Replacement order inquiries

[jessica.chishol]

Anyone having trouble with getting a straight answer from fit bit regarding a replacement order 

So my versa 3 just stopped working on the 26th August spoken to someone on live chat replacement request sent new one getting sent out 4-5 working days 

The days pass no update email nothing go on live chat asking what's happening delays yep no probs 

Go on live chat again few days later same thing delays no probs I will wait 

Now today has took the piss getting passed from person to person say o contact google google saying contact fitbit regarding my replacement I will add it's under manufacturer warrenty 

Now a new request has been sent still no god dam update on me receiving the bloody thing 

Shocking I am having to wait for a replacement as ur product is faulty 

[Guy_]

Hi @jessica.chishol - am afraid you are not alone, either the people available to deal with it are in short supply or the watches are.

However if you still have your watch make sure why it is not working in case it can be made working.

[jessica.chishol]

So replacement has finally came guess what can't use the thing stick on white fitbit logo even after trying everything 

Fitbit sort it out this is shocking 

[Guy_]

@jessica.chishol - you will need to contact support again and insist they send you an immediate replacement without going through the return process as the fault is entirely due to Fitbit sending you a watch not fit for purpose, which doesn't count as a replacement as it has to be fully operational.

[jessica.chishol]

O you will like this one I got offered 35% off a new fitbit

Bearing in mind my bresa 3 is not even 12 month old and was told this morning that I have in fact 2 year warranty on the versa 3 so how the hell can they just send me a 35% off when in fact my original versa 3 is still under warranty even the replacement then sent still is I am ready to hit the roof with them

Fitbit absolute joke 

I am waiting to see what they come back with after our chat this morning 

[EstuardoFitbit]

Hi there, @jessica.chishol. Welcome to the Fitbit Community Forums. @Guy_ Thanks for all your help. 

I really appreciate you getting in touch with our support staff again to fix the issue. I notice that they have already given you what I hope is a satisfactory resolution. Please don't hesitate to get in touch with them again if you have any more queries or worries. 

Have a good one. 

[jessica.chishol]

After Alot of back and forth explaining again and again I have a replacement replacing the replacement but I have to ask why is being replaced with a refurbished versa & not a like for like this makes me wonder as to why the last one didn't work

I can guarantee this has been the last time I buy anything off fitbit 

The whole experience is shocking to say the least 

[PipW]

This seems to be exactly what's happened to me. My Versa 3 stopped working. Fitbit offered me a like for like replacement or 50% off the latest model. Opted for the like for like which came today, clearly a restored one but I was OK with that. Charged it to full, synced it to the App but it's stuck on the logo and asking me in various languages to download the Fitbit App. I've uninstalled and reinstalled but stuck here! Any suggestions?

[Guy_]

Hi @PipW - in the Fitbit App did you click profile photo and " + Set up a Device" and replace?

[PipW]

Yes I did this several times. Two calls to Fitbit Support and several reboots of Fitbit and Device but not able to resolve. They're now going to send me a replacement replacement once I've returned this replacement!

[PipW]

Also apparently if it says Pair With "Atlas" when you're pairing with the App this is actually another name for the Versa! This properly confused the support guys who didn't know this initially and were convinced I had another device somewhere trying to connect despite me knowing I didn't. 

[Steels07]

Wow that is crazy 

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Omg a refurbished one.  How can that be if they don’t service Versa or their other products. Wondered where it came from???

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A replacement of a replacement wow.  Hopefully this one will work for you. Hopefully they don’t take your replacement and cycle to another person.

[Guy_]

@PipW - Atlas is the internal name for a Versa 3 and is used in debugging but it shouldn't come up on the watch normally or in the app.

When you click profile photo do you see a Versa 3 present? If so remove it from the account and remove both the Bluetooth entries from the phone's Bluetooth and restart both watch and phone and try setup again.

Did support also get you to do a factory reset in case it is in a debug mode?

[EstuardoFitbit]

Hi everyone, let's give a warm welcome to our new members. 

When you redeem your device's warranty, some of you have complained about why you were given a refurbished device. Remember that we only send out items that customers have returned because they didn't like the color or the product itself. There is no chance that you received a device that was broken or damaged because we don't provide any repair services. 

@PipW My best advice is to continue speaking with our support staff because you have already done so until you have a satisfying enough resolution.

I really hope that this explanation eases your concerns.