I got a refurbished to replace my Versa 2

[lauramccarron5]

Worst customer service I have ever experienced! Refurb sent to replace brand new faulty watch and all customer service can say is that they ensure refurbs are working with minimal wear and tear and they think is acceptable after spending £129 for a brand new one. If I wanted a refurb I’d have bought one for a discounted price! When I ask for complaints procedures they can’t tell you. Told I log a complaint on a customer forum instead of actually resolving it. Anyone else had this problem?

Moderator Edit: Clarified subject

[lauramccarron5]

Yes! Awful customer service. Broke after 4 weeks and instead of a new one I got sent a refurb one! Phoned to complain and was told they can’t guarantee new ones and nothing they can do. Emailed to complain and told they’re dealing with emails anymore and I should check the forum for advice! Worst company I have ever dealt with. 

[Odyssey13]

Hi @lauramccarron5  the warranty information says that Fitbit might send a refurb unit - https://www.fitbit.com/legal/returns-and-warranty . Were you able to get the replaced Fitbit set up to use? I've read on the forums that many people receive refurb units and find them to work just fine. Let us know more about your situation.

EDITED because I put the wrong link in there. sorry.

[lauramccarron5]

Maybe if it was months old this would acceptable but not 4 weeks old. It has fain scratches on the back from being worn charged etc while my faulty one has not a mark on it. If I wanted a refurb one I would have bought one at a discounted price and not get full price paid.

Sent from my iPhone

[LizzyFitbit]

Hi @lauramccarron5. Welcome to the Community Forums. @Odyssey13, thanks for sharing your insights. 

@lauramccarron5, thanks for taking the time to share your feedback about the replacement process. Before anything else let me explain that our team will evaluate your options and issue a replacement based on the conditions described in the Warranty Policy. I understand where you're coming from about this situation and while I don't have access to your case, I've forwarded your posts to our team so they can review your details and continue helping you. Due to the current events affecting our operations there might be a delay in their reply, but be sure that your case is in good hands and they'll get in touch with you shortly.

See you around.

[lauramccarron5]

Unfortunately the refurb one that I was already unhappy with doesn’t even work!

Sent from my iPhone

[LizzyFitbit]

Hi @lauramccarron5. It's nice to see you around.

Thanks for keeping me posted and I'm sorry that your replacement Versa 2 isn't working well. I went ahead and contacted our Support team about this situation however, I was told that you already have a new case created with them. It seems they're providing you with assistance so please keep an open communication with them.

Have a good day.

[Sawkie]

Sending a refurb for a 4 week old broken watch would make me never buy their products again and I would be posting warning everywhere I could. That's just completely scummy. You may be better returning it to where you purchased it from for a refund and getting another new one. Or a Garmin.

[LizzyFitbit]

Hi @Sawkie, it's good to see you around the forums.

Thanks for taking the time to share your feedback and suggestions. I understand where you're coming from with your comments, they won't be taken for granted and will help us to evaluate our procedures and improve the experience of our members. You can find more details about our Warranty Policy here. If by any chance you need help with your Fitbit device, please post your question in the Help Forums or get in touch with our Support team so you can receive further assistance.

Have a good day.

[YvesWK]

Hi Laura,

I am dissatisfied also. I purchased my brand new versa2 on 24th October’21. It stopped working on around 19th December…..under 2 months use. I have today received a refurbished versa2. It really is unsatisfactory. If they know this is what they do to resolve the issue, we should really be given the option of having our money back! I’m sorry to say, but I have been hooked on Fitbit. But I could not whole heartedly recommend them anymore. My history of faulty fitbits go back for some time now, in 6 years I have had 6 fitbits some replaced, some just hitting the warranty date and I’ve had to purchase a new. Sorry to say this will be my last, it will take a miracle to change my mind. Many of my friends on Fitbit have long deserted the product and us loyalty customers are treated like this. Best of luck with your refurb Laura!

[Twilton]

My versa 2 stopped syncing after two months.  After several complaints they sent me a refurbished one without a wrist band.  I tried putting my old band on the new watch but was unable to get it on.  When I complained, about them sending me a refurbished watch, when I had paid full price for the defective one, and no band, they told me UNFORTUNATELY my product doesn’t meet the replacement requirements of our warranty policy.

If they had sent me a new watch with a band I would not have this problem.  I have purchased five fit watches over the ages (they stopped working properly) so had to purchase new ones.  I will no longer be purchasing this product, and will tell my friends not to waste their money on this product. 

[Odyssey13]

Hi @Twilton  the warranty information is here - click - if you haven't seen it. Many times a replacement is refurbished, as they send what is in stock at the time of the request. If the device was one where the tracker was built into the band, they would have sent the entire Fitbit. Since your Fitbit detaches from the band, they sent the tracker or pebble piece only. 

[Twilton]

I would have waited for a new watch, as I paid full price ($179.99 Canadian) plus tax for a total of $203.95, and did not expect a refurbished one!

I can not put the band on the watch so I am without a watch. What possible good is that for me?

Theresa

Sent from my iPad

[Twilton]

I read the warranty, and my watch was guaranteed for one year, and I purchased it on June 18, 2021, so it is within the warranty time.

[Odyssey13]

I've asked a Fitbit Moderator to stop by to address this with you. They are employees of the company.

[AngelaSut]

My brand new Fitbit Versa 2 broke after just 2 weeks. I have today been sent a replacement but it is a refurbished one. How can they think this is fair. I paid £100 and had it for 2 weeks before it broke. I need a new one not a refurbished one. I will contact them but judging by other peoples experiences I don’t hold out much hope

[YvesWK]

I know it’s crazy, the same thing happened to me…..I don’t want to jinks myself, but the refurb is holding out better than the brand new one I had. It’s almost as if they are selling the brand new ones knowing they have a fault, but instead of recalling them, they are just sending out the refurbs when there is a complaint. They probably are not clear which batch is faulty. Hope I’m wrong but that’s what it seems like🙄.

Yvonne Watkins-Knight