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Condensation on Versa - Feedback about Customer Support

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‎05-16-2020 11:02 - last edited on ‎05-18-2020 17:11 by Fitbit Moderator

‎05-16-2020 11:02 - last edited on ‎05-18-2020 17:11 by Fitbit Moderator

Has anybody had experience with condensation in Versa sensors? I specifically bought this because I didn't want to take off a watch every time I wash my hands. It's "water resistant" up to 50M, but has condensation in the sensor and won't even turn on. Never been submerged in water or even worn in the shower. Tried a bag of rice with no luck.

 

Support was no help. They were rude, scripted, and since I've had it 1.5 years it's past the warranty. They offered me 25% off a new one, but I'm not sure why I would buy another with this issue! It's also been causing a rash, despite following all of their recommendations and wiping it daily with alcohol.

 

Moderator edit: Subject for clarity 

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2 REPLIES 2

‎05-16-2020 14:13

‎05-16-2020 14:13

Hi @K.Versa  when you remove the Versa from the rice (suggested time is 48 hours) you'll need to clean all the contact points, clean the charger unit and put it on the charge. Be sure to restart the Versa a few times, too. I'm sure support may have seemed scripted, as with any company, they have a list of most commonly called about issues. 

 

As for the rash, in my case, it was caused by putting a band on a wet wrist, or getting it wet while washing dishes and not removing it to dry it. Not sure what's going on with your Versa, but I'm sorry you had problems.

Stepping in the U.S.A. since September 2013. Android 14

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‎05-18-2020 17:00

In response to Odyssey13

‎05-18-2020 17:00

Hi @K.Versa, welcome to the Community Forums! Sorry for the delay in responding your post.

 

Thanks for taking the time to share your thoughts and personal experience with your Fitbit Versa, 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 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. 

 

@Odyssey13 Your support is appreciated, thanks for the helpful information that was shared. 

 

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

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