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My experience with Fitbit Versa and the Customer Service

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‎08-16-2021 10:10 - last edited on ‎08-24-2021 11:43 by Fitbit Moderator

‎08-16-2021 10:10 - last edited on ‎08-24-2021 11:43 by Fitbit Moderator

My Versa has stopped tracking my heart rate after the most recent firmware update. This of course has thrown off all the other tracking systems. And Fitbit has determined am outside of my warranty and I got offered a discount to replace my watch myself. I have had it 17 months. So disappointed in the outcome and that the watch isn’t working because of the update and now I have to replace. Waiting for a supervisor to contact me about options because I am really unhappy. 

 

 

Moderator Edit: Clarified subject

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‎08-24-2021 11:45

‎08-24-2021 11:45

Hi there, @Jepesner. Thanks for stopping by and for sharing the details about the issue with your Versa. 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.

 

Thanks for your understanding. Have a good day! 

Maria | Community Moderator, Fitbit


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‎08-24-2021 12:52

In response to MarreFitbit

‎08-24-2021 12:52

Being a moderator I hope this reply from you does not replace the response from a supervisor from customer service I am still waiting on. My issues with the watch began prior to the end of my warranty. The biggest issues that are causing the watch to not work are directly related to the update pushed from Fitbit, nothing I requested. I find your response unhelpful and off topic if you had read and understood my post. However am beginning to believe that Fitbit has a comp y message all employees are required to repeat. I am beginning yo feel similarly to another member of this forum, might be time to get Better Business or other watchdog involved to potentially investigate how concerns are being handled. 

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