Hadn't used Fitbit Versa really since I'd received from my husband. He bought two. The band the Versa came with really irritated my skin (sensitive skin/my problem), so hadn't used much until now. So I go online, read what to do to reset for a fresh start. Press/hold left lower and right lower buttons til logo pops then let go. No problem, reset great. Now, put on my charger, plugged in and kept charging like it said to set up. No problem. Fully charged and plugged in. Starts syncing, looks great, 5 minutes later can't find it. Bluetooth is on, near the device, try again. still nothing. OK try wifi. starts up again. 5 minutes, can't find it. I removed the device from the app as a trouble-shooting option, won't reconnect. Names my versa, but won't reconnect, received 4 digit code on my versa and everything. Part of the connect is an update. So after a few days of trying this, I'm thinking - good company, they have support or why would they be popular? Here goes...
summarizing to some extent to remove names/personal info ( I have actual chat)
J hi this is J how can I help?
me - trying to reset my Versa but stuck on load
J - happy to help you with...email?
me - email - thank you for ...wait.
J trying to update your Versa? ( this was not what I said, but basically the problem so I went with it because it was already reset).
me yes
j what device? is it stuck on the logo?
me - I have it connected to my laptop but I also have a Samsung phone. Phone off. it's stuck on logo screen that says to download the app in many diff languages
j - I see what phone -
me - (I said laptop, but sure I figure they know that) I have a Samsung phone
j - what model?
me- (still not sure why my turned-off phone matters, and I'm not sure since it's off.) I say I'm not sure.
j - ok, try a different model
me - (getting frustrated because I'm trying to get onto laptop not the phone, the phone doesn't work with it either) Its a Samsung Galaxy 7 Prime.
j - Samsung is not a tested device so that is why it won't work with the phone
me - (now a little internally incredulous because a Fitbit representative just admitted in writing that Fitbit didn't bother to test their device with Samsung - which I'm sure they say as a tiny company of no consequence....) it is just having trouble because of update? It worked before.
j - try the laptop (.....this what I was on in the first place but..) Does it have Bluetooth?
me - yes
J - make sure it's on
me - (..) yes
j - open app, tap device icon, then device name and tap update.
me - (as I was already on the laptop, on the app with my BlueTooth on when I called about the laptop I say) getting a little frustrated here - that was my initial problem. I am on the app, plugged into comp/laptop - update not working. Bluetooth on.
j - try uninstalling and reinstalling the app.
me - I've tried that, didn't help. I can do so again but the internet is really slow so you'd be off the hook completely and I'd have to call back.
j - I'll be happy to note account for you.
me - Lol - Really?
j - since you mentioned that you have done that already and there are no other devices available I can check warranty, what country are you in
me - USA
j - when did you purchase?
me - not sure maybe several years ago, but it was purchased from you.
j - ok, let me check. oh, I see its past warranty. try a different phone
me - I can't by another phone to try to get my Versa to work.
j - use another phone to update it
me - I don't have other phones lying around
j ok, let's check the warranty
me - (?? didn't we just do this?)
j - looks like the warranty has expired
me, yes but it worked fine before I tried to update it
j - try to update it with another phone.
Me - I've tried to update it on my iPad, laptop and my phone none worked but they all worked before I tried to update.
j - ok, let me check the warranty...
me - warranty? are you a robot? I need a supervisor
j - I'm not a robot, sure
S (supervisor) how can I help?
me - J kept cycling back to the warranty after telling me to get a new phone as the solution and telling me over and over again that it expired. My Versa worked, I reset tried to update, now it doesn't. J said it is my phone but I'd said I was on my laptop. it worked on iPad/laptop/phone before. Why should I have to get a new Versa when it was the update that called the problem. I'm hoping this is an actual supervisor.
S - I am a supervisor - the device works on other devices right now?
me - not anymore, I tried to update
S- you joined up May 11th, 2018, so you've missed your warranty one year limit. Internal processes do not allow us to replace it.
me - warranty shouldn't be an issue since it worked until it came in contact with the update.
S - so looking at the warranty it is expired. As the device should be able to update and is out of warranty I cannot help. But I do encourage your feedback so we can continue to improve our company. (lots of I completely see your point...and believe me I apologize)
me - so your several hundred dollar devices crashes 15 months after starting to use it only when I connect it for an update and sync and my option is to get another phone which I don't see how this helps or get another Versa? I need to escalate this further, could you direct me to your legal department?
S - I am not allowed to do so. We hope that you will give us a second chance and keep in mind our doors are always open to you. Oh and don't forget about the survey. Is there anything else...
me - I tell her I will not likely be wanting to do business with them again and will save the chat
S - she encourages further comment on the chat so I start typing
....at which point she says that she is disconnecting the chat and effectively cuts me off. Survey pops, then after I start typing this closes as well. This is followed by my Fitbit account being deactivated online and I have to reactivate it to get back into it - which I do. I find it suspicious that she was able to edit the base of the chat to exclude her further comment and disconnect so that it wouldn't save that part, but I imagine they do all sorts of things to avoid upper management getting this info.
I would love any info on how to contact someone who can assist with this. Though my husband's Fitbit works completely fine but please also note that he has spent money with Fitbit on other things and has had a completely different experience. I like to make sure things work before I do.
I know this is long, but saves me answers on what I did, what I said, etc so far to get a solution. Thank you in advance for any help.
Jenny
Moderator edit: subject for clarity
