Feedback about replacement process

[MedeaNuncSum]

I had my first Versa for a year, and about 2 weeks ago the display fell off. Just like this, while I was sitting on the couch. i contacted Fitbit since I was still under warranty.

1. They offered me a link to buy a new watch with 25% off.

2. I pushed back since I’m still under warranty and insisted on a replacement.

3. They honored the warranty and sent out a replacement.

4. Replacement arrived yesterday (just the actual watch in a clear plastic bag).

5. Replacement is broken as well.

- The display is offset and the right part of the watch face missing

- The watch face is mostly unresponsive

- The watch selects random functions without any input

- The display keeps flickering on and off and the watch face shaking

I now have the suspicion that I didn’t get a new watch as replacement but maybe they sent me the broken returned product of another customer by accident? Could something like this have happend? The replacement is so clearly malfunctioning that it is very noticeable. It switches on and off randomly and selecting functions, even when just lying around.

i am awaiting a response now, but I’m very disappointed. Customer support seems to be operating like robots with prewritten canned responses, trying to fob customers off with suggestions of just buying a new Versa. Do they not realise that most people expect a bit longer life span from a 200,- EUR device?

Moderator edit: Subject for clarity

[Heather-S]

@MedeaNuncSum Welcome, sorry to hear about your issues.  I have flagged your post to be looked at by a moderator and escalated.  There's nothing anyone on the forums can really do for you here given your situation and a moderator should be able to get you in touch with Customer Support.  Best of luck!

[YojanaFitbit]

Nice to see that you're digging into the Forums @MedeaNuncSum. Thanks for your help @Heather-S. 

Sorry for the issues with your replacement. Thanks for the feedback, it's very important to us to have your thoughts in regards our product and your customer support interactions. Fitbit is always trying to provide great products and customer experience. I've checked with our Support Team and apparently they already took your case under their wings. Please keep an eye in your email inbox, you'll get some information about your case.

About your inquiry regarding to our replacements, depending on available inventory, we sometimes issue factory-certified refurbished products as warranty replacements. These are typically products that were returned to Fitbit unused for reasons like wrong size and wrong color. This product is tested and determined to work like new, with minimal wear and tear.

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts.

Thank your for your understanding.

[falkenca]

Yojana - since you are active here I wanted to chime in and say my versa face fell off this week also.  I was just walking around (not even exercising).  I am about 3 weeks (!!!) past warranty, so I'm not going to call customer service.  I do NOT want to purchase another fitbit, even at a discount.  I've had to replace too many of them over the years due to recalls or breakage (I've been a customer since the first charge).  As the OP said - I expected more from a $200 device, and I definitely don't think I should be replacing it annually (even at a discount).  Fitbit has lost a long-time customer today.

[YojanaFitbit]

Hi @falkenca nice to see you around. Sorry for the delayed response and for what happen with your Versa. I'm pretty sure that our team can check your warranty options, please check your email inbox since our team will be contacting you shortly. Thanks for your feedback.

I'll be around.