My experience with Fitbit Versa 2 and the Customer Service

[SarahBun]

My Versa 2 turned off randomly with about a 50% charge. It since will not charge AT ALL. I put it on the charger and the screen turns on but never goes above 0%. Upon being removed from the charger it immediately turns off. I contacted support and after going through troubleshooting was told that my issue would be escalated. The only feedback that I received was a discount code to purchase a new device. After reading some of these posts I realize that battery failure is a somewhat common occurrence. I contacted support again asking for a resolution and got no useful feedback. This is a known issue that is being ignored and I’m being invited to purchase another?? Ridiculous!

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @SarahBun. 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. 

Please feel free to reach out to our Support Team once again if you have any further questions or concerns regarding the outcome of your case. Since you have reported this matter to our Support Team, please note there's nothing left we here in the community can suggest other than reaching out to our team again. 

[Xanydee]

Hi, I have to say I agree with you. My versa 2's screen just popped off like a month after the warranty ended. I would be willing to pay to fix it but there's literally no option to do so. It works fine otherwise, I just don't have any of the touch capabilities to it anymore. But I've tried reaching out and also got no useful solutions. I had the same thing happen with my old Charge HR. I've been considering just switching to the galaxy watch, my brother has been using it for a while and their customer service and support has been so much better. 

[colin89]

I completely understand your situation. My Versa 2 has been terrible since day 1. I’ve had 2 replacements and none of them have ever worked properly. All customer service do is send you a discount code. I find it a bit rich tasking the customer to buy a new device when they are making a fortune of us by selling all our data to other companies. Just a scam like Alexa, created with the sole purpose of getting data off the public. They don’t care if your device works properly, they have got the info they needed. Sorry if that sounds a bit rude, I’m not being rude, I am just extremely annoyed with this company and fed up