Screen is completely dead - Versa

[Swebbatron]

Hi,

Reaching out in the hope someone can help!  

I've had my Versa since Jan 2019 and it's worked really well in all that time.  On Wednesday this week whilst mid exercise, I felt it vibrate and when I looked down the screen was going crazy.  Instead of showing my workout stats, it was jumping through all the menus by itself.  I immediately ended the exercise recording and did a soft reset - which worked, but I noticed the screen (Bitmoji clock face) wasn't displaying 100% right (it was a bit off centre) and the battery level dropped very quickly.

When working out on Thursday, I realised the swipe functions were all becoming very unresponsive.  Resetting didn't resolve this, so I changed the clock face back to a simple 'Photograph' one on Friday in the hope this might have an effect.

This morning (Saturday) I woke up to a flickering screen.  Although taps to the screen work (to switch between steps, HR e.t.c.), swiping does not.  I performed several soft resets, all of which didn't resolve the issue.  So then, I did a Factory reset (using the buttons as I couldn't access the menu).

All restarted and updated with the default clock face, but the flickering continued. Swiping still didn't work.  The Fitbit continued to record my steps e,t,c for the day however, so I kept it on.

Late afternoon, the screen went off.  It's now completely black and totally unresponsive.  I can't do a soft reset or factory reset as the button holds fail to bring up the Fitbit logo.

The bizarre thing is that I think it's still recording.  I've got green lights on the revers of the watch and it still seems to synch to the App OK.

Any ideas on how to get it working again properly please?  I'm absolutely stumped!  Has anyone else encountered similar?

Thanks very much 😀

[Licia_4]

Mine did the exact same thing and I followed every step you did to get it to work. I just purchased my Versa Lite exactly a year ago and I'm very dissatisfied and disappointed as this happened to my Charge 2 as well. Fitbit customer service does not help with this at all!

[Pardy]

I got my fitbit in January 2019 as well and just this week, it died a similar death. The reset instructions doesn’t seem to work. 

[Anyame]

I had similar problem and contacted Fitbit customer service. They offered to sent replacement for free or 50% discount of any new Fitbit. 

[Lisalark]

I bought my Versa January 2019. This last week it was counting steps while I wasn’t moving and was not responding to anything when I would try to log any exercise. I put it on the charger yesterday and at fully charged, had a screen flicker then just went black. I’ve done all the troubleshooting. Nothing is working. I think it’s dead.

[Licia_4]

Ok great. Thank you. I will try them again.Thank you kindly,Felicia Brown 

[nanner2u]

My versa 2 was purchased in November of 2019 and has worked fine until today and it kept vibrating and I looked down and the screen looked like a TV getting static. Now it's got the green light on the back, but now I have a dead Fitbit. ☹️👎 - I bought it at Target, but they only have a 45 day return policy. ☹️ Very disappointed!!!! 

[Cbr250]

Something very similar happened to me. I received my Versa in Jan 2019 and it worked perfectly until yesterday when I noticed that the touch screen was unresponsive. I tried all night to swipe to the left or down and when it did finally respond the screen randomly toggled through the various menu items. I somehow managed to reset my watch to factory default settings so I pretty hopeful since the Fitbit logo displayed perfectly and the screen was now responsive. But when I downloaded the Fitbit software I noticed a couple of vertical line (as if pixels were missing) on my screen. Now while the touch screen is responsive only half of my screen displays and half is black. Right now my Fitbit Versa won't even work as a decent watch because I can only read half the screen. I contacted Customer Service but after being on a chat for 30 mins, I was offered the 25% discount. Overall I'm pretty disappointed since I have owned Fitbits for the last 8 years and was extremely loyal to the brand. 

[Swebbatron]

Wow, this is slightly scary to see so many people reporting a similar issue.  I hoped someone might have seen it before and had advice, but wasn't expecting it to be an issue affecting quite so many others.

I've since spoken with support via Twitter DM and they've opened a case for me.  They've said it'll likely be at least a week before I hear back.  I'll report here again when I do.  Fingers crossed for some good news!

Hope you all have some luck too 🙂

[Laya528]

Same thing happened to me for the second time 6/2019 1st the Versa (wouldn’t turn on at all even after purchasing a replacement charger thinking that was the problem)and now again 4/2020 with the Versa 2   ( Where once again purchasing a new replacement charger at did charge it  but only to show the Fitbit logo)..It won’t let me turn it on through hole the only bottom in for 20 seconds so I am at a lost.. I will start doing research on other watches for the future.. Third time is probably not the charm..

[Swebbatron]

I promised an update and here it is:

I ended up chatting with support via Twitter DM.  They were super quick to answer, but the only solutions they had to try were the things I'd already attempted.  Pretty quickly it became obvious the Fitbit was now broken beyond repair

From here I've been pretty stunned at the service.  They took my details and then offered me the choice of a 50% discount on a new model, or alternatively the option of a replacement.

I opted for the replacement (which actually turned into an upgrade anyway as my original was out of stock).  It arrived early this week and so I'm happily back up and running!

I'm still disappointed the watch failed like it did and couldn't be repaired.  Nevertheless, the support and service from Fitbit has been absolutely perfect.  I don't think I could have asked for more.

I really hope everyone else with similar problems is able to get a resolution like I did.  Fingers crossed.

[cjmartin8]

I'm having the same issues

[Pardy]

Thank you for following up. I am encouraged to contact customer support. Hopefully I can get the same resolution.

[Lyttle]

This is my second versa in a year. The first one was replaced and the screen has now gone black. I see the lights at the back sometimes.

[bummed2]

It is interesting....we all seemed to have purchased the Fitbit Versa at the same time.  I bought mine as  birthday gift to myself in January 2019 and now my Fitbit has met the exact same fate.  Dead screen. Bummed for sure.  

[ternoler]

Customer support wasn't helpful to me since my watch is just over a year old. I guess their sales model could be thought of a subscription plan of like $16 a month that expires after a year. Anyone want this 25% off coupon that won't be going to another fitbit product by me?

[Kacey29]

Mine just did the dame thing today.

bought around the same time as everyone else but from Target. Now the screen is black and won’t charge. Feeling really bummed. I don’t know what to do. 

[shinetagreen]

My screen is also completely dead but the Fitbit still tracks everything.  I got mine on 11 April 2018 for my birthday.  Is there anyway to contact a live person at Fitbit.  I located an 800 number but when I called it, the number does not ring. Please help

[bummed2]

It seems to be the norm for the product. I gave up with mine and no longer wear it. Hope it works out for you!

[Swebbatron]

I managed to get hold of them super quick via Twitter DM.  Can't fault their service once I'd made contact.  Really hope you can get it sorted 🙂