Heart rate sensor is not working on my Versa

[SunsetRunner]

My watch has a problem for mor than 2 months: when I workout the heart rate value doesn’t show on the watch and if it shows is jumping the value from 78 to 146 and then 109, again 180. I called twice to customer service but they don’t know what to do so just asked me to make a factory reset to the watch then turn off the heart rate and turn it on again... what should I do?

Moderator edit: updated subject for clarity

[JuanJoFitbit]

Hi @SunsetRunner, due to the recent events, I apologize for the delayed response. However, let me welcome you to our Fitbit Community.

I'm sorry about the heart rate tracking issues that your Fitbit Versa is experiencing. I was able to get in touch with our Support team and was told that they sent you an email with some information about this issue. Please reply to their email in case you need further assistance and they'll be happy to follow up.

I'll also be around if any question arises.

[SunsetRunner]

Hi.
Yeah. They send me an email to tell me that they don’t have any solution
for my problem. This is a general problem and Fitbit doesn’t have solutions
for it. Nice job! 😂

[Chelseaboy]

Hi Lavinia111,

I'm also having the same problem and Fitbit customer services told me to reboot my device and also to reset to factory default. Neither of these worked, and now they won't even respond to my emails.

This is a faulty product and they should be reimbursing people for the money they've wasted on this as most people, like us, bought this device to heart monitor out heart rates, especially during exercise.

Keep chasing them as it is their responsibility to ensure that their product workings as advertised or refund the money paid have paid for this item.

Regards,

[SunsetRunner]

Hi.
I just bought an Apple Watch and is better. Problem fixed now. When I will
can go to the shop from where I bought it I’ll bring it back there. Is the
best solution. Regards

[Chelseaboy]

Hi,

Finally got the update and, to no surprise, the heart rate monitor still isn't working.

This device is a piece of junk that should never have been released to the general public as it is unfit for purpose.

They should be reimbursing us our money.

[melsmith]

Hi Juan, 

I am having the same issue -  my HR and steps aren’t working. The sensor doesn’t seem to be lighting up like it normally does.

ive toggled the HR and done a factory reset but nothing has worked. Can it be fixed or can fitbit send me a new versa?