My experience with Versa and Customer Support

[pbug56]

I've had my Versa for over 2 years.  Sleep data has always been a mess.  I could have a lovely nights sleep, say 8 hours, yet it will record a block of say, 2.5 hours, then 2 hours 'awake', then couple more hours, etc.  It seldom sees 3 straight hours of sleep even when I've slept well.  SO they email me to do a factory data reset (after a sync, of course).  But here are my concerns; 1. Will this reset fix anything?  2. How do I get back my faces, any apps, etc. back after the reset?  I know that I have to be sure after that the watch is not connected to Fitbit - phone app, web app, etc.  So I get on my phone app after the reset, make sure I'm not paired, then pair to my (original / only) Versa.  Hopefully it works.  Then what?  Multiple updates to firmware?  How to make sure I get them all?  How do I get my faces back?

They didn't note that in their email, and it doesn't look like you can respond to the email.  I had done a chat, they gave me a case number, I did what they told me to do, chatted again the next day.  At a certain point, with me not feeling sure he had paid attention, he said he was leaving the chat.  Period.  At least I did eventually get back the email.  So now what?

Thanks!

Moderator Edit: Clarified subject

[RicardoFitbit]

Hello @pbug56, it's nice to see you again participating here in the Community Forums.

Thanks for taking the time to share your thoughts and personal experience with your Fitbit device, I understand your situation and how frustrating this matter can be for you. I'd like to let you know that we are always striving to improve the Fitbit experience with our products and services, therefore, the feedback that's shared here in the Community Forums is always appreciated and really helpful for us to evaluate our procedures and make sure that we are delivering what our users want and need.

Since you already received assistance from our Customer Support team, I’d suggest you contact them back if you require further assistance or if you have any additional questions about the outcome of your case.

Let me know if you have any additional questions, I'll be around.

[pbug56]

I will be. But, FYI, this is at least the 2nd time I've tried with them to
fix the general sleep capture problem, in the end, same 'solution' - full
reset, re-update (though I will grant that software updates TODAY are far
less likely to brick a Fitbit than they were a year or two ago), and first
night since reset done with, still not capturing my sleep. But I'll wait
another night or two to see if that changes before writing back to them.

A big issue; tech support gets to a certain point and just gives up without
considering, or asking higher level engineering to rethink. For instance,
if sleep quality is generally measured by movement and HR, and on nights
you sleep well yet Fitbit says you didn't, maybe the 2 setting sensitivity
switch needs a 3rd LESS sensitive setting.

Also, some tech guys just abandon the quest. The one tech told me to set
it to extra sensitive for a night, and that afterwards he would review what
it showed and get back to me. I did my part, he never got back to me.
Would it have shown him what we need to know? Maybe, but now, I have no
idea. I repeatedly asked that he pass on my query about a 3rd setting - he
never responded, and I'm guessing never passed it on. I know I move SOME
during the night. Start on my dominant side, end up on my back with the
wrist with the Fitbit facing 180 from where it started the night. Plus,
how Fitbit could say I slept, say, 2 hours, awake 2 hours, slept 2 more
hours when I never woke up does seem odd. No matter how I ask, I cannot
get any answers to that. The nights I've checked, HR typically didn't show
any major change. So if you can help me get answers to this, that would be
very helpful.