Replacement Versa Damaged

[CarysJones]

Just received a replacement Versa. The previous was not tracking heart rate nor steps. The replacement had dents and scratches on it. Has anyone else had this issue? I was under the assumption, after asking the customer service, that the replacement was a new one as I am within warranty and they could not fix the old one. Many thanks. 

[SunsetRunner]

Contact Customer Support.

[DavideFitbit]

Hello @CarysJones, welcome to the Fitbit Community forums. 

Thank you for all the details you've provided. I've gone ahead and sent your information to the Customer Support team for further assistance with this, so you should be getting a reply soon. Keep an eye on your inbox. 

Let me know if you have further questions. 

[SMB90]

I've had the same issue, I got my second replacement yesterday and it arrived very damaged! Customer service have not been helpful at all and just offered to send me a third one but they don't look new!

Something they really need to look into 

[DavideFitbit]

@SMB90 thank you for sharing your feedback and this update and confirming that you already contacted the Customer Support team. 

In this case I recommend that you continue the communication with the Customer Support team so they can let you know how to proceed. 

I'll be around if you have further questions. 

[SMB90]

Hi David, thank you for the response. Customer service have basically told me the process is the process and that's all they offer and pretty much ignored my request for escalation.

[DavideFitbit]

@SMB90 I've sent your information to the Customer Support team again for further assistance, but it seems they already sent you a reply via e-mail. Could you please check on your Spam folder if you've received it? 

If you haven't done so already, the best way to get help for this problem is to call directly to Customer Support or to chat with them online. Click here to get connected. 

Keep me posted. 

[SMB90]

Hi Davide, thank you for your reply. I had a reply with a generic email to return the second faulty replacement and wait for a further one. I've chased my point of escalation as I have had no answer to this.

I will try to call

[Turtely]

Same here but a little bit different. My versa 2 (purchased last summer) all the sudden glitched. The screen would flicker, turn fully off or/and my watch kept restarting.

Got my replacement couple days ago, however this one doesn't count steps accurate, it counts and burns calories while not even wearing the watch, or shows me a extreme high heart rate while its on the charger lol.

I run 8 miles a day, even my old versa 2 would regonize that but the new one tells me I ran 1 mile, maybe 2 if my versa wants to be generous and that totals to 500 steps and 44 calories burnt. But while charging its apparently working very hard and in cardio state, burning 1800 calories and somehow getting 2000 steps in 😲

Battery drains much faster (4-6 days on my old one, battery wont last a day on the new one), cant sync or pair with my phone/app since the new update and overall it looks like a refurbishment rather then a new watch. I paid already once for shipping it back, took nearly a month to get a new replacement and now it looks like this one is worse then the other.

Don't know if I want to deal with the support again (which was very unreliable, sorry to say that) . Right now im so frustrated and really considering a return for refund and moving on. But that might not be an option, don't know what to do as of right now the watch is not useable, especially since it won't pair with my phone since the update 😞

[SMB90]

Hi @DavideFitbit , I'd really appreciate if you could try to assist me. I was finally told I would get an email from a Supervisor within a few hours yesterday but still nothing.

I am being expected to pay to return a damaged Fitbit, which arrived damaged, and no fault of my own, wait 2 weeks for processing and then wait for delivery. This is the second one within a month I received broken and it's completely wrong. No one is giving me answers and I'm now without a Fitbit. 

[CarysJones]

Hi.

I’m on my 4th Fitbit (3rd replacement) but I never paid once to send them back. Do not pay. They were fairly quick in replying to me.

I’d phone them again if I were you. It’s not ideal. Are you within the 2 years warranty?

C

[SMB90]

Thank you for your reply, I definitely thought it was odd, they've asked me to post via any courier tracked which doesn't seem right at all given it was no fault of my own.

Yes, still within warranty and I contacted them the day the replacement arrived which was now nearly a month ago!

I think they should offer credit to buy online due to the hassle it's been. The replacements from my experience are not adequate and they need to look into this

[SMB90]

Hi @DavideFitbit 

I've just had an update and they're providing me with a shipping label 

They will not go outside the process of waiting for it to be returned and processed and then sending me one or offer so another 2-3 weeks wait for me. You'd think regardless of 'policy and process' a company this size would offer something out of good will given the time and effort this has been for the second time in 2 months. I suppose it just says a lot about the company 🤷🏻‍:female_sign:

[MarkMM]

@SMB90 There was someone bragging right here on the Fitbit Forum, that they were getting replacements and putting them on ebay. That could have something to do with Fitbit wanting them back now before replacing? 

[SMB90]

I understand this on a usual basis. However it's the second one I've had faulty in 2months. The day the current one was delivered I called and uploaded photos....I didn't even sync it to my phone it was that badly damaged. 

It's also an issue I've heard happen on a regular basis which makes me think the refurbished ones they're sending aren't having thorough checks. An improvement they could look at is something like allowing them to be returned to certain stores to speed up the process

[MarkMM]

Maybe with google aboard, that can change. I returned an Amazon purchase to Kohls the other day and received a refund within hours. 

Of course, that's not going to help your current situation though. Good Luck!

[DavideFitbit]

@Turtely thank you for confirming that you've also been experiencing some trouble with your Fitbit watch. Since this is a replacement and you had already tried a few troubleshooting steps to try to resolve this. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

@SMB90 thank you for sharing your feedback about the replacement process; I'm aware that every case is different and it's possible that they will send a shipping label in some cases. I do recommend that you continue the communication with the Support team so they can let you know what options are available for you and how to proceed. 

Thank you for your help with this as well @MarkMM @CarysJones! 

Have a great day.