Replacement Won't Connect

[Shane1072]

Fitbit sent me a replacement versa because mine wouldn't stay charged or count steps. I got the new one in the mail yesterday, and it's says "cannot pair. This device has been locked and cannot be paired. This may happen if the device is reported stolen or if a warranty replacement has been issued" I contacted support right away and they had me: remove all Bluetooth devices, uninstall app, restart phone, and hard reset the versa. To no avail. Called back again, and the guy said that they need to have a different Dept remove the claim on the new versa, and gave me a claim number. Since then, no email...no claim, nothing. Curious as to what's this all about, and how to resolve. Did Fitbit actually send me a stolen device? 

[LiliyaFitbit]

Welcome to the Fitbit Community @Shane1072.

I appreciate your participation in the Forums and sharing the details of the issue you're experiencing with the replacement device you received. Thank you for your efforts to resolve this. Depending on available inventory, we sometimes issue products that were returned to Fitbit unused for reasons like wrong size and wrong color as warranty replacements. These products are tested and determined to work like new, with minimal wear and tear. Thank you for taking the time to get in touch with our Support Team. I know they will be glad to help you out and provide a solution, please continue working with them. I appreciate your patience and understanding. 

I'll be around if you need further assistance. 

[Shane1072]

No one has contacted me. I’ve been using Fitbit for years, but finally
considering an Apple Watch. I love my versa, it tracks everything perfectly
except the failing battery I have no complaints. I feel like a company
would be a lot quicker to make contact after this type of thing.

Thanks

[mkk884 · Accepted solution]

I have had similar problems. Since I purchased the Versa in May, 2018, it has been replaced twice, to no avail. They all have had terrible battery life. In addition, the most recent replacement, which I've had for about 90 days, won't sync unless tethered and charging. It won't register my pulse or sleep and is not keeping accurate data on steps. (It registered 600 steps today: I had walked the dogs 3 times at that point and the count should have been much higher). I tried to sync it this morning for about 1 hour unsuccessfully. This most recent replacement is worse than the first two -- so we're going in the wrong direction. I'm done with Fitbit: You have to spend  hours on the phone with customer service reps until they decide they have no choice but to send a replacement and at this point, another replacement is not a solution.  I don't want another one. It's a piece of junk and a waste of $250. 

[Shane1072]

I may as well just drop 400.00 on an Apple Watch. 

[fantes]

This has been ongoing since their new update. I am so over them saying the crow they are feeding us. Wish they wake up finally and see it is a flaw in their end rather than our phones or watches. I find that hard to believe especially when so many people are having the same issues. All my friends have fitbit as well and different styles that are running into the same problems. Not syncing not keep the correct time etc.... Tired of this rollercoaster ride they keep sending us on.

[LiliyaFitbit]

Welcome to the Fitbit Community @mkk884. It's nice to see you around @Shane1072 @fantes. I am sorry for the delayed response. 

@Shane1072 I am sorry to hear about the delay. I understand that you love your device and have been a Fitbit customer for years. Thank you for your feedback, we're constantly working on improving our devices and user experiences. I could see that our Support team is working on your case and you should be getting a reply soon. I appreciate your patience and understanding.  

@mkk884 @fantes thank you for sharing your feedback and experience. Our team is always working on improving our devices and user experiences, and your comments are always welcome.

If you have any questions, feel free to let me know.

[Shane1072]

I don’t have any questions. No one from Fitbit has contacted me back, so I
assume I’m just out 200 bucks.

[LiliyaFitbit]

Thank you for your reply @Shane1072. I am sorry for the delayed response. 

I apologize for the wait, you should be getting an email from Customer Support soon. I appreciate your patience. 

I'll be around.