My experience with Versa 2 and Customer Service

[Rachylyn]

I done an update on my versa 2 the other day it started syncing really slowly then today wouldn’t sync at all. I done all the troubleshooting steps still wouldn’t work so I contacted Fitbit online. The agent told me to do a factory reset which I did then my phone couldn’t find my Fitbit. The agent said my Fitbit was out of warranty but he would see how the could help. I then received an email for a discount on a replacement for 35% off. I contacted another agent explained this wasn’t good enough as I didn’t break it your update has. I explained I had the same problem last year that I got a replacement sent to me on 30/08/2023 so technically it wasn’t even a year old yet. I asked to speak with a manager he was rude and dismissive wouldn’t let me explain the situation that my Fitbit was perfectly fine until I done the update he tried to say that I didn’t do the update and I know for a fact I have. Fitbit is a disgrace won’t be purchasing another I have been using their products for years with very little problems. This so call manager went on to hang up the call on me talked over was just all around rude.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Rachylyn. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your Versa 2 won't sync with your Fitbit app anymore. 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.

Our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy  is set into providing as much coverage as we can.

Even though I truly appreciate you took the time to come here and express your feelings towards your experience with your Versa 2 and also want to find a resolution to your issue, my best advice is to keep the conversation with our Support Team. Since you've exhausted all troubleshooting steps, I'd like to share with you that there are no different steps here on the forums that we can provide other than what our team has already provided to you. Note for this kind of inquiries/cases/process, there's not so much we here in the forums can do for you as this is something that our team handles based on our policies.

Thanks in advance!