My experience with Fitbit Versa 2 and the Customer Service

[Cjackson01]

My Versa2 has not worked since FitBit released and updated and new devices. It will only flash the FitBit symbol, drains the battery, and will not sync to my phone. Lia a FitBit has sent me a code to buy a new device because my warrant is past. My device was fine until the new device was released.  Sounds like the same practice Apple was sued for in slowing their old phones to force customers to buy new devices. Please fix this issue FitBit or I'll be switching with a new fitness brand.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Cjackson01. 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, see you around.

[Cjackson01]

This is BS and you know it. You guys sent an update that's causing my device to no longer sync and charge. There was no defect to the device prior to you doing so. The charge would hold for at least 4 days. No it won't charge at all DUE TO YOUR UPDATE!! 

This has nothing to do with the warrant, but everything with your "update" to force users to buy a new product.

[ajcisfine]

Funnily enough this has happened to my device tonight. 
my device is six weeks old… 

will definitely not be recommending Fitbit s as a product. 

[Cjackson01]

It's sick since I've had my FitBit since 2019 they are telling me I need to buy another one and are throwing me a 35% discount because its out of warranty. I would gladly take the discount if I broke my device. But my watch is (was) perfectly fine. No scratches or anything.  Just sickening this is a known issue that FitBit refuse to acknowledge.

[LadyFace]

I agree whole heartedly. My watch worked perfectly until I updated to new version.  I'm in the exact same scenario. They offered my a discount to buy new watch rather than acknowledge they are the reason the watch is broke and updating all of us as to a fix they will provide in very near future. Accountability is a very big deal to us consumers. Wish they understood that. 

[Danacosner]

Same! Won't hold charge,  won't display steps! Worked fine before update. Has worked fine since 2019! Now what?? 

[Cjackson01]

A discount means nothing when you see that other users are having the same issue.  You are right, accountability is big. I see FitBit worth rather lose customers over taking ownership for screwing up.

After several calls they continue to give me the run around and lie about this not being a know issue. I wish I had an answer for you.

Moderator edit: merged reply

[MonkeyRachael]

Wow.  

[AZjack]

I have had mine replaced twice under warranty and the third one will not swipe or turn off alarm when I tap it.  Warranty Department is suppose to e-mail but last time they had my watch for 2 weeks before they sent me a new one which lasted about a month.  Not sure what has happened but their devices are junk.  Think I will just go to apple.

[Evone]

My versa 2 is not working, called support who didn't know what to do and advise me to email Fitbit support, who promptly responded and informed me that they do not handle support by email 🤔 lucky I did purchase the warranty for the versa 2, life span for Fitbit appears to be 2 years, on my 3 rd and last.

[Evone]

This is so sad what I am reading is that most people that purchased a Fitbit, it lasted about 2 years if you are lucky, and lets not forget that the support technician are the worst, I stopped pressing #1 for English that's another joke.

[Evone]

Exactly.👍🏾

[Evone]

Guess we'll have to get the next Fitbit off Wish.com

[Evone]

I am informed by users that apple is no better. 

[Cjackson01]

Evone I understand.  I just called again and spoke to a supervisor "Astrid" who was no help. I got no where with her. They continue to act like this isn't an issue caused by Fitbit.  She also couldn't tell me the life expectancy of their watches and anything outside of the warranty they will only give a discount to buy another product.. thus you'll have the same issue down the road. No thanks

[ajcisfine]

So, if my watch is only six weeks old I am going to assume I’m under
warranty.
Would this be correct?

[Cjackson01]

You are probably fine. But make sure they send you a new device and not refurbished.

[taaliza]

This also happened to my Fitbit Versa 2 last week. It was mid-update, crashed, and won't even turn on now. When I contacted customers service, they had the warranty team respond to me (outside warranty) and offered a discount. However, that discount is only available for one color for replacement.  I reached out to them and said their email did not have that stipulation and I found it absolutely ridiculous to limit the color choice when my watch was in excellent condition (less than a year old).  I asked to speak to a manager and her response was "even the higher ups will have the same response, we can't control what the generated discount code will be available for".  I find this incredibly frustrating as my watch was working perfectly before that last update.

[Cjackson01]

Sorry this has happened to you also. I wish I had an answer, but I didn't get anywhere with Fitbits customer service and their management team. Absolutely no help.