My experience with Fitbit Versa 2 and the Customer Service

[Alohagirl]

My versa 2 was fully charged and it suddenly stopped working and screen went black. I put in charger to see if it could get a charge, nothing, then it got really hot! I tried cleaning it with a cellphone safe wipe, tried charging again, nothing. Contacted Custer service and they suggested doing all the things I had already tried. Then they said we have escalated and I will receive an email with additional information. I received an email saying “there is nothing else we can do and it’s out of warranty, here is a discount code to buy another one!!” What?! This is just over a year old and it just side it dies?! And there is nothing that can be done?!! You really thing I would ever spend more money on any of your products and you do not wren stand behind them! So frustrated and so disappointed.. Do not waste your hard earned money on any Fitbit products!!

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @Alohagirl. Thanks for stopping by in the Community Forums. We‘re taking into consideration your comments and sentiments with regards to our products and services.

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.

We thank you for being a customer and hope that the discount will help keep you in the Fitbit family. If you have any other questions, please let us know.