Fitbit Versa suddenly crashed

[aneishgoel]

Hi all,

My Versa just suddenly crashed out of the blue a couple of hours ago. I use a OnePlus6 mobile (Android) (not that it matters), and have tried both the restart option (back button + bottom right) and hard reset (all three buttons together) - neither work.

Further, when I charge the device on a laptop, a Fitbit logo comes for a few seconds, but then the screen goes blank, and this process repeats endlessly. 

What's going on? Is this because of the firmware update? Just seems totally out of the blue.

[aneishgoel]

Hi @MarreFitbit thanks for your super-helpful (lol kidding) joke of a response. 

As I have mentioned earlier -

1- Device crashed through no fault of mine

2- I have NEVER IN MY LIFE seen a software update crash a hardware across any kind of device; and the manufacturer claim not to be liable for it

3- Get offered absolutely no resolution; warranty expiry notwithstanding (heck I didn't even get the 25% you've offered to others).

You can hide behind your warranties, and sure I've burned through $250 (INR costs are higher). I will ensure that I personally will never spend a single dime on a fitbit device ever again, given the appalling support from your end.

Further, I am extremely pleased to inform you that my posts on social media on the issue have prompted universal condemnation among my friends and followers, and some of them have been dissuaded from making immediate intended purchases of FitBit devices. While I was not able to recover my money spent on this, multiple lost sales have cost you (and will continue to cause) more damage than a single rightful customer resolution would have 🙂

Regards,
Aneish Goel 

[MarreFitbit]

Hello there @aneishgoel. We acknowledge the limitation we have on our part particularly on what you have experienced. We‘re taking into consideration your comments and sentiments with regards to our products and services. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on that feedback. 

I'll be around if you have any further questions. 

[Miriah]

I know how you feel I have gone through 3 and this last one isn’t even a
year old I will never get another one from Fitbit

[aneishgoel]

Hi @MarreFitbit 

If you really had been 'taking into consideration my comments and sentiments' you would have made some - any - attempt, even if it was deemed unsatisfactory by me later, to try and rectify this on your part. Instead, all I have heard is corporate bull-speak.

Thank you for revealing your true side and be rest assured that you have quantifiably done more harm by not providing me with any resolution. I am personally very satisfied that my social media posts have lost you more sales than you could have saved by addressing my case!

[SunsetRunner]

@MarreFitbit lf you can't guarantee that the hardware of the device won't be corrupted by a firmware update as per what has been noted in this thread alone, why do you moderators push to have users do the updates? 

That's appalling that a company would do this to their customers.  Especially,  during this time period when things are financially impacted.

What does the development team do with all the information that is provided to them?  All I have read is issue after issue with each firmware update.   Where is the testing and quality check to ensure these updates are safe to download especially for devices that are out of warranty? 

Why should the users be out of a working device (which users have noted throughout the forum that they had a perfectly working device before the update) when it's your firmware updates that are causing the devices to be bricked, unresponsive and perform in a subpar manner?

Do you think users will accept the 25% discount off a new device when it's the firmware update that caused their issues?  In just reading a few posts throughout the forum the answer is no

..they are going with other brands.  

Users should be given the option to decline or accept updates especially if their device is out of warranty. 

[aneishgoel]

Excellent point @SunsetRunner regarding the constant notifications / reminders / cues to update the device. 

Unlike others I haven't even been offered the courtesy of a 25% discount off my next purchase (not that it helps in any way). I'm really appalled by what's been done by FitBit; I can't think of a single other company which would wash their hands off on an issue like this (where their own software update has caused a device to crash).

I will continue going out of my way to ensure that FitBit continues to get flak on my social media. Only way I can think of reciprocating the love that FitBit has shown!

[aneishgoel]

As a final update - Fitbit refused to offer me any recourse - not even a 25% discount off my next purchase that almost everyone else has availed of. 

Screw you you shameless cheaters, and goodbye!

[Fitnesschick32]

I have gone through 5 versa lite....all of them either stopped working or some of the features stopped working. This product is of very poor quality. I am very dissatisfied with it. I am now trying Versa 2 to see how it works. 

[chelsfisher28]

Hi myn has done the same thing and won't come bk on fitbit told me t charge it for 30 mins even though I've left it all night n it crashed at 80% battery have u had much luck 

[MarreFitbit]

Hi everyone. We appreciate your time in giving us this overall feedback towards our product. We provide feedback to our team based on community posts and we are always working on improving our devices. We take into consideration all your comments and sentiments. 

Hello @chelsfisher28, welcome to the Community Forums. I've seen you contacted our Support Team after posting here and saw they already helped you to resolve the issue. We hope you're back on track soon.

Let me know if you have any questions present.

[StaceyTaylo]

Hi, My Versa 2 has also crashed and I can’t get through to customer service by phone or live chat.. Help!! I miss my Fitbit working.😕

[Franifran]

I'm having the same problem!!

I've gone through 3. I'm done with FitBit!!

[chelsfisher28]

I managed to get through on phone i rang quite early hope u have some
better luck

[MarreFitbit]

Hi there @StaceyTaylo, welcome to the Community Forums. I'm sorry to hear that your Versa 2 stopped working as well. I was about to create a support case on your behalf, but I've seen you were able to contact our Support Team after posting here. I'm glad to hear they helped you already.

Hello @chelsfisher28! I'm happy to hear that you managed to get help through our phone support. 

Hi there @Franifran, thanks for stopping by. I'm sorry to hear that you're having issues with your Versa. To better assist you, would you mind to give a brief summary of the inconvenience you're having?

I'm looking forward to your response, keep me posted.

[Franifran]

After the last software update my Versa won't sync. Tried to restart but lost all power. So my Versa no longer powers up. Charged for 24 hours still no luck.

[MarreFitbit]

Hi @Franifran, thanks for the update. Since this sounds a bit more serious, I've created a support case on your behalf - you should receive an email from Customer Support at the email you used to register with the Community forums. Note that we may take a bit long to get back to you due to recent events affecting our operations, support options are limited and wait times are longer than usual.

Let me know if you have any questions present.