.  It is very likely that that arrangement will remain post EU, but in your case it is not an issue at all.  When you bought the Fitbit you were covered.  

Please don’t worry.  Fitbit have an excellent record for customer service, and it will almost certainly be fine, without any argument, but if you have any issues at all just be firm and ask for your case to be escalated.

[Skinny_foodie]

@Julia_G Thanks Julia, I've already purchased the Galaxy device from Samsung. I'm so frustrated with my experience and the lack of follow up, I'm here because it's a little cathartic to see that others are feeling the same way. 

The screen did re-appear, temporarily, but as I mentioned it does not stay on. While the replacement device I was sent for the first device that was faulty is under a year old, it does not qualify for the warranty so I was offered 25% off a new purchase. I've had the Versa replaced twice in 18 months. I won't be spending any more money on a device that does not appear to be of quality. I would have stayed loyal to Fitbit, but there handling of this made that impossible as well. 

If Fitbit is going to create issues then not stand behind their product, it feels like we would be better off buying elsewhere. I'm only speaking up in public because requests to provide less public feedback went ignored. 

[nuttyduffy]

@Julia_G @It’s charged for over 2 hours and nothing - cleaned it, did all of the different button presses to get a response countless times but nothing! Just one 0% battery image for a second. I’ve responded to their last email telling me I’m out of warranty and haven’t had a response! I’ve been a customer for 7 years and have never thought about using another brand but I definitely won’t buy from them again - their email was downright dismissive so they obviously don’t value their loyal customers as much as they should 

[nuttyduffy]

@Skinny_foodie  I agree, it clearly to be a numbers game for them now. So disappointing - 7 years I’ve had a Fitbit and it’s been so weird not having one for the past week but I definitely will not buy again after this. Whenever I’ve experienced problems with my devices before I’ve had a replacement, no questions and that’s guaranteed me returning as a customer. It’s obviously become more about the money than the customer now 😔