Feedback about my experience with Customer Service

[Dufaulje]

My Fitbit versa lite screen corrupted. It’s nobody’s fault. This happens. Support was great and offered me free replacement as I’m within my warranty. They made it simple! The next email I get says my Fitbit is no longer being manufactured and that I’m offered an “upgrade” to Versa full.

The versa full is not even being sold anymore.  It’s going to be obsolete soon as well. 
I said I would accept nothing short of the versa 2, because that’s the oldest version of the versa they even support right now.  Customer service avoids and glosses over any direct questions you ask, as if it is a compliment and goes right back to explaining why this is an upgrade from what I currently have. This was never in question. 

After asking more about the versa, they can’t even tell me what the specs are of the watch because I can’t find antthing about it’s features on the website, only a user manual. Only after asking is this version they say they can send me had Fitbit pay, they said they can “upgrade” me to Fitbit special edition. I asked if they had any other colours besides black or grey. They then inform me they are sending the watch face without a band.

I asked them why they are unable to send a band with the product (this is a complimentary replacement, is it not?) why am I only getting a half replacement? I have been emailing with them over a week. They still won’t answer my questions and skip right to “we need your shipping address” to send item out. This is absolutely unacceptable. 

Moderator Edit: Clarified subject

Moderator Edit: Formatting

[RicardoFitbit]

Hi @Dufaulje, 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’d suggest you 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.