Feedback about support

[lindsay0712]

My versa 2 is 18 months old. About two weeks ago it wouldn’t hold a charge for longer than 10 or so hours. Called support and they had me remove the app and Redownload  the app on my iPhone 12. This didn’t work. Called back today. No technical support was offered but told to buy a new one and given a 35% discount. Appreciate the discount however zero technical help and just told to buy a new one is not good. Not the best service and considering leaving the Fitbit family all together 

Moderator edit: subject for clarity/word choice/format 

[Odyssey13]

Hi @lindsay0712  did you try restarting your Fitbit? Sometimes that helps, but sometimes there isn't much to do when these devices begin to die. Support can only do so much and the discount is probably all that is left to offer. 

[WilsonFitbit]

Hello @lindsay0712. Welcome to the community forums. @Odyssey13 Nice to see you around and thanks for your input. 

@lindsay0712 I'm very sorry for the inconvenience and experience and thank you very much for the detailed information and steps you've followed. Please note that any feedback posted in the forums is always welcome as it helps to improve our products, services and overall environment.

On a side note, I was able to see that you reached out to our Support Team and they were able to provide information and assistance. If you still have questions or inquiries about the outcome of your case, I recommend replying back to them and they will be glad to continue assisting you. 

Lastly, please note that replacement devices are provided for products that are within the warranty period. If your original Charge 3 is no longer under warranty a discount could be an available option but some conditions and requirements should be met. For more information about our warranty policy, I recommend visiting the following link: https://www.fitbit.com/global/us/legal/returns-and-warranty. 

See you around. 

[klm4iast8]

I agree that after the 12 month warranty period, all you are going to get from customer support is a discount.  But don’t you think that a device that probably cost Lindsay $200 should last more than 18 months?  I have had four Fitbit’s.  The first two were early “trackers”, both died shortly after the warranty expired.  I bought my Versa 2 in September 2019, and it started with the battery issues at about 18 months too.  I finally “fixed” mine by reinstalling the app on my iPad.  Ironically, I have a Charge 2 that is 4 years old and it still works perfectly.  When my Versa 2 dies, I will probably look at another brand.  

[WilsonFitbit]

Hello @klm4iast8. Nice to see you around. 

I'm very sorry for any inconvenience and thank you so much for taking the time to provide your feedback. Please note that our team is always working to enhance your experience and your feedback is a big part of that process.

Regarding your concern, I'd like to let you know that normal wear and tear can occur naturally over time, however, your comments are very appreciated and please note that they help to continue working on improvements to our services and products. 

See you around.