Completely stopped working!

[Wyomom]

My Versa completely died, it won’t even turn on!! It is less than a year old, so it should have a warranty, you would think.

Back in December someone hacked into my account and changed the email so that I could no longer log in. I called customer service and spent way too long on the phone and was left with “someone will get back to you via email “. Well weeks went by with no response. I got tired of waiting and not being able to fully use my watch, so I opened a new account. 

Now my watch is completely broke (less than a year old) and customer service is telling me that the warranty has already been used. I explained to them about contacting them a few months ago when my account was hacked and that someone else must have claimed my warranty. Of course, once again I was left with “someone will get back to you via email”. So now I have an expensive watch that is useless and can’t even talk to a real person to get the situation resolved!! With how expensive Fitbit watches are they should have better customer service!! I am now seriously thinking about switching to an Apple Watch because they have amazing customer service!!

I’m really disappointed and mad because I loved my Versa!

Moderator Edition: Title 

[Julia_G]

Hi, @Wyomom , I have flagged your post for moderator attention, and hopefully someone will get back to you soon.  It sounds like Fitbit needs to get to the bottom of what's going on with your situation,

[AlexandraFitbit]

Welcome to the Fitbit Community forums @Wyomom! Thanks for your feedback and for sharing your experience with your Versa and our Support Department. I appreciate all the details you provided and I'm sorry to hear that your account was hacked. I got in touch with support and it seems you contacted them via Chat on the 9th, please note that your situation has been escalated to other department, and they're checking too see what happened and how they can help. Normally this department has 48 hours to reply on regular issues, but in you case might take a little bit longer due to the research. Please wait, I'm sure they will be in contact soon. 

Let me know if you need anything else. 

@Julia_G  thanks for your intervention. 

[Wyomom]

Thank you! I received an email tonight with a replacement offer!! I’m so happy because I really did love my Versa!!

[Julia_G]

@Wyomom , that's great!

(I love my Versa too...)