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Heart rate monitor not working properly.

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‎03-13-2019 19:54 - last edited on ‎03-14-2019 07:54 by Moderator Alum

‎03-13-2019 19:54 - last edited on ‎03-14-2019 07:54 by Moderator Alum

Dear Fitbit,

Why are you not replacing defective units with the known HR monitor issues per warranty? It worked just fine for five months, then one of your software updates broke it. Why is it taking so long to fix the issue? Are you ever going to fix it? If not, why? Disappointed customer after all these years. 

 

Moderator Edit: Clarified Subject + Format.

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‎03-14-2019 07:59

‎03-14-2019 07:59

Hello @SunsetRunner, I hope you're doing well, it's nice to see you around the Fitbit Community. Smiley Happy

 

I appreciate your participation in the Forums and for sharing your experience and feedback with us. At this moment, I've contacted our Support team on your behalf to look into this issue further and provide you with some options. Please keep an eye on your email inbox for further instructions.

In case you need anything else, please feel free to reply as well. Happy stepping. 

Marco G. | Community Moderator, Fitbit

Did you find my post helpful? Vote for it or mark it as a Solution! Robot wink

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‎03-14-2019 08:07

‎03-14-2019 08:07

This is the exact issue I'm having currently, as well. I've had my Versa for less than a year, and suddenly it thinks I'm perpetually running a marathon. I bought from Fitbit BECAUSE of the warranty, and they are not upholding it. I went through every troubleshooting method and then was just told repeatedly "Sorry, there's nothing more we can do at this point." The excuse the agent used was "we cannot assure you that the replacement would not have the same issue." Then why is it still being sold? Fitbit is not upholding its warranty. He also kept saying it wasn't a "defect," it was something they just needed to "improve." You don't to redefine what that word means just to try to sidestep your warranty promises. I either want my device fixed or I want a new one. 

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‎03-14-2019 10:05

‎03-14-2019 10:05

I am having the same issue!  This is my second Versa, as the first one died.  Now it is not tracking heart rate and not sure if other tracking is even accurate?  I didn’t wear this one for several months and now that I’ve decided to start wearing again, the frustration begins again.  Too much money for junk. 

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