My experience with Versa 2 and Customer Service

[Azaf]

Hi!

Over the past two weeks the condition of my Versa 2 deteriorated to a point where I can no longer use the watch as it is intended.

The first problems that I encountered were issues with the touchscreen - it was not responsive to touch or would react with a delay (sometimes only after a few hours!). I have tried reseting the watch, unpairing it from the app, factory reset, but nothing worked. I contacted Fitbit for help and was instructed to do the usual reset, which I already knew would not work. After that I was offered a discount to buy a new Fitbit. I cannot afford to buy a new device at this stage, even with the discount, and I am not sure I want to buy another Fitbit seeing how easily they break and that there is no support in terms of fixing the software bugs (judging by the amount of unresolved issues on this forum).

I thought I will just keep it as it is. I might not be able to use the apps, but at least it records my exercise and shows me the time - the very minimum I'd expect from a fitness smart watch. But lo and behold, from today on I cannot even tell the time. The screen became just completely blank. However, it would still show me the Fitbit logo when resetting and give me a code to pair with the app - so, again, it's not a hardware issue. I tried changing the clock face, but it would just freeze, loading the clock forever. I tried reseting again. Big mistake. Now I have a constant message on the screen "The reset has failed" and it does not go away. The screen is permanently on, even if I press the button. I did the usual pairing/unpairing/clearing cache etc. and still, nothing.

Is there any way to solve this? Honestly, at this point I just want a functioning watch telling me the time, doesn't have to be smart.


Moderator Edit: Clarified subject

[Guy_]

Hi @Azaf - unfortunately the symptoms you describe seem to match a hardware failure whose most likely cause is moisture inside causing things not to work, and for it to get progressively worse.

A factory reset cannot fix a faulty watch unfortunately.

However, try removing the Bluetooth entry from the phone and remove the watch from the app.

Then try to set it up again and if necessary logout of the app, clear the cache and restart both watch and phone.

[MarreFitbit]

Hi there, @Azaf. Welcome to the Fitbit Community Forums. Thanks for trying to troubleshoot the issue with your Versa 2 before reaching out. We‘re taking into consideration your comments and sentiments with regards to our products and services. @Guy_ Thank you so much for your help!

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. Since your device was out of the warranty period, and therefore was not eligible for repair or replacement, we wanted 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 or please feel free to contact our team back so they can clarify any doubt.