Fitbit Versa syncing issues

[hollyallysa]

I’ve had three Fitbit Versa’s now that have stopped syncing after a couple of months of use. My steps stop syncing, the time won’t update, it states that the Fitbit Versa cannot be found & one where the screen started acting up and eventually stopped syncing. Every time I’ve chatted in and tried the steps given to resolve the issue but the steps have been unsuccessful and Fitbit issues another replacement. After arguing with fitbit because they cannot provide answers to why this keeps happening and clearly have not resolved the issue as it keeps happening the best they have agreed to do is replace my Fitbit Versa with a new in box same model. (This will be #4 & I’m still waiting to receive the replacement after two weeks as I’m told that’s the process — they refused to upgrade me to the Fitbit Versa 2 even with all the issues and time that I’ve had to go without having a Fitbit) With the Fitbit having a year warranty I only have four months left on the warranty and I’m worried I’ll eventually be stuck with a defective product due to the problems I’ve continued to have. I’m wondering if anyone else has experienced these issues or if I’ve just been unlucky (maybe due to that fact that two of the replacements were refurbished) or maybe I have been doing something wrong? (They advised overcharging/charging overnight can result in a defective Fitbit which seems a bit extreme and doesn’t explain all of the Fitbit’s that I’ve gone through) I’m debating if I should use the replacement or if I should look into buying an Apple Watch. I have an iPhone which they have advised is compatible with Fitbit.

Moderator edit: updated subject for clarity

[Pescho33]

200 Euro for rubbish

[DanaB3]

I see that they keep changing the title over and over again! 

They have also been removing my posts, privately messaging me, and blocking me from commenting.

Shame Shame we know your name Fitbit.  

[Sandesh_N]

Dear FitBIt team,

You should concentrate on resolving the issues ,instead of ignoring them.

In today's competitive world, it will take no time for your competitors to take over you,pl. mind it.

Don't forget, Blackberry phones, Nokia phones, they all ignored customer, later customer ignored them. We love fitbit ,pl. do not force us to change our loyalty to your competitor.

Thanks

[WHynesNL]

Same problem here with my Versa Lite starting yesterday morning.  Many users having same issue and reporting it here on this forum.  

[hollyallysa]

No answers to the issue have been given on this thread. I also haven’t received a response to the personal email that I’ve sent. I just wanted to reach out to you and request that you read through the entire thread and address the issues. I look forward to hearing back/getting answers. Thank You! 

@EdsonFitbit 

[Jwing]

Me too

[speds]

They want to brush this off and pretend it will go away. I’ve seen national press on it in UK publications but so far nothing in the US media. I doubt that will be the case much longer.

I got my replacement Versa today. I don’t expect it to last much past a few months and then I’m done with Fitbit.

I’ve been with them from their very first tracker but this level of customer service is simply unacceptable. They produced a bad product and then made it worse with faulty updates...and they are silent on it.

Sent from my iPhone
Please pardon brevity or any spelling errors/abbreviations.

[DanaB3]

I'm happy you switched to Apple, I'm thinking I will do the same. 

I originally got the Fitbit versa instead of and Apple watch because i was a loyal customer and the difference in price point.

Its safe to say, I am definitely not a loyal customer anymore and I'll take the hit on price gap to be rid of this company and it's products. 

[hollyallysa]

Those were my exact reasons why I went with Fitbit in the first place. It was my first Fitbit but the price was reasonable, I liked the watch when it worked and the community aspect. However, I recently found out that I could add an Apple Watch to my phone plan and make payments on it which I decided to do since we unfortunately aren't getting any answers here. 😞

[aayers87]

Same here! 

[rustyamanda]

Fitbit is trying to find a buyer to buy out the company. I doubt there will be any solutions for us. Sent from my Verizon, Samsung Galaxy smartphone

[SunsetRunner]

My Versa just started doing the same thing, won't sync. It is saying "no device found" I have done nothing different. It also stopped keeping the correct time? I have tried everything they say to do and nothing is helping, very frustrating!

[DanaB3]

This is absurd. This is NOT THE BEST ANSWER!!!! You have answered nothing and been completely silent since your first post. I’ve already reported FitBit to BBB and FTC. 

[icerolyuk]

I had this problem back in January and my Versa was eventually replaced and the new one worked ok until yesterday when I upgraded my phone from iPhone 6plus to iPhone 8plus with the latest iOS 13.1.2 - went through everything and got direct support via FITBIT twitter account.  deleted watch from app then deleted and reinstalled the app .... tried to sync as a new versa many many times then finally just a few minutes ago SUCCESS!!...... what had I done differently?..... in the instructions you have to put the versa "near" the phone to initially pair via bluetooth..... this time I put the watch in physical contact with the iPhone directly on top of the upper part of the screen (where the iPhone Aerial is)  and BINGO it paired straight away.... I cannot fathom out why this should be, as normal bluetooth range is around 70 meters but clearly for my versa this time it needed to be closer than 1 centimetre .... crazy I know but it worked for me.

[icerolyuk]

Spoke too soon - it won't connect again - I've messaged Fitbit again on twitter. Utterly useless to me like this as not only do I track my health and fitness but it links to my "Vitality" health insurance to get reduced premiums and money off  / free gifts so all the time it is disconnected I am losing out grrrrr

[andy_glass]

fitbit have changed there warranty conditions to 45 days now and that is only if you bought it from them they changed it in September this year I have had issues with my versa for over 3 weeks now 14 emails later they have given up and it looks like there is not going to be a fix soon so my versa is now an expensive bit of plastic that is not fit for purpose 

[Jwing]

=-O
No way...

Are you sure about that? That's completely crazy.

[andy_glass]

this is the email I got back from them today after 14 emails 

I asked for a replacement and they sent me a link to look at the warranty details and it was changed to 45 days in September I will find the e-mail and post it 

as for fixing the bluetooth sync issue this is what I got

We appreciate you getting back to us and for providing us with additional information that will help us to better assist you.

We'd like to let you know that 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 hope for your understanding regarding this matter.

We apologize for any inconvenience this has caused. If you have questions, don’t hesitate to contact us back.

Sincerely,

Christine Z and the Fitbit Team

[andy_glass]

email I got from Fitbit 

We appreciate you getting back to us and for providing us with additional information that will help us to better assist you.

We'd like to let you know that 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 hope for your understanding regarding this matter.

We apologize for any inconvenience this has caused. If you have questions, don’t hesitate to contact us back.

Sincerely,

Christine Z and the Fitbit Team

[andy_glass]

Hi Andy,

Thanks for the prompt response.

Since you're requesting for a refund, we're glad to explain your options.

If you bought your device from fitbit.com, we accept returns for 45 days from the date of purchase. For more information, you can go to our Fitbit Limited Warranty.

If you bought your device from a partner or another retailer:
If you didn't purchase your tracker from fitbit.com directly, please contact the retailer or partner about returns and exchanges. We can only exchange or refund items purchased from fitbit.com.

And now about replacements, we'd like to inform you that we need exhaust all troubleshooting for your watch before providing such replacement. We'd also like to share that we are not able to issue a replacement device as this is a known issue, and we are not able to guarantee that a replacement will guarantee different results from what you are currently experiencing. This being said, we're always dedicated to improving our products and providing the best assistance.

We are hoping for your utmost patience and understanding. Let us know if you have other questions.

Sincerely,
Christine Z and the Fitbit Team

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