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My experience with Fitbit Versa 3 and the Customer Service

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‎10-03-2022 18:56 - last edited on ‎12-18-2022 17:09 by Fitbit Moderator

‎10-03-2022 18:56 - last edited on ‎12-18-2022 17:09 by Fitbit Moderator

Updated watch last week, and now watch is completely shot.  It froze up on clock screen with no ability to swipe in any direction.  Tried reseting with button on the side since I couldn't get to settings, no luck.  After a few chats with support, I did a hard reset.  Big mistake.  Alarms and notifications were set up prior to hard reset, now I have clock capability only.  No alarms, no access to apps.  On top of that my battery lasts about 12 hours max.  Called support to see if there was anything else to try.  I was told I had tried everything and there was nothing else they could do.  I was offered a discount on a new watch.  Any suggestions to Uninstall previous update would be appreciated. 

 

 

Moderator Edit: Clarified subject

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‎10-04-2022 04:06

‎10-04-2022 04:06

Hi there, @WB75. 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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‎10-04-2022 04:43 - edited ‎10-04-2022 04:43

In response to MarreFitbit

‎10-04-2022 04:43 - edited ‎10-04-2022 04:43

As I stated in earlier messages before, that if the damage to the device is caused by the update, the "out of warranty statement" of Fitbit is arguable.

In my opinion this is, from a legal point of view, not a warranty issue but more a liability issue.  Fitbit has caused damage to the device and is liable for it. Fitbit should therefore repair, by an update, or replace the device.   

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