I just want a working device!

[emilyroseblade]

I've had persistent problems with my Versa and am really frustrated!

My first device was great until it stopped working after a year. After an email exchange with Fitbit I was sent a replacement. I've since had 3 other replacements over the last few months, which have died for reasons ranging from battery life to just simply not turning on.

The latest one which I've been sent is not syncing with my phone - I've tried everything, gone through all the steps advised by the agent on the Fitbit chat, tried it with three different phones, trawled through google and the community pages and nothing works. They've just said I need to return the device to them - which will involve me leaving my home to go to the post office during lockdown in the UK, which I am not comfortable doing. It's another hoop I'm having to jump through to get a working device, and has left me exasperated.

I've had to be without a device for quite some time now. I don't want to keep going through the same cycle of being sent a replacement for it to stop working and having to get in touch with Fitbit to try the same steps and get sent another replacement/refurbished unit. It's making me doubt the quality of Fitbit and their ability to resolve customer problems.

I don't understand why I keep getting sent faulty units. It's frustrating and a total waste of my time having to keep contacting Fitbit. I was told there is nowhere I can log a complaint, and it seems ridiculous that a company the size of Fitbit doesn't have a complaints or escalation procedure. It makes me feel they aren't taking my issue seriously, and I just want it resolved once and for all.

[Rich_Laue]

Hello @emilyroseblade if you would like help with syncing to your phone, we will need to know what phone your having issues with.

Is it a Versa or Versa 2(I ask because fitbit has been replacing Versas with Versa 2s

Anyway is the tracker connected to your Fitbit account?

Do you get any error messages when trying to setup or sync?

[emilyroseblade]

Hi, thanks for the reply. It's an iphone 11, and a Versa 1. It's not connected to my account and there are no error messages. It just says 'searching...' and never actually connects when I try to link the Fitbit to the app. I've tried connecting to another iphone 11 and a Samsung Galaxy - none work.