Fitbit Versa Heart Rate monitor

[Jessie2520]

Hi,

This is my third versa.  The first one stopped working after approx 10 months.  After talking with Fitbit numerous times it was replaced.  The replacement was faulty, wouldn't hold charge.  They ended up sending me a refund as they didn't have the colour I wanted.  

I have had the new one less than three months.  I wore it in water for the first time last week.  Since then the heart rate monitor hasn't worked properly.  Tells me I'm active the whole time.  In peak zones and cardio zones while I'm asleep.  After contacting them and was told to reset and turn on and off heart rate it is still doing it.  It was escalated and the people I have been in contact with are hopeless.  Told it might be medication, stress etc.  I told them it was checked a blood pressure monitor and it was 72 compared to Fitbit reading of 140.  

The last reply I had from them was Thanks for providing as more details regarding heart rate and active minutes inaccuracies on your Fitbit Versa. We will continue assisting you.

We’re aware of it, but may not be able to provide a fix in the immediate future. We'll continue to monitor the situation, and keep our team informed of the impact to you and other customers. We understand that this isn't the resolution you're hoping for, but rest assured we're always working to improve our products.

We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

Please let us know if you have any other questions.

This is completely unacceptable and I've told them and asked for a refund.  What else can I do if they don't give me a refund?

Debra

[Rinopopo]

have you seen your fitbit app heart rate stats? do they look normal? i think i have that problem too. My versa tells me i'm about 100 - 120 and short after i look the app and at that time i was about 80ppm

[Jessie2520]

My Heart rate is completely wrong. It says my resting heart rate has been
68 ever since I wore it in the water. My resting heart rate was always
changing. When I go into the stats it says I've been in exercise zones the
whole day. Eg. Since midnight until now 7.38 am I've been in peak 2 hours
25 min. 2 hours 43 mins and 2 hours 30 mins cardio. I was asleep until
6.05 am

Support keep telling me they are working on a solution but from what I have
read on the internet it has been a problem the whole time and they still
haven't fixed it. They tell me they will monitor the situation.

I have requested a refund as all I have is an expensive pedometer. I told
them I wanted it escalated a lot higher then the escalation team. The
escalation team have been awful. Obviously they know they are selling a
problem that has defects. They tell me this morning they are escalating it
to the highest level and will get back to me.

I am also seeing the company I purchased it from today.

Good luck with yours.

[Jessie2520]

Good luck with yours. I would never buy one again. I’ve read the same
thing, it’s been happening all along. They shouldn’t be selling them when
they know it can be faulty.

[Jessie2520]

Fitbit are going to get back to me (who knows when).  I talked to the store I purchased the latest one from (Harvey Norman)  I'm in Australia.  When I told them the problem they told me to come into the store.  I've just been there, they were great.  They will replace it with another Versa.  I can pay the difference for a Versa 2 or buy a completely different brand.  

They told me they don't stuff around like Fitbit does.  I was told they haven't had many returns with Versa 2.  Though I wonder how many people know they will take it back when it's 3 months old or older.  Still concerned Versa 2 will have problems with water.  

Harvey Norman are going to let me research the different brands and get back to them.

How different the service compared to Fitbit!!!!