My experience with Versa 2 and Customer Service

[ghostmark2005]

Some of the worst customer experience I have received.

I have a versa 2 and in Nov 24 out of the blue the heart rate sensor just stopped working.

I reached out to customer service and they took days to respond and the live chat would not connect.

Despite going through multiple troubleshooting options before reaching out and explaining this to customer services they still made me go through them again but took one to two days to respond at a time.

Eventually they said all troubleshooting options had been exhausted so would replace my watch, all I had to do was send them my details for postage.

Imagine the joy I felt 24 hours later that Fitbit decided upon review they no longer would replace my watch and instead offered me 35% off a new one.

I have since found out it is because the watch is refusing a firmware update but there is no way around it and it is essentially just a smart watch that can record basic workouts without heart rate monitor now

I have asked the case to be escalate to a manager but I sincerely doubt this will happen, I will never purchase a Fitbit again as based on the email exchange I cannot trust a word their customer service says not can I trust their watches to not break when a firmware update fails.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @ghostmark2005. It's nice to see you around the Fitbit Community Forums.  Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear about the inconveniences with your Versa 2. 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.

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. 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. Since your case has been escalated to a higher level of support, I'd suggest keeping an eye on your inbox for further updates. 

Thanks in advance!