My experience with Fitbit Versa 2 and the Customer Service

[chuckie65]

My Versa 2 has not updated firmware in many months, and after app update in March will not give a sleep score.  Tried many suggestions to get watch firmware updated.  Fitbit wants me to buy a new watch, and if I do it will not be a fitbit.

Moderator Edit: Clarified subject

[Guy_]

@chuckie65- what is your current firmware [watch Settings, About]. Current level is What's changed in the latest Fitbit device update? 

More importantly why do you want a new firmware, the Sleep score is most likely an App issue if you have already done a watch Shutdown, also from the About menu, and waited at least 10 seconds before placing on the charger to restart and charge it?

As the sleep score is a calculated value, at the Fitbit server, and downloaded to the app and watch see if you have the value with a swipe up on the watch and if yes, it is definitely and App issue not a watch one.

For the App, this may improve things on Android

• Logout
• clear the storage cache
• force stop it
• login [after the watch restart]

For iOS and Android there is always the possibility of reinstalling the Fitbit App if you have a recent phone that supports it.Fitbit-compatible devices 

You will need to resetup the notifications and any special setups.

There remains the option of a factory reset if the above doesn't fix it, but don't do that unless your watch is under warranty as it may destroy the watch entirely and better to use the watch without a sleep score

[MarreFitbit]

Hi there, @chuckie65. 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 or please feel free to contact our team back so they can clarify any doubt. 

@Guy_ Thanks for trying to help. 

Thanks for your understanding. Have a nice day. 

[chuckie65]

My concern is is App gets updated and watch firmware does not, there is a concern that watch will no longer correctly talk with app.  My watch firware is 35.19, and current firmware is 38.6.1.1, and my problem started immediately after update of app software.