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My experience with Fitbit Versa 3 and the Customer Service

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‎09-12-2022 14:59 - last edited on ‎12-18-2022 17:12 by Fitbit Moderator

‎09-12-2022 14:59 - last edited on ‎12-18-2022 17:12 by Fitbit Moderator

I have had my versa 3 for a few month over a year. I have had no one issue until I did the update that Fitbit sent me to do. I called and troubleshooted with a Fitbit customer service tech and still couldn’t resolve what was going on. I was able to get a clock face and it will tell me the time and my steps , but my screen won’t swipe and my battery barely makes it through a day, whereas before I could get almost 4 days before I would need to charge it. Fitbit sent me a discount to buy another but, in my opinion I think the update fried it and they should replace it. They said all they could do is send me a discount . So needless to say after going through 3 Fitbits in less then 5 years I’m done . I’ll go and try another kind. I think your lucky to get a year out of one and that’s it , such a shame for the high price tag! Anyone else have issues after doing the update ? 

 

Moderator Edit: Clarified subject

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5 REPLIES 5

‎09-12-2022 15:49

‎09-12-2022 15:49

Hi there, @Gregsarah. Welcome to the Community Forums. We‘re taking your comments and sentiments in regards to our products and services into consideration.

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.

 

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 team, please note there's nothing left we here in the community can suggest other than reaching out to our team again. 

 

Thanks for your understanding. 

Maria | Community Moderator, Fitbit


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‎09-12-2022 23:51

In response to MarreFitbit

‎09-12-2022 23:51

Hi @MarreFitbit,

I've noticed that you gave this answer also in other cases where an update caused problems. 

I think you are wrong. From a legal standpoint this is not a warranty issue. 

Fitbit has caused damage to the device, by a faulty update, and is liable for it. fitbit should therefore repair, by an update, or replace the device. 

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‎09-13-2022 08:15

‎09-13-2022 08:15

Totally agree. I am considering Samsung....

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‎09-13-2022 11:27

In response to Podenco

‎09-13-2022 11:27

Thank you!! That’s exactly what I was upset about! My watch was working perfectly fine until I did the update! I have stressed that concern several times , and it’s only a few months over the 1 year warranty!! Unbelievable! The offer was a terrible discount as well it was the standard 35% . Honestly I would have rather them just send me a new device or offer to fix it . Anyways lesson learned I’m going to try a different company! Fitbits are not worth it for the little over a year that they last! 

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‎09-13-2022 13:16

In response to Gregsarah

‎09-13-2022 13:16

I totally agree with you .. Bought a fitbit Versa 3 for my wife ... lasted 1 year and a few months. Never thought an update might have been the issue. However it's deader then anything now. I got the wonderful "GOOD FAITH": offer of 35% to buy a none popular model from this company that they can't give away. Spoke to the supervisor ... her offer counter offer was for me to continue spending $400 a year and they will pay for the shipping and give you a strap for the watch .. I was polite but wished to speak to the next level up ... her boss ... she said no and if I had anything else to discuss .. I politely asked to put her on hold ... I was at work and needed to talk to someone ...where when I came back .. she had hung up on me . My heart hasn't stopped racing because of the ANGER I've felt !! 

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