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My experience with Fitbit Versa 2 and the Customer Service

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‎10-02-2022 20:22 - last edited on ‎10-03-2022 09:31 by Fitbit Moderator

‎10-02-2022 20:22 - last edited on ‎10-03-2022 09:31 by Fitbit Moderator

My Versa 2 completely failed after being in 3' of water for less than a minute. Fitbits response is "Gee, too bad. Out of warranty. Go spend another couple hundred dollars on a product we won't stand behind." After spending hundreds on it and flawless function...I'm still incredulous that it failed that fast and easily. Extremely disappointed.

 

Seems they don't care to back up the claims on their products. Anyone know of a smartwatch or tracker (NOT Apple) that is safe to swim in?

 

 

Moderator Edit: Clarified subject

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‎10-03-2022 09:32 - edited ‎03-15-2024 06:39

‎10-03-2022 09:32 - edited ‎03-15-2024 06:39

Hi there, @Icecardinal. 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. 

Thanks for your understanding. Have a nice day. 

Maria | Community Moderator, Fitbit


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‎10-04-2022 10:07

In response to MarreFitbit

‎10-04-2022 10:07

Maria,

I did email the team after the offer was made, and to clarify questions, to be simply told via what felt like an auto-reply that "we didn't immediately hear from you so we closed your issue" I felt was another fail on the part of customer service. It would be nice if there would be an option to send my device in to assess it or something. Just feels like a waste of $249.

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