Heart rate monitor stopped working on my Versa

[priyaekbote]

Hi,

I had purchased Fitbit versa in March 2019, and in just 1.5 yrs, the heart rate sensors have just stopped working. I have tried all the troubleshoting steps available and its still not working. I had also created a support ticket for the same. I was told to do a factory reset which would resolve the issue. Unfortunately, the issue has not resolved. The heart rate sensors are still not working. 

The Support agent has now told me that there is nothing that can be done beyond this. 

This is such a disappointment. Its an expensive device and its stopped working in less than 2 yrs than I really have doubts on the quality of hardware being used. Extremely poor quality and service. I dont know what to do now. 

One thing for sure, I am going to advice all my friends and people I know to not to go for any fitbit devices due to such bad quality.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @priyaekbote, welcome to the Community Forums. Welcome to the Community Forums. I am sorry to hear that you went through that situation with your Fitbit Versa. 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 note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. Then, if the tracker is deemed defective we review eligibility using the one year warranty option.

Additionally, our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy is set into providing as much coverage as we can.

I understand that the outcome of your case with our Support Team is not fulfilling your expectations, but keep in mind that every case is completely different from the other's, thanks for taking the time to share your experiences and feedback. For more information about the outcome of your case, please get in touch with our them again and also, you can check our warranty policies here for a better understanding of the information that they provided to you.

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

[Lindyloulou6]

I had the exact same issue at around 18 months- along with thousands of others. I was sent a 35% off coupon to buy another Fitbit. I contacted Fitbit help to find out if more reliable HRM’s were being installed before throwing away more money for a HRM watch that lasts 18 months & the support person cut me off with a standard “we do everything we can to ensure quality” and ended the chat. 

[MarreFitbit]

@Lindyloulou6 Welcome to the Community Forums. Thanks for the details provided in your post, please know that we‘re taking your comments and sentiments in regards to our products and services into consideration.

Thanks for your question about why we offered a discount towards a new Fitbit product instead of a replacement of your existing Fitbit product. Our limited warranty provides repair or replacement of products that have a defect while still in the warranty period. Your device is out of the warranty period, and therefore is not eligible for repair or replacement, but we want to offer you a discount to thank you for your loyalty to Fitbit.

For more information about our warranty, see fitbit.com/legal/returns-and-warranty.

As for you inquiry about the heart rate accuracy, note that several factors can affect heart rate, including air temperature, stress level, alcohol or caffeine intake, immune response to illness, and medication use (source).

Exercising in cold weather can make it more difficult for your device to track your heart rate, as environmental conditions can affect skin perfusion (the amount of blood that flows through your skin).

Spikes in your heart rate during sleep may be caused by sudden movements (for example, waking up and getting out of bed), or a weak signal due to wrist placement.

Review our tips in How do I improve the accuracy of a heart-rate reading?. Also, please see What factors can affect my heart-rate reading on my Fitbit device? 

[JacMellas]

Morning.

My heart rate light has changed from green to yellow and sometimes orange and is reading my heart rate intermittently.... the device is only 4 days old. What colour is normal??