My experience with Fitbit Versa 2 and the Customer Service

[Kelliedgeworth1]

So, I got my Versa 2 in May 2020 and now it’s showing a green screen. It’s been confirmed it’s broken but they are saying the warranty only covers the first Fitbit (which was 9 months old). Do fitbits only have a short life? Customer service is normally great! But this time it’s shocking. Shouldn’t the warranty be 2 years on all products - replacement or not? 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Kelliedgeworth1. Welcome to 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.

Thanks for your understanding. Have a good day!

[Kelliedgeworth1]

The product that broke was only 15 months old! So shouldn’t the warranty period cover every product? 

Moderator Edit: Formatting

[RennyR]

My Fitbit quit working around one year of activation. I called and got no where with customer service and/or support. The whole idea of offering a discount on a new device is crazy. Why would you pay money for something that fails continuously?  I’m seriously disappointed in Fitbit and the products. I’ll never support them again. 

[JustinBarzak]

I posted this yesterday, but a mod took it down because they didn't want the backlash apparently lol.

"I have been dealing with a similar issue as well -- my original Fitbit was purchased December 2019. I had it replaced in August of 2020 due to it completely dying (screen wasn't registering, instant crashing, not tracking, etc.). At the end of July 2021 it started to exhibit the same signs and symptoms. When contacting support and after performing multiple factory resets to no avail, I was told that although this replacement product is also CLEARLY defective because it didn't last a full calendar year, they weren't going to do anything about it. I was given a discount code to purchase another device, which makes absolutely no sense, because why would I purchase something after dealing with not one but TWO lemons lol. I'm looking into new alternative options to make a switch."

"Support" has not been helpful at all. And yes mods, this is absolutely a relevant post because it directly responds to the topic posted.