Fitbit Versa 2 won't charge

[ArtVandalet]

My Fitbit Versa 2 won't charge, it's only 2 months old and Fitbit says it's not warrantied for this defect. I thought the warranty period was 1 year. 

I have gone through all the troubleshooting steps several times, and measured the voltage at the pins. Nothing seems to be wrong except the device itself.

They closed my case after offering me 35% off my next purchase.

Has anyone else had to deal with this? I'm thinking of going directly to my credit card company for assistance, I'm sure FitBit is banking on me not following this up because of the hours it will take.

Moderator edit: format. 

[SunsetRunner]

Hello @ArtVandalet 

I’m not sure what troubleshooting tips you performed but I’m assuming you can’t restart your Versa 2 because I’m sure up it’s dead by now if it won’t hold a charge. Have you considered the possibility that your charger is defective? Look closely at the pins…are any of them slightly pushed in or bent in any way? Maybe give them a gentle cleaning with a q tip…maybe has a small bit of debris on them…🤷‍:female_sign:

[ArtVandalet]

Hi MegaBite, I made sure the USB port was providing power, cleaned the pins, reset it when it was at 11% and then it went dark. As far as I can tell, the pins are aligned, but I'll give that a closer look.
The bad part isn't that it crapped out, the bad part is that it crapped out and FitBit doesn't consider it to be covered under their warranty.

[Rosecrazy]

My husband and I both bought the Versa 2, (don't let old folks with debit cards watch the shopping networks at midnight).  His stopped charging first and now mine is not charging. We bought new chargers. Wish us luck.😣

[SunsetRunner]

Hello again @ArtVandalet …I would agree that I would think the charger and/or Versa 2 (if defective) would be covered if it’s only two months and would be frustrated as well. I would be lying if I said I was completely versed on every detail of the warranty policies so I can only sympathize with your frustration. Maybe a Fitbit Moderator who read these post will be able to provide better clarity. I’m sorry I couldn’t be more help.

[ArtVandalet]

Thank you MegaBite.
I'm working with the store that I bought it from, it's a Chinese distributor through Wal Mart, but I believe they have a US warehouse, the phone # in our emails is in the US and they seem to care more than FitBit themselves.

[ArtVandalet]

Hi Rosecrazy, hopefully the chargers are the issue. I don't want to buy one and find out that it still doesn't charge haha 😶

[Rosecrazy]

I got mine and my husband's from Hsn or Qvc. Could have come from China
also for all i know. .

[ArtVandalet]

Update: FitBit never bothered responding to my question why a complete product failure wasn't part of the one-year warranty. Thankfully, the Chinese company I bought it from through Walmart is issuing a refund. Does FitBit monitor these boards, and is there a way to tag them?

[SunsetRunner]

Hello again @ArtVandaleti I’m sorry you went through so much trouble but I’m thrilled to learn that you are getting a refund at the very least. (Insert MegaBite here doing cartwheels in celebration) 😃

To answer your question the moderators do indeed monitor these forums.

[AndreaFitbit]

Welcome to the Fitbit Community, @ArtVandalet @Rosecrazy. I'm sorry to hear about your Versa 2.

You can check product Warranty here. I would recommend contacting the place that sold you the watch.

Thank you for your comments @Rosecrazy and for your assistance @SunsetRunner.

See you around. 

[ArtVandalet · Accepted solution]

Hi Andrea, I checked the warranty page. "New Product(s) shall be free from defects in materials and workmanship under normal use for a period of one (1) year from the date of purchase." It stopped charging and working in about 2 months, and the complaint I put in with FitBit was closed, stating that this issue doesn't fall under the warranty, even though it clearly falls under the warranty. If a product that doesn't work after two months doesn't fall under warranty, please explain this to me.They did give me 35% off of my next purchase, which I reluctantly used for a replacement. I contacted the distributor, and they quickly refunded my money after I sent a video showing that it did not work. That's how customer service and Quality should work.
I'm hoping that my next FitBit, which arrives Monday, isn't junk and also that FitBit will change their policy that something that doesn't work after two months isn't covered under the warranty, or at least change the warranty statement so that people are aware of this.
I've been working in the Quality field for 40 years, no company I ever worked for tried to get out of replacing something that was clearly under warranty. I realize that you likely have little control of the company's decisions. Please let your upper management know about this and have them contact me if they want some free consulting on Quality as it relates to customer service. I normally charge $100 an hour for this. As an American Society for Quality Certified Quality Engineer, I feel obligated to share my knowledge on something like this that should be an easy fix.