Damaged Versa sent back to Fitbit for replacement

[DavidP0523]

I'm extremely disappointed in the Versa and even more so in the new service policy they have instituted.

My Versa suddenly died on Saturday June 16th after about 2-3 weeks of using it.  I called customer service and we tried all the reset functions and nothing worked. I even sent a video showing that it no longer worked. I was told I needed to return the Versa first and then they would send me a new one, after going back and forth with them I agreed as they would be overnighting me the unit since I will be traveling.

I shipped the package on June 20th and sent them the confirmation.. it is now July 2nd and my unit still hasn't been delivered to their facility and even though they have confirmation that it has been sent.. they will not place the order until it has been recieved because that is not the current procedure.

Let's recap... The Versa Died, I didn't break it... it was a bad unit.  I sent it back as I was instructed (even though they used to send out a replacement immediately) and Fedex hasn't delivered it and now I'll be going on my 3rd week with no end in sight.

I've discussed this with a number of people on social media and have advised anyone that I've discussed this with to save their money and purchase something else. 

The worst part is that I liked it, had they just needed to confirm it was in the mail like Amazon does when I have a return, there wouldn't be an issue, however, this is getting ridiculous.

Moderator edit: updated subject for clarity

[AlvaroFitbit]

@DavidP0523 Welcome to the Fitbit Community! It's great to have you here! Sorry to hear about your damaged Versa and your experience with our Support team. The team is following the Warranty policies but I understand this is bothersome to as you don't have a watch now. Since you shipped the device have you checked when it is supposed to be delivered to the warehouse? Have Support been able to offer anything at this point? Could they expedite the shipping once they have received the package?

I look forward to your reply!

[DavidP0523]

No. All service has done is read from the policy guide and can’t help me
until they see it’s been rec’d

[AlvaroFitbit]

@DavidP0523 what about the tracking information. Do you know the estimated date it will be delivered? Hopefully it will be soon so you can get your new Versa. Also ask support if they can help you with the delivery of the new Versa (maybe expediting the shipment?).

Keep me posted!

[DavidP0523]

I tried all of those. They refused until it’s received

[AlvaroFitbit]

@DavidP0523 really sorry to hear that! I guess at this point we just need to wait for the delivery service to deliver your device. Please do let me know once they have received the package how they proceed with your case as only Support can process replacements.

I look forward to your reply!