My Versa 2 died. Just refused to charge or turn on. Fitbit help very quickly and easily offered to replace my device. The ease of this transaction ended there. I was told it would be a 5-10 business day turnaround. 22 days after I put my device in the mail, they had still not received it. Most companies will ship you the replacement and include a label and/or box to return the defective unit so your service is interrupted for the least possible time. Not so with Fitbit. I was told multiple times that the COULD not WOULD not send my replacement until the dead device was received and processed. That step ALONE takes 5 business days. At last a helpful rep declared my device lost in the mail and sent me a return by expedited shipping, and I got it in 3 days.
In the meantime, I was told by a rep via Fitbit chat that I could easily restore my apps, clock faces, and settings along with all my data to my replacement device by simply following the directions on my mobile Fitbit app. After all, that app has all of my installed apps and faces saved. But it turns out that was a lie, and multiple reps told me when the restore did not materialize that it was impossible to restore those apps and faces through the mobile app. I would have to recall every app and face I had by name, then re-install them, and in some cases purchase them a second time unless I could contact the developer. I did not know the names of the faces I had chosen after months of trial and error.
The thing is, the mobile app SHOULD be able to restore your apps and faces. The info and data is RIGHT THERE, saved to your account. People often replace their device, either through warranty, or by purchasing a replacement for a lost device or an upgraded device. There is nobody who would NOT want to put their preferred apps and faces back on their new device. THIS SHOULD BE OBVIOUS.
Oh, and the warranty replacement I finally received? Scratched and dinged up. When the device I returned was pristine.
Thanks, Fitbit.
Moderator Edit: Clarified subject
