Back in December of 2018, someone hacked my account. I got an email saying that someone had changed the email address of my account. I saw immediately that this was fraudulent activity, so I went in and changed my password, and I called Fitbit to report it. However, later that evening I got an email from Fitbit, with the fraudulent person on copy, saying that a new Versa was on its way to them. I reported this again.
Now, my real, legitimate Versa has died and they won't send me a replacement. They keep telling me that my case has been escalated and some mysterious department which has no name and won't take phone calls is reviewing my case. I've been on the phone with them for 30 minutes, speaking to several different "supervisors" and I still have no answer. This is HORRIBLE customer service. I'm being penalized for Fitbit's screw up. I've been patient for 2 days now, and still not getting an answer.
Update to my original message: After 45 minutes and talking to three different people and insisting on getting a resolution, they are replacing my Versa. Thank you Gaby at Fitbit for helping me when nobody else would! I sure hope this new one lasts longer than 6 months.
Moderator edit: updated post and subject for clarity.
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