Fitbit Versa died and screen won't turn back on

[AlexaH2018]

I have contacted Fitbit Support but haven't heard back. My Fitbit Versa was having issues all week (purchased on May 5th and it is sold out in my area). The Versa was freezing and wouldn't let me go to the other screens just staying stuck on the clock face. I reset it several times after talking to fitbit support; however, the following day it unpaired from my phone and then died. When I put it on the charger the screen started to fade to black and then randomly showed different patterns of lines across the screen. I thought this was odd but I assumed it was some kind of screen saver. Now the Versa is black and the screen won't come back. It is on because the light on the back is green and the computer and phone can pair to it but I can't see the verification number and thus can't finish the set up. I have done the restart with the three buttons for several hours with no results. Very very frustrated and regretting upgrading from my Blaze. Does anyone have any suggestions on how to fix this?

[Jayelo]

That happened to me. Return it. If you can return it back to where you bought it that would be the easiest and fastest. Going through Fitbit is a nightmare and lengthy process. Good thing I bought mine at Best Buy. Even though my Best Buy was out of stock of Versas, they sent one to my house and in 3 days I got my replacement. If I went through Fitbit, I’ll probably still be waiting for my replacement since the estimated time to receive their replacement would’ve been about a month or so. Unless I fork out the money for fedex shipping which I shouldn’t since their product failed less than a month. I have to send back my Fitbit. I shouldn’t be stuck with the shipping bill and have to wait that long for a replacement. Fitbit needs to get better customer service. 

[AlexaH2018]

I guess I will be returning mine then 😞 . I have been trying to restart it and can't. 

[AlexaH2018]

I spoke again with Fitbit support and they are sending a replacement in 5 - 7 days. Fingers Crossed this one isn't flawed. 

[DramaQueenDiva]

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@AlexaH2018 wrote:

I have contacted Fitbit Support but haven't heard back. My Fitbit Versa was having issues all week (purchased on May 5th and it is sold out in my area). The Versa was freezing and wouldn't let me go to the other screens just staying stuck on the clock face. I reset it several times after talking to fitbit support; however, the following day it unpaired from my phone and then died. When I put it on the charger the screen started to fade to black and then randomly showed different patterns of lines across the screen. I thought this was odd but I assumed it was some kind of screen saver. Now the Versa is black and the screen won't come back. It is on because the light on the back is green and the computer and phone can pair to it but I can't see the verification number and thus can't finish the set up. I have done the restart with the three buttons for several hours with no results. Very very frustrated and regretting upgrading from my Blaze. Does anyone have any suggestions on how to fix this?

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My initial thought was to contact Support, which you already did.  My second thought is to return it to the store you got your Versa at and see if they would be willing to exchange it.  You are correct in believing that your Versa shouldn't be acting this way, and my guess is that you got a dud.  I'm not sure if Fitbit can exchange it if needed, but you can always check the warranty. 

[AlexaH2018]

They are sending a replacement but I can't exchange because it is sold out all over south Florida. I checked all the bed bath and beyond, target, Macys, Khols and Best Buy Stores lol. Support did say I didn't have to return it but not sure what I would do with a fitbit screen that doesn't turn on. 

[Jayelo]

At least they said you didn’t have to send it back. I dunno why some Fitbit customer service says you have to or not. We had very similar situations with our fitbits. I didn’t think I should have to have sent mine in but the person I talked to wouldn’t let up on it and it was just ridiculous. 

[AlexaH2018]

Yeah I noticed everyone seemed to have a different experience on whether it needs to be sent back or not.

[SunsetRunner]

This happened to me, too after the firmware update, and they're saying I have to send it back and wait about a month for a replacement. Abysmal support.

[vintagechutzpah]

Unfortunately, same thing happened to me!

It was just on 60% and then it all went black. I tried re-charging. The interface goes back up but won't get past to 1%. Once you take it off the charger, it's just dead! I tried to troubleshoot + factory reset but nothing works. 

I contacted customer service. The chat agent was great. I am now doing an e-mail exchange. They decided that it might just be the charger. They'll be sending a charger replacement instead. I'm from the Philippines so imagine how long will that take. Imagine also the frustration when I try the new charger and it still doesn't work and it ends up being the hardware fault at all. 

Oh! Quite frustrating!