Fitbit Versa has died during my swim tonight

[JacquelineToofa]

Can't restart by holding left and bottom right button

Nothing happening on charging doc

Do I need to take back for new one? Only had for less than 2 months. 

Grrr

Jackie

[RicardoFitbit]

Hello @JacquelineToofa welcome to the Community Forums!

Seems odd that your Versa device stopped working during your swim activity, even more when this specific device is swim proof up to 50 meters, I appreciate your effort and patience troubleshooting this prior to posting. To better assist you with this, can you please let me know if the heart rate sensors of your Versa are still flashing or is your device completely unresponsive? If you haven't already done so, I recommend you to check our help article: Why isn't my battery charging on my Fitbit device? and let me know how it goes. 

Let me know if you have any additional questions, I'll be here. By the way, I've moved your post to the Fitbit Versa board. 

[JacquelineToofa]

Hi lovely... It's completely dead. You can actually see the condensation on
the back of it 😕. Like you say.. Not waterproof... Water resistant. They
are sending one more.. If it happens again I'll get a refund. I bought it
because it was meant to be waterproof. I'll go back to fitbit flex....

[RicardoFitbit]

Your reply is appreciated @JacquelineToofa, pardon me for the delay in responding your post.

I appreciate the information that was shared with me regarding the situation you experienced with your Versa device, I'm happy to know that our Customer Support team provided assistance with this inconvenience accordingly to our warranty policies. My best advise will be to contact them back if you have any additional questions or if you require further assistance with your replacement order.

See you around, I'll be around if you need anything else. 

[JacquelineToofa]

Thank you for your email... I have set up my replacement. I didn't dare
wear it swimming Sunday though 🙁... Too worried the same thing would
happen again. I wore my flex 2. Bit of a shame.

[KayleeAmanda]

2 of ours died while swimming weds night and they are refusing to acknowledge or replace them. 😡 

[JacquelineToofa]

That's not OK. They cannot say they are water proof to 50 metres then you
can't even wear them swimming. I only had mine 6 weeks and you could see
the water 💦 in the back of it. Not water proof. Not ok fitbit. They need
to sort this out. Persevere!!!

[KayleeAmanda]

@JacquelineToofa

Unfortunately my 2 are out of warranty, but it is obviously no coincidence that both died on the same night after the first ever swim with them.. Oh we are livid.

[JacquelineToofa]

I would still fight it. If you look on line you will see many people are
experiencing then dieing in water. It's not the warrantee that's the
issue.. It's not fit for purpose. I bought mine because its water proof.
Surely its miss selling. It doesn't do what it says on the tin. Not cheap
either.

[RicardoFitbit]

You're welcome @JacquelineToofa, your update is appreciated. It's also nice to see you again participating in the Community Forums @KayleeAmanda, welcome back.

@JacquelineToofa I'm happy to know that you're back on track with your replacement device! Please note that since our Versa device is swim-proof up to 50 meters, you should be able to use it in your swim sessions. If you experience any inconvenience after doing so, please don't hesitate to contact me back or our Customer Support team to receive further assistance with this.

@KayleeAmanda Thanks for your post. I was informed by our Customer Support team that they're reviewing your case and providing you with assistance regarding the inconvenience experienced with your device. That said, if you have any additional questions about the information that was provided by them, I recommend you to contact them back to receive further assistance. Don't hesitate to contact me back if you need anything else too.

I'll be around.

[KayleeAmanda]

@RicardoFitbit

Unfortunately the best I've been offered is 25% off 2 trackers since 2 trackers were dead within hours of swimming. I really do not want to support a company who can't stand behind their claims.

[RicardoFitbit]

Thanks for your reply @KayleeAmanda. 

Please take in consideration that they refer to our warranty policies when it comes to a warranty-related process. However, since I'm unable to check your personal details, I recommend you to get in touch with them to receive further assistance. 

I'll be here if you need assistance with anything else in the meantime you get in touch with our Support team.

[KayleeAmanda]

@RicardoFitbit

Are versas supposed to look like this after swimming? 

Is there supposed to be condensation? Or is it only swimproof up to one year after purchase? I am confused. 🤔

[JacquelineToofa]

When mine died there was water coming out of the back of it. I could see
condensation once the water finished coming out. This is not meant to
happen. I don't know if this is a fault on some models or a design fault
but it's happening too many times to be unusual.

[JacquelineToofa]

It's not about how long you've had it.. It's about whether it does what
it's meant to do. Soon I will have to wear mine swimming but I kind of know
its going to die in water. I have found fitbit products to be excellent for
years. I also think their customer service is amazing 💕. However, there is
a problem here that needs attention.

[KayleeAmanda]

@JacquelineToofa

I received an email today from someone who says they are at the top in terms of customer service. 

He asked if I had tried soaking it in rice. 

Not for nothing, but am I supposed to have to soak it in rice? Is it only swimproof up to one year?

At least the response I got acknowledges that people have experienced water issues with their versas. They might slowly be taking responsibility. 

[RicardoFitbit]

Hello! It's a pleasure to continue assisting, my apologies for the delay in responding. Your posts and replies are appreciated @KayleeAmanda and @JacquelineToofa.

@KayleeAmanda I'm confused too, thanks for the picture that was attached in your post, certainly this is not the way our Fitbit Versa was designed to perform with water because it's swim proof up to 50 meters. I'm happy to know that our Customer Support team continue assisting you with this situation. Please don't hesitate to contact me back if you need anything else. 

@JacquelineToofa Thanks for sharing your thoughts with us, please note that we're always striving to improve the Fitbit experience with our products and services, therefore, the information that was shared with us is appreciated.

See you around. 

[AmyWatson77]

Same has happened to me! My warranty expired on 6/8/19. They are offering me a discount on a new one, overnight shipping, and a free watch band. Even if I get the Versa Lite that leaves me paying almost $100 and then I would be scared to not do the extended warranty. I paid $199 14 months ago. I am furious and debating if I even want to mess with a fitbit anymore. 

[CiaoLN]

The same happened to me! My Versa was working just fine when I wanted to try it in the water. Within hours of getting out of the water, the screen went black and never reset. I did get a replacement, but now it doesn't get past the logo screen. This is my family's 7th or 8th Fitbit. I like the features, but they are so unreliable. I knew I should have gotten the Garmin. I feel all your pain!! 

[RicardoFitbit]

Hello @AmyWatson77 and @CiaoLN, welcome to the Community Forums! My apologies for the delay in responding your both of your posts.

@AmyWatson77 Thanks for taking the time to share your personal experience with your Versa device, totally understand your frustration on this. My best advise, since you already contacted our Customer Support team about this situation, will be to contact them back if you have any additional questions about the information that was shared by them and to receive further assistance. Don't hesitate to contact me back if you need anything else too, I'll be around.

@CiaoLN Thank you for the feedback that was shared in your post, my apologies for the inconvenience you went with your device. If you haven't already done so, I recommend you to restart your Versa and let me know if this procedure resolve the logo screen situation.

I'll be around if both of you have any additional questions.