Feedback about Fitbit Versa 3

[Georgeot]

I posted on here a few weeks ago about the top strap of my versa 3 continually becoming dislodged even though it is only 3 months old. This appears to be a common issue. I messaged the Fitbit rep Marre on here directly (no answer) as it got to a point where it was falling off 5 times each day and I couldn’t wear it due to fear of losing it. I spent 4 hours on the Fitbit chat bot explaining to various advisors the issue before finally last sat, the rep said they would replace it. No apologies or anything from Fitbit for supplying a faulty product (one that cost £163) that was clearly not fit for purpose - but I was relieved to have (I thought) the matter finally sorted. Roll on yesterday and the “new” Fitbit arrives - except it’s not new. It’s a refurbed model - which doesn’t even work. I cannot believe how poor this company have behaved - the versa 3 was clearly part of a faulty batch, as there are numerous similar cases mentioned on this community - where the top strap doesn’t click in properly. Rather then them apologising and replacing straight away which I would have expected, they ve argued, taken up 4 hours of my time chasing them up, then agreed to replace, but not with “like for like”. I didn’t buy a refurbed model - I bought a brand new model and understood they were replacing with new. The one they ve sent doesn’t even work - never again. 

Moderator Edit: Clarified subject

[Odyssey13]

Hi @Georgeot  it's in the information that we could receive a refurbished unit when there is a warranty replacement. click to read. Did you try troubleshooting with support to get it working?

[Georgeot]

Hi Odyssey,I bought a new Fitbit, not a refurbished Fitbit, so per the link you have attached there is a 12 month warranty. 6 weeks after I received the watch, the top strap fell off and has continued to fall off since, to the extent that I could no longer wear it on my wrist for fear of it a) falling to the floor and smashing the face, or b) falling off and me not noticing and it being lost. What good is a watch you can,t wear on your wrist??

not sure if you work for Fitbit and hence the question if I had tried troubleshooting but to answer your question in specifics:

- I spent 1 x.1 hour on their chat bot 3 times to try resolve this (total 3 hours of my time)

- I posted on this forum and directly messaged Marre who appears to be the Fitbit moderator here (no response at all);

- I rang Fitbit and held for over half an hour with no answer;

- I mailed them 3 times (again no answer).

I m not sure what troubleshooting you think is appropriate for a broken clasp on the watch. There are over 20 separate posts on this forum from other users who have suffered the same issue if you do a search - a clasp holding a band in place on a £163 watch should not fall off after 6 weeks of ownership (in my case, it fell off my wrist whilst I was asleep - it was not knocked or damaged through any intervention of mine. It is a faulty product - the clasp does not hold the top band in place and constantly dislodged. If you do a search, several Versa 3 users have had the same issue with the Top Strap - there was clearly a faulty batch which Fitbit should be apologising profusely for.  I don’t expect to outlay £163 on a watch to last 6 weeks (does anyone?).

I m it sure if you are familiar with the sale of goods act - if a product is not fit for purpose, then the retailer is rightly liable. Replacing a brand new product with a cheaper refurbished product is not acceptable. Plus they advised me they were replacing the product but no mention of a new watch being replaced with an old refurbished watch until that arrived in the post - that is not very honest behaviour on their behalf. 

so to answer your question on troubleshooting, yes, as noted in my original post, I have spent over 4 hours trying to resolve this with Fitbit.