My experience with Fitbit Versa 2 and the Customer Service

[Joann1344]

I updated my versa 2 using the new update that now let's you know if you have an irregular heartbeat.  Since updating my heart rate no longer works its just a heart no number. Apple with customer service they offered me 35% off a new one said that's the best they can do but I can't  get one of the newest fitbits.

This is absolutely ridiculous my watch worked perfectly fine until this update. Not acceptable and i wont be buying another fitbit and ive had many since 2015 when i had the original one but this most recent event has completely turned me off. They made an update that dont work now my watch isnt working right and yes.this is the issue it happened as soon as i updated the new firmware.

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Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @Joann1344. Welcome to the Community Forums. Thanks for the details provided in your post about the issue with your Versa 2. 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. Since your device was out of the warranty period, and therefore was not eligible for repair or replacement, we wanted 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 or please feel free to contact our team back so they can clarify any doubt. 

Thanks for your understanding. Have a nice day. 

[Joann1344]

That's great except NOTHING was wrong with my fitbit until FITBIT did an
update and then it stopped working properly. Same thing happened with my
original fitbit back in 2015. So it is a common issue and this will be my
last fitbit after being a loyal user since 2015 I refuse to purchase
another just for an update to come out and that be the reason it stops
working properly.

[Joann1344]

Clearly I wasn't the only one who complained about the heart rate disappearing after the update because this morning I woke up to another update and my heart rate is back.  And to think you guys were trying to get me to buy a new one. Never that's when I'll buy a new fitbit when this one is gone ill be replacing it with anything but a fitbit especially after this last round of customer service support 

[SunsetRunner]

I understand your frustration with the update that screwed everyone up.  I did the latest update and my versa 2 still was not right.  I only bought it last December for a Christmas present for myself.  They had to replace that one and now, I am out the money that I paid.  With that said and the lousy support, I have decided to go with a galaxy 5 pro and I will be deleting my Fitbit account.  I need reliability and I deserve better for myself.  Good luck to the rest of you.  

[Sherry0965]

My Versa 2 has been doing the exact same thing since the latest update.

My watch is only a few months old.

[MaxLV]

Not sure if this is related, but with the latest firmware update v35.72.1.23 swiping to select the different SpO2 screens has changed.
Instead of swiping to the left to select the different screens, now you have to swipe down (from the middle of the watch face) to change the screens.

After I updated the firmware just now, I thought I had also lost the SpO2 screens, until I accidentally swiped down, and the screens changed.

HTH

[Joann1344]

The heart rate is gone completely gone I did a chat with a VERY rude
customer service. I've been a customer since 2014 and the service just
keeps getting worse. So now I have a new Apple watch on the way because
fitbit refused to help fix a loyal customers issue