My experience with Versa 2 and Customer Service

[JMClem]

I've taken excellent care of my versa 2. Recently the sensor has stopped working I went through every possible step and even followed up with fitbit support. They said they were going to send me a "diagnostic". But all it was, was them sending me a discount code to buy a new one. It seems wasteful considering its just one part broken and theres no way to fix. And considering a significant amount of people experienced the same thing why fitbit hasnt addressed this just shows it doesn't care about its users. DO NOT BUY ONE.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @JMClem. 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 the heart rate of your Versa 2 has stopped working. 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.

[6Bee6]

This is not helpful. The fact that there are hundreds, if not thousands, of issues regarding heart rate, sleep, and water log and nothing has been done by Fitbit except to give a discount is not helpful. It seems to be a huge issue since 2020 or so. Yet, 4 years later, so no fix or firmware update. It's so convenient that there are multiple new versions of devices, yet no fix for firmware. The Versa 2 came with the 7 stats under Today. Now, it is only down to 3. 

[MarkMM]

@6Bee6 My Versa 2 has 5 active stats under today and four stats not checked. Could have 9 if I wanted. Not sure where you're getting 7 and 3. 

[6Bee6]

The manual shows the Versa 2 starts with 7 stats. Now, only 3 show up. This is in addition to the heart rate, sleep, and water log working. 

[MarkMM]

@6Bee6 I didn't look for a manual. I looked at my watch. up to 9 stats available in today.