My experience with Fitbit Versa and the Customer Service

[SunsetRunner]

I updated my Versa and then the screen went crazy. Half of the columns flashing, then they went out completely. Now the brightness dims after a second and the screen has major ghosting when you scroll through the icons. Support gave me a 35% off coupon. The battery of my wife's Versa also is not holding charge after the update. If it was the update that caused the problems that is not good enough. It looks like a number of people are having trouble after the update.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @SunsetRunner. Welcome to the Community Forums. 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. 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.

Have a nice day. 

[SunsetRunner]

Thanks for the reply.

My point was that I find it a little suspect that 2 Versas in my family both failed right after the firmware update and that other people seem to also be having issues immediately after the same update. If it is a common problem I would think that Fitbit would like to know.

Thanks for "clarifying" my subject but I think you completely missed it.

[NancyB]

SteveTodd,

I have no doubt the firmware update is the root  cause of your issues. Release management at Fitbit is terrible (if they even have a release mgr) as is problem management, root cause analysis & a functioning management system. Support’s resolution for all problems seems to be:

1) reset your device

2) Uninstall & reinstall the APP

3) Open a ticket for a problem but then never fix it or f/u with the customer

4) Give you a discount to buy new Fitbit

I suggest you call support back, have them create a ticket (get ticket #), ask them to escalate it to level 2 & provide you with weekly status updates. If not resolved, escalate your ticket to level 3. FYI, the only person that ‘should’ be authorized to close your ticket out is you (after you inform them it’s fixed). Good luck! 

[Niteowlcop]

The last update tanked almost all the Versa 2's in one way or another. Their answer is to spend money on a new one. There wasn't anything wrong until the update so they should have to recall the update or create a fix for the damage they did.

[LAMU]

I've tried resetting my wife's Versa Lite multiple times and bluetooth won't connect.  After hours on the phone with support, all they could say was to keep trying the same routine.  They emailed her a 35% discount and she decided to by the Sense and since she wanted it faster, she paid $10 extra for 2 day shipping.  She did this Monday morning and should have gotten it today.  She checked her email and got the tracking info that it wouldn't arrive until SATURDAY!  That's 5 days!  Why are they charging $10 for 2 day shipping when you won't get it until 5 days later?  Who can I contact for a shipping refund?

[NancyB]

Did you try deleting the device from your Bluetooth list (select it then click forget device) then try pairing it to your phone again? 

[Niteowlcop]

I factory reset 2 times, deleted it from the phone and the app. It loaded back up and still doesn't work.

[NancyB]

I hear you & share your frustration regarding the firmware updates. My biggest beef is that they don’t provide details about the update so users can make an informed decision as to whether they want to install it or not (Bug fixes & improvements is no description at all).

FYI, had similar BT issue w/my Alta awhile back. I removed & added back to BT multiple times to no avail. Tried few wks later & magically it connected & device was problem free. No clue how or why though...

[delancey.mary39]

I am having the same issue with my Versa lite not connecting to my blue tooth. I would take off the app and delete the device and reset it. It would connect for awhile and then disconnect. I hadn’t had mine a year yet. It’s so frustrating. Plus it don’t need keep time when it’s not connected. 

[klm4iast8]

If I was you, I would contact customer service and see if you could get a replacement since your Versa lite is less than a year old.  Also, the next time that there is a firmware upgrade, I would wait to see what happens to everyone else’s watch.  The last upgrade killed my battery for about 6 weeks, so I didn’t upgrade this time.  It’s simply not worth the aggravation.

[Drewman22]

Had the same issue. That’s 2 versa that have ranked after updates