Fitbit Versa updates bricked my device

[MegJoy]

I consider myself a loyal customer, I have been with Fitbit for 4 years. My first Fitbit was the Alta which I enjoyed for 2 years before deciding that I wanted to upgrade to the Versa (which had just come out at the time). The Versa worked great up until a month ago, a got an update and I noticed that my battery drained at an extremely fast rate. I went from having a battery life of 4/5 days to about 8/10 hours. Which was disappointing as I like to wear my Fitbit all day and night as I monitor my heart rate, sleep, my steps etc. I went on forums and followed instructions to extend the life I turned off my automatic sync, I changed my clock-face, and I turned my screen on dim versus automatic, I also restarted my device. None of it helped to extend the life. However, I dealt which it. I hoped that a new update would fix the problems that I was having and chose to just wear my Fitbit during the day and charge it during the night.

On Saturday night May 2, 2020 I got a notification for a new update firmware version 32.70.7.27. I thought, "Awesome they are fixing the issue." I couldn't have been more wrong. After the update and charging overnight, I put it on Sunday May 3 morning and suddenly, it shut off completely. I put it on the charger thinking that maybe it was dead, left it on there for several hours.  I called FitBit support and explained what happened between both updates. She led my through an alcohol cleaning, attempted charge and restart, nothing worked. She told me that because my warranty is up that she could only offer me a 25% discount for a new device. I told her that is not right considering I didn't break my device, the update did. I offered several times to mail it in as proof that I didn't damage my device. She told me that because she was working from home she couldn't have a supervisor speak with me. Instead she said that she would email her supervisor and that someone would call me. On May 4th I received an email from Fitbit support asking if the issue was resolved, to which I responded that it was not resolved. I didn't receive a call back from a supervisor or an email back from customer support.

Thus, I decided to call back today to readdress this issue. The customer service agent wasn't able to offer me anything other than the 25% discount on a new device. Which doesn't make any sense. Do they really think that people are going to replace a $250 smartwatch every year or even every 2 years? Is that how long they expect these devices to last. No, of course not. If I had broken my device, I would be more than happy to purchase a new one. But I am not ready for an upgrade. You don't need to purchase a new phone every year, why would you need to purchase a new smartwatch? The agent I spoke to today transferred me to a supervisor (which tells me that the lady I spoke to the last time lied about being unable to do it). I explained again that I was a loyal customer, always telling everyone that Fitbit has the best device for fitness when other people are talking about their Applewatch or whatever. Which is the truth... When the device is working. I was so happy with my device! The supervisor I spoke to today only offered me the same discount and an extra band. She either pretended that she didn't know that this is a known Fitbit issue. I have seen many threads online about updates "bricking" the device. She claimed that because I was out of warranty that I could not get a replacement. I offered again, to mail in my device to show that I didn't break it. If an update breaks a device, than it is up to the company to replace it. And it is extremely unethical to try to "sell" me another device by giving me a discount. Fitbit is going to lose a loyal customer and unofficial spokesperson by first not responding when this issue needs to be elevated and secondly denying that the update broke my device (which tried to do). My husband is a software engineer, he know how this stuff works. Don't try to say that lie to your customers. It would be better to say, "Yes it is a known issue that happens with some devices, let me elevate this issue to someone that can help you." She finally said that she can elevate it to an investigator because she said that her supervisors don't speak to customers. However, she said she had no idea when I would hear back from an investigator. I am posting my experience because that seems to be the only way that anything gets done now-a-days.

Again, I want to say it is completely unethical to make your customer purchase a new device when Fitbit broke it, not the customer. I won't be purchasing a new Fitbit device in the future (which I was extremely excited about) with Google purchasing Fitbit and all, unless this gets resolved in an ethical manner. This is how you lose your customer base.

[Lenovos]

i spoke to awsome girl from fitbit yesterday and she told me that update i got about a week ago has done away with the tab to allow us to sync automatically or manually. my battery is draining too, not that fast but disappointing as i was getting over a week using it day and night. hope they put out another update and give us the tab back so we have the choice to auto or manual sync. my phone battery is suffering as well

[MegJoy]

I am glad your device is still working, as mine doesn't work at all now.

[MegJoy · Accepted solution]

So, Fitbit Support contacted me back on Saturday 5/9/2020 at 7pm. I wasn't expecting such a quick action so I didn't see it Saturday and with yesterday having been Mother's Day I didn't check my emails until today. They offered me a replacement at no charge. I am very happy that they decided to resolve this issue in an ethical manner.

At this time, I will continue to support Fitbit. 🙂

Thanks again.

[Buza]

I had the same issue but they just said that my warranty was expired and they just gave me 25% discount on a new device. I told them I will not buy something that has a due date, I can't buy a Fitbit device every two years, now I see that the update has an issue, they never said anything about it. I called on may 9th, I also decided no to buy Fitbit ever again I will also not recommend anybody to buy it. I am very disappointed after being a loyal customer for about 10 years all they have to said was, "sorry we can't do anything about it" 

[Squidgmy]

How did you manage to get a replacement out of warranty? Mine was working perfectly until this update, but I also don't see why I need buy a new one when the software is the issue, not anything I've done 😞

[jek11]

I had the exact same thing happen to me on 5/13, with the watch breaking within the day of me updating to the new firmware update (watch is a year old). I contacted fitbit and they gave me a 25% off discount and told me they couldn't offer repairs at this time. I am not satisfied with this response. Unfortunately Fitbit has lost me as a customer. 

[MegJoy]

My suggestion would be to call again and "follow up on the issue". 

Tell them you don't accept the 25% off, ask to speak to a supervisor and when the supervisor says "only 25% off" ask to elevate it further. The supervisor I spoke to elevated it to "investigations" or something like that. About a day later, I was contacted for a "one time offer to replace my Fitbit out of warranty". I hope this helps.

[Spectro1]

I had seen the update available for the longest time and didn't go through with it until two days ago when the wrist strap broke, I decided to just go ahead and charge the Versa and perform the upgrade. Big mistake, now I just see the fitbit logo on the screen when I hit a button. No factory resets and clever work arounds work. 

I have yet to get through to a customer service rep. 

[djlayz]

It is completely unethical for a company not to fix the issue when software is the cause of the issue, plain and simple!

I can speak from personal experience that, although I had to provide some pressure, Apple replaced one of my iPhones (this was years ago), even though it was TWO years out of warranty, because an update bricked the device. 

I do however think (and hope) that Fitbit is doing better. I came to this thread because I had the EXACT same issue with my 1st Gen Versa SE. Working great up until the update, then the device would power off within seconds.. even while in the charger! Battery was at 100% as well prior to the previous update, then IMMEDIATELY went from a fully working device, to a bricked device. I wasn't having any battery issues previous, as the device would last 3-4 days between charges.

I am hopeful however, after struggling with it for 2 hours yesterday I was FINALLY able to put the new firmware on it this morning and it, at least isn't shutting itself down after 30 minutes of wearing it, so I'm hoping the issues is resolved - time will tell!

The support person I spoke with did however allude that it would likely be fixed under warranty if this issue still exists. So kudos to Fitbit. I had already planned on buying an Apple Watch if they wouldn't warrant this one, which would be a shame as my entire family has Fitbit devices.

Anyway I did a factory reset by pressing all three buttons until the Fitbit logo appeared, then letting go of the bottom right button until it vibrated. Then in the app I had to do it in two stages
Stage 1: Pair the device with the phone via bluetooth. Begin setup. Device would power off during wifi setup.
Stage 2: After powering it back up by putting it in the charger, I was able to, after 2 hours of trying, get wifi to connect and perform the firmware update.

After that it seems to be working.. this further proves that the firmware update broke the device.

FITBIT, get you head in the game and acknowledge it's your fault and own the situation, get out in front of it like Apple and Nintendo (switch) have done in the past! People mostly understand these things happen, it comes down to what the company will do about it to make it right that makes a company loved. Offering a 25% discount drives people away, and one unhappy customer will prevent many people from purchasing from you in the future - you can be sure of that!

[Donna-maree]

My fitbit versa about 2 years old stopped reading my heart rate and sleep pattern mid october this year 2020. i have tried everything that has been posted in the fitbit community and nothing works i dont even get the green light anymore. Yesterday morning i placed it on the charger as the screen was nt coming on so i thought it was flat no matter what i did it wouldnt ight up . It spent all day yesterday on the charger 100% battery when i got hpme from work and put it on around 6pm just after 7am this morning it now shows 0% and died. How do i fix this issue please anyone ....... my aughter brought it for me so i can track my heart rate as i have a murmer and get alot of palpatations was great to be able to show my doctor the readi gs from my phone

[Nealkat]

Same thing happened to me.  Update destroyed my watch - won’t sync, battery drains every day, etc.  Got nowhere with support.  I will never buy a Fitbit again, after 3 of them. 

[Nealkat]

Same thing happened to me, accept I got no response from Fitbit.  Will never buy another one again. 

[Kimberley1987]

Hey this has happened to me and they are refusing to do anything about it can you give me some advice on how to get a new one off them. They broke it so why on earth should I have to pay for a new one 

[Donna-maree]

Well hi Edson since i cant reply to your message you sent me saying you removed a post i made i will reply here.

No need to worry about me posting about other products  because after this i wont be visiting the fitbit community or any fitbit site again as fitbit is rubbish it tells me to do an update then it bricks my device that was only 1.5 years old and fitbit wont do anything about it what a load of rubbish fitbit is if they expect you to update your device  atleast make it safe for us to do so without anything happening to a device alot of us paid alot of money for and fix the problem when  something happens to our device from said update...

[kumaresh.dba]

I am glad you are able to get a replacement.  Had the same issue.  Fitbit was keep popping up on upgrading my firmware and at the end I have decided to upgrade and that's it.  My fitbit died and tried many outlets different cables etc.. and no luck.  Called the support and they offered me 35% discount. I told them I don't want a new fitbit just fix my fitbit and send it back.  They replied with "Oh we don't repair the fitbit "  Then whose problem is that.  You have asked me to update the firmware and I did and now the device is not working.  Whose fault is this?  I broke my first ionic glass and I have purchased a new one cuz that's my fault but this time I did the upgrade cuz of the fitbit request and it broke my watch. How can I take responsibility for this?  I have send few mails and all offer is 35% discount.  I have been using fitbit for so long and even recommended fitbit to people who ask me about apple or fitbit. Now fitbit know what is my recommendation.  Its not about the money and I can go ad buy the most expensive fitbit right now but the way they treating the customer is not right.  If you are not treating the customer good I don't care how good you are and that's my last fitbit .

[Kimberley1987]

So true!!! They have lost so many loyal customers, I wonder if it’s been worth it! 

[vtveise]

I agree with your response.  This is on Fitbit yet they will notacknowledge the battery problem which began with the update nor offer full new watch replacements..or a new update to solve the extreme battery drain (mine drains in 4 hours. ). 

I bought an Apple Watch. Apple is a pleasure deal with , always have been with all my phones and iPad. Shame on Fitbit. 

[Nealkat]

I bought an Apple Watch also - love it. Will never go back to Fitbit.

Sent from my iPad