Poor customer service when reporting a fault

[andrewkirchin]

I have worn my Versa solidly since I bought it 18 months ago. Paid about £140. 
I have really enjoyed using it - it has become part of life, helps me watch my food, measure my performance and keeping healthy.

Then the heart rate monitor went kaput. All the other features seem to be ok, except the calorie use which is clearly now off the charts as I have gone from having a resting heart rate in the mid 40s to the low 100s. When I exercise it is off the scale.

so I have been chatting via Twitter message to someone who has tried but been unable to help. They have passed the issue on to another department and told me to await an email.

that was over two weeks ago and despite some prompts still no response.

I am very disappointed - assuming it’s not fixable and it doesn’t look like I will be offered a refund the £10 a month the watch has cost me so far seems a bit steep.

So the hunt for a replacement starts now - and it is unlikely to be another Fitbit.

[mtczajka]

Don't worry about not getting an email - here's what they'll tell you, "Thank you for your patience, it's a known issue, the developers are working on it."  When you ask them after a month for an update - same message. After 3 months of the music download feature not working, I did what Support hoped I would do.  I gave up.  

[andrewkirchin]

I already have. But if enough people kick off it will begin to affect the reputation of the product.