Screen Glitching

[magzc]

Last May, I got a Versa Lite. Within three months, the screen started glitching until, two weeks later, the screen died altogether. I knew it still worked because I could feel it vibrate during text messages or calls, but the screen remained completely black. They sent me a replacement. Now, six months later, the exact same glitching is starting to happen to my replacement. I called customer service and the guy had me do a factory reset, and now it's stuck on the setup screen at 17%. So my mostly working device is now completely useless. They are sending me yet another replacement.

My problem is their 1 year warranty is from the purchase date, not the received date of the replacement. So essentially, if this next replacement starts to glitch a few months from now, but it's past May, they will no longer send me a replacement. How is this right?? How can they not back their product enough to acknowledge that three devices in 9 months means there is something wrong with the product? I asked customer service (and they were kind and helpful) to escalate me to a supervisor so I could inform them of my situation. The supervisor sounded completely detached, rude, and obviously wanted to get off the phone as soon as possible. He didn't offer any words that made me feel heard, that he cared, or that the company wants to make it right.

I am so sad because I really loved my Fitbit in the beginning, but now I just really want my money back. I know about the 45 day refund policy, but how was I to know then that I'd be having to get replacement devices every other month? The whole thing has been so frustrating. I guess once my warranty runs out and the device undoubtedly fails, I'll be outta luck. 😞

PS- The new dashboard is sooooo bad and ugly, maybe moving on is for the best. I stopped logging food/water/sleep once they made the change. It was a major disappointment.

[MakMak]

Hi, @magzc! I'm really sorry to hear the issue you're having. However, I can tell you from my experience and observation, I've had the Versa, Versa Lite, and Versa 2, and they're all still kicking. Never had screen issues with any of them and have passed on the Versa Lite to another user. I think the vast majority of users don't have the issue, so maybe you can hope for the best with another replacement. Not all of them are lemons!

[emjays09]

My versa is doing the same. Got it in May 2019, it’s now March 2020 and the screen just went black. The back light still comes on, it still responds to buttons being pressed and counts my steps, but the screen is just blank.