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Feedback about Versa and Customer Support

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‎07-30-2020 18:13 - last edited on ‎07-31-2020 18:07 by Fitbit Moderator

‎07-30-2020 18:13 - last edited on ‎07-31-2020 18:07 by Fitbit Moderator

It takes a lot for me to get mad enough to write anything online but today takes the cake.

 

I received a replacement Versa from FitBit on March 16, 2020 after the first one went to a black screen and wouldnt turn back on. Fast forward to a few days ago and my Versa started switching screens and flickering without me doing anything to it. Being that I went through issues with the last one I tried factory resetting it multiple times to no avail. Right now it is currently frozen with the FitBit logo on the screen.  I reached out to support via chat and we went through troubleshooting again. After nothing worked the agent said it was outside of a limited warranty and the best she could offer was a 25%!!!!!!!!

 

This is wrong on so many levels. A major company like FitBit is telling me that after two product failures that I need to take my money (pandemic and furlough in tow) and go purchase a new watch because they have sent me two ones! How does that even make sense. I could see if it was damaged because I did something to it but come on! This is totally unacceptable. I responded to the support email with the 25% coupon so we will see if they have any value or care about their customers and reach back out to me. 

 

In what world do you get two faulty products and the company says sorry about your luck 🤷🏾‍:female_sign: go buy another one! 

 

Moderator Edit: Clarified subject

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‎07-31-2020 18:01

‎07-31-2020 18:01

Hi @Cita99, welcome to the Community Forums! 

 

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

 

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

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