Need help with my Versa

[timo123s]

I have owned several Fitbit products, and when contacting support, always got great service. This time, however, was really disappointing. 

My new Versa shut down, while fully charged, a week after purchasing it. After trying many of the suggested troubleshooting steps with no change, I reached out to customer support. I explained to the representative through the live chat what had happened and the steps I took to try and resolve the issue on my own. The representative looked at my account, verified that the Versa had a full charge at the time of it's malfunction and had me run through the troubleshooting steps again. Finally I was asked to make a video of myself attempting a factory reset and to send it to support with my case number.

After making the video and emailing it support, the decision was made to send me a replacement charger????? I was very surprised by that email, and immediately sent an email back asking how this decision was reached, since the issue wasn't with the charging level of my device. That email was ignored.The following day I sent another email asking the same question, again ignored. 

I have since decided to return my Versa and due to this experience look elsewhere for fitness trackers. I am sad that the once stellar support that I had received in the past is no longer present. I hope that maybe my experience and others that are reporting on the terrible service they received will serve as a wake up call and Fitbit will get their support sorted out. Customers are the lifeblood of the company and betraying their trust and loyalty only damages the company's reputation as a whole.

BTW, after sending support and email to close my case, I have yet to receive a response three hours later. 

Thanks for reading. 

[ErickFitbit]

@timo123s I want to help turnaround your recent experience with us.

I apologize for any confusion by our Support Team and for the delay in getting a response to your inquiries. I've brought your experience to the attention of our team and have made sure that someone will be following up with you within the next 24-72 hours with an update. Keep an eye on your inbox!

Keep me updated on your experience once they follow-up with you. I will be looking forward to hearing from you soon. Have a great weekend!

[timo123s]

Hi @ErickFitbit,

I want to thank you for responding to my post and reaching out on my behalf to Customer Support. They have contacted me and have rectified my issues. I am very impressed and pleased that the Fitbit community is here and can intevien and assist when communication breaks down. Again, thank you. My faith and love for Fitbit has been restored. 

[User_01]

I agree! I have been waiting 3 weeks to get a replacement for my versa. Every time I call, I get a different answer. I don’t understand what happened with their great service! It has been the worst costumer service experience I’ve received. I am very disappointed!

[emese95]

Same thing happened with my Versa. Just sent customer support a video with the case number demonstrating a factory reset. I hope they dont do the same with me. 

[User_01]

Fortunately I got my replacement. Sad part was that it took almost a month and a half. Good luck!

Sent from my iPhone

[sluz]

Oh boy, my versa's screen just glitched out to the point of uselessness after 33 days of treating it with the utmost care and now I get to wait a month for it to be replaced too! Fantastic. I bought it to get me through the last 3 months of my diet and now the entire point of me buying it is moot! I thought maybe I could just wait a bit and still keep tracking but nope, the glitch causes the battery to die in 5 hours from full charge, so it's completely useless. And the app was working well this morning, for about 5 seconds before crashing when trying to do anything.  

It seems like everyone says fitbit used to have great customer service and that now it's terrible, so I can only assume they started rampantly cutting costs everywhere else too, which is why I now have a 33 day old $214 paperweight on my desk and an app that now crashes after 5 seconds of usage.

A company with good customer service would just send out a replacement immediately overnight or refund my cost, but no, I have to wait a month to get another device that is obviously fraught with issues and hope this one lasts more than a month before I have to send it back again. And I had to send a video to prove the thing was defective, who does that? Rest assured, I'll be ridding myself of this device as soon as I can afford to do so. 

It feels like I got robbed because I paid for your device and now after a month you're taking it back and keeping my money with no compensation for the month or so I'll have to wait for the inevitable inventory issues that result in me getting a refurbished version of a substandard product in the first place.

Useless