Firmware update turned my Versa 2 into a brick

[KP1000]

Who else is being affected by the latest firmware update? I updated my Versa 2 over the weekend and now it only shows the Fitbit logo. I searched the forum and tried every single piece of advice, then reached out to customer support, which yielded no help.

I got punted to the warranty team, where I was told my Fitbit is out of warranty — I’ve had it exactly 14 months — and offered a discount code to buy a new one. Which I refuse to do, since FItbit’s own update broke my Versa 2, not me. 

Who else is having trouble with their device after the latest firmware update?

[MarkMM]

If I click on the versa in the Android app, it shows the Firmware version. Mine is 32.72.1.9 for my Versa 1.

[MarkMM]

@KP1000 You're welcome. The forum is intended as a peer to peer support forum. As it is on Fitbit.com, the mods can and will delete derogatory comments about the brand as well. Sorry you're having such a tough time with your Fitbit. 

[KP1000]

I thought it could be worth it to share what my interactions with the Fitbit "customer service" people have been like. I'll post them in order over the next few days. Enjoy the ludicrousness!

Here's the first time they reached out to me after chatting with a customer service rep who wasn't able to help and punted me to the warranty team, which also wasn't able to help. 

_________

Hi Kelly,

Thanks for troubleshooting with us.

After reviewing your account, we see that your device is no longer in the warranty period, and therefore isn’t eligible for replacement. For more information about our warranty policy, visit www.fitbit.com/returns.

We want to keep you in the Fitbit family and working toward your goals. Please accept a discount toward the purchase of a new device on fitbit.com.

You'll receive a separate email message with more details about how to take advantage of your discount.

Thanks for being a Fitbit customer. If you have additional questions regarding your Fitbit device, you can visit help.fitbit.com

Sincerely,

Moderator Edit: Personal info removed

[KP1000]

Next:

Hello Jayvee,

I think it’s wrong that Fitbit tried to get me to buy a new device at a discount after the recent update turned my Fitbit into a useless brick. The warranty period has nothing to do with Fitbit’s own update destroying my device.

I refuse to buy yet another Fitbit — this would be my third in as many years

Fitbit should make it right after they release a firmware update that ruins the device. One could think it’s intentional to get people to replace their devices much sooner than is necessary. This is a $200+ device and I’ve only had it for one year! I didn’t break it — FItbit did — and I demand you make this right.

I plan to report this on Monday morning eastern time if no action is taken to make this right.

Sincerely,

Moderator Edit: Word choice 

[KP1000]

Next: 

Hi Kelly,

Thank you for getting back to us.

We appreciate the feedback provided as it helps us improve everyday and want to let you know we always take our customer's comments and feedback into consideration.

The discount offer may not be what you are looking for right now but it is our commitment towards our customers. To set expectations for you, our limited warranty provides replacement of products that have been proven to have a manufacturer’s defect while still in the warranty period. Since your device falls out of these conditions, and therefore is ineligible for a replacement. That being said, as a gesture of our appreciation for your loyalty to our Fitbit family, we have offered you a discount as we’d like to give you an option to continue your fitness journey with us, even when the warranty has ran out.

In case you changed your mind, you can still use the discount that we offered in the next 30 days from the day it was sent to you. We really hope you reconsider getting back on track with us here at Fitbit and we thank you so much for being a part of the growing Fitbit family.

We’re truly grateful for your understanding on this matter and as we continue to be part of your fitness journey. If you have additional questions about your Fitbit device and service, visit help.fitbit.com.

Sincerely,

Moderator Edit: Personal info removed

[MarkMM]

@KP1000 What seems odd to me is, the update came out in January. Fitbit usually announces that firmware's have been completely rolled out. I don't have the motivation to look through 26 pages of the Firmware update thread for that announcement, but you should have got the update long ago, while still under warranty. It doesn't take 4 Months for a firmware rollout. And others are complaining too. Would think you would have a fighting chance due to that. 

[KP1000]

@MarkMM Thanks, Mark. I'm having an even tougher time with the "Fitbit Team."

I know the big update first rolled out in January, and I did read it's a rolling update. Who knows, maybe this is an entirely separate update. Either way, I've been updating my Fitbit when the app alerts me to update my Versa 2's firmware, and over the weekend it froze up during the latest update and never worked again. 

You'd think I'd have a fighting chance, since many people are complaining about problems after the latest update, but it's falling on deaf ears. Fitbit doesn't care about its customers. It's owned by Google, who spies on us, sells our info and helps the Chinese government oppress its people, so what should we expect?

About the warranty, I don't see how it's relevant. If my car dealer's mechanic told me I needed new brakes as part of routine maintenance, and I agreed to the work, and they gave me the car back and the brakes didn't work at all, they'd have to make it right. They wouldn't throw up their hands and say the car is out of the warranty period and give me a discount to buy a new car. So why does Fitibit get to do it? 

[DareDare]

As the 2 years of warranty are over, in my case they offered me a discount. Another post of mine got deleted due to the fact I mentioned I was not going to trust Fitbit anymore after more than 800€ in the last 4 years, and three devices later. I think it's a good opportunity to purchase something different. A pity as I was really happy with the all of my devices up till now, with the update which messed up my smartwatch late 2020, beginning of 2021 (My fitbit app tells me the version is: 32.72.1.9 fitbit firmware). Since then it never returned to the previous state: First of all a full battery started to got empty after less than 24 hours (in April 2021 after the firmware update on my device got complete), then the screen faded so with sunlight you couldn't see a thing, the last thing was this past 24th of may, 3 am CET, when the device was connected to it's charging base and the Fitbit Logo appeared, afterwards the logo started flickering, turning on and off. We attempted to restart the device and given it didn't solve anything we tried the factory restart. In the end Customer Support told me: Thank you for following all these steps, we are afraid we won't be able to help you this time, at most we can offer you a discount (not for the new devices, only for the crappy old ones). Oh and also they mentioned they pursue Customer Support Excelency Standards but also underlined theirs was a business and as such they couldn't do a thing.

[MarkMM]

Sense and Versa 3 are crappy old models? I got a Versa 3 for around $150 with the discount offer. I'm sure there are people paying more than that for a Versa2 daily.

[DareDare]

At least Spanish Fitbit CS told me the latest models were not included in the discount offer. I'm not sure about other countries CS policies. Edited as I wanted to add more info to clarify: I was offered a 35% discount for earlier models such as Charge 4 and Versa 2 at most, and a 40% discount for a Versa Lite Dark Blue or Violet One. When I asked about the purchase of a Versa 3 or Luxe I found a negative answer from CS.

[MarkMM]

I was skeptical myself, so I responded to the discount email asking about the Sense. They confirmed I could use the discount on the Sense. There was like 2 models excluded, the Luxe and something else. While the Sense and Versa 3 are still the top of the line smart watches, I don't think they're considered latest products anymore.

[Mculp2017]

I was effected by 3.43.(1057). It’s was great until then. I guess I’ll try Apple Watch  very disappointed in customer service only offering 35% discount. They don’t even offer to look it over. Warranty or not I didn’t break it their update did. Completely frustrated. Last time I had an update issue I found the fix on YouTube they weren’t any help. Just sorry. Buy a new one. Should have learned then. 

[Mculp2017]

Correction it was 3.43.1(1057).

[Monsterlite]

I had the same issue with my Versa 2

It was 14 months old. I did all the steps used Wjfi Blue Tooth 

It would update and pair until it reached 99 % at which point i would get the Retry message

Numerous occassions i contacted customer support. Finally i was sent to the warranty department. They told me my 14 month old device was out of warranty and offered 15% discount on the purchase of a new Fitbit 

This i have not done.

My working Fitbit was turned imto a Brick by the latest firmware update in November 2021. 

[Monsterlite]

Hello KP 100

I had the identical scenario when i contacted customer care.

Many lunch hours of communication regarding the update and paring of the Versa 2 with the latest firmware.

The debacle started one Sunday evening.

My Versa 2 started to buzz and vibrate and for 30 minutes cycled through all the menus.

Eventually the Fitbit logo appeared and the screen showed an endless loop in many languages to pair the device with the latest firmware.

The latest update broke my device and turned it into a brick.

Funny but for the preceeding month of October 2021 and early November 2021 i kept getting adverts from Fitbit in my emails with the Black Friday Fitbit for Versa 3 and their other latest devices

My Fitbit was bricked by the latest update late November 2021

These are not cheap devices