My experience with Fitbit Versa 2 and the Customer Service

[BrokenVersa2]

Hello, My Versa 2 was working fine for 1 year 5 months; but all of the sudden yesterday, it will not turn on.

I've tried following but it did not resolve the issue:

-Charge it for 1+hr

-Charge it for 1+ hr on different charger & different wall outlet

-Clean charging contacts and try charging again for 1+hr

-Press the button for 10 seconds - no vibration and nothing on the screen

-Fitbit app on phone does not sync 

I talked to CS rep who said it's likely battery issue and was informed that Warranty team will email me. I got the email from Warranty team stating that device is out of warranty and that they can offer discount for new fitbit device.

I appreciate the discount offer but buying another Fitbit device can't be the solution here when there is an issue after 1 and half year.

Is there anything that can be done? 

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @BrokenVersa2. Welcome to the Community Forums. Thanks for the details provided in your post. 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 or please feel free to contact our team back so they can clarify any doubt. 

Thanks for your understanding. Have a nice day. 

[Kat-meowmix1]

I am in the same boat.  My versa 2 lasted 16 months and suddenly won't turned on anymore.  Talked to customer service doesn't helped much yesterday.  It sounded nice when I received a code for 35% off.  When I tried to get another versa 2, found out it's only $20 off and no discount on versa 3 and sense since all 3 are on sale and the 35% off is based on the original price.  I contacted customer service again tonight and he said that's their policy and suggested me to wait until the sale ended before I order a new device to take advantage the discount code.   What a joke!!   I am not willing to pay for another fitbit that there is no guarantee that will last more than 13 months.  There are so many smart watch in the market and I am sure there are better products/company out there that cares about their customer.  

[Retroredhead85]

What a f*ckin joke! You guys did the same thing to me! You claim that I can swim or go in the shower with it on, but the first time I did, my Fitbit died! And you offered me the same bull sh*t! Instead of just replacing it, like you should! It’s not like you can’t afford it, and be responsible for your f*ckin products! I don’t have the money to pay for a new one on your site, I can’t afford it, even with your BS discount! You’re a disgrace to honest and responsible businesses!

[Retroredhead85]

What a f*ckin joke! You guys did the same thing to me! You claim that I can swim or go in the shower with it on, but the first time I did, my Fitbit died! And you offered me the same bull sh*t! Instead of just replacing it, like you should! It’s not like you can’t afford it, and be responsible for your f*ckin products! I don’t have the money to pay for a new one on your site, I can’t afford it, even with your BS discount! You’re a disgrace to honest and responsible businesses!

[Retroredhead85]

Me too! Only mine was faulty and did not do as they claim. The first time I wore it swimming, and I didn’t go down even 2m, it died! They claim that you can wear it swimming and in the shower, and it’s total BS! And they said the exact same thing to me, here’s a coupon. They’re basically saying “we don’t give a 🤬, so 🤬 off!” It’s absolutely wrong and a very disgraceful and disgusting business practice. I will NEVER purchase their BS products again, and I make sure to let every single person I know not to buy them, and I know a hell of a lot of ppl 😏  So, its cost them way more to blow me off than it would’ve to have just replaced the **ahem** thing! Also, I’m truly sorry they did the same to you! 😕

[Kat-meowmix1]

I got a Garmin now, a little more than Fitbit but it can do a lot more. You can wait for the sale of the Garmin.  It was $150 off last time I got mine.  May be wait for black Friday sale