My experience with Fitbit Versa 3 and the Customer Service

[Nanamj]

My Fitbit would not charge.  As it was on the charger it was actually draining even though the battery symbol was saying it was charging.  I called support and reset it.  It continued to drain. I called back and the person I talked said it would take 24 hours to charge. I repeated it is draining not charging.  He accused me of not having it on the charger then hung up on me.  Called back and was old an email will come with a solution.  It was the 35% off which was fine since it was out of warranty, however you could not use it on a newer model.  When I questioned it I was told when the policy changes I could call back.  If the discount is expired I would have to go through the process again and they would reissue the discount.  This makes no sense.  Just let your customers upgrade with the discount. Mi am now going to research other smartwatches.  I have had fitbit for years, love and am comforting with using it.  Not I’m not sure if I want to continue with this company.  Let loyal customers use the discount to upgrade, considering none of us would not be looking for a new one if the device did not fail.  One day it worked the next day it didn’t.  

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

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

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. 

For more information about our warranty, see fitbit.com/legal/returns-and-warranty.

Thanks for your understanding.