Feedback about Versa and replacement process

[UKmom16]

In January 2020, I purchased a Versa Lite for my husband at Walmart along with a 1 year protection plan through Square Trade.  Within 30 days, we had to contact Fitbit, per Square Trade, since it was still under the manufacturer's warranty for a replacement.  When I requested a replacement for my husband's Versa Lite, we had no issues.  However, he did receive a VERSA instead.  We thought that to be odd. I purchased my Versa in December 2018 directly from FitBit.com and purchased a 2 year extended protection plan also with Square Trade.   Now, my VERSA needs to be replaced due to it not charging, not counting steps accurately or heart rate issue and green lines on the left and right sides of the screen.  Last week, I contacted Fitbit.com and chatted with a representative.  He stated this Versa had already been replaced once.  I said NO, it was my husband's Versa Lite that was replaced with a Versa.  I now have a case # with Fitbit.  Chatted again the next day and this representative was very argumentative and stated pretty much I must be lying.  Long Story short, after chatting again with another representative the next day, he stated that they would replace my VERSA and realized that the protections plans must have been mixed up on their side.  I provided the protection plan ids.    Anyways, I received my VERSA replacement yesterday, the version is old and the date on the package is 2015.  The version provided in the replacement is 32.32.12.19.  My current one purchased in 2018 has version 32.70.8.0 which I believe is pretty current.  I charged the replacement upon receiving to 100% yesterday afternoon and at this moment it sits on the charging cradle with 27%.  So I feel that I got something outdated and not up to par as my 2018 VERSA that I had.  So while this replacement is charging, I charged my 1st VERSA and it charged up to 100%.  However the heart rate is still an issue.  Let's just see how this goes.  Just be aware of your protection plans and how any replacement you request may be processed.  Thank you.

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @UKmom16, 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. 

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