Screen not responding to touch

[Momster47]

Restarted about 5 times in different intervals but there is no reaction to touch 😕

Had it 4 days 😞

[MarciM]

Hi @Momster47 I'm sorry to hear you are having a problem with your new Versa. If you haven't so already, I would suggest contracting customer service. 

[ErnaR]

I am having the same issue. I just factory reseted it and it is still not working. I love the device if it performs what it is supposed to perform. But right now i am super disappointed. 

[MarcoGFitbit]

Hello @Momster47 and @ErnaR, have a warm welcome to the Fitbit Community, it's great to have you on board. It's nice to see you too @MarciM, thanks for all your help. 

@Momster47 and @ErnaR, I have checked with our Support Team and it seems you have each created a case already. At this moment, I would like to advise you to continue troubleshooting with them, I'm sure they will be more than happy to continue assisting you. 

If there's anything else I can do for you, please feel free to reply. 

[Momster47]

Hey there,

I have been in touch with support and have submitted a video as requested. It is the final proof that my screen is frozen and responds to nothing 😞

I am wondering how long it will take for a follow up but it is what it is at this point. Rome was not build in a day either ..  😉

[ErnaR]

I know right! I am jumping at every email i get hoping to hear from them what to do next. They do respond in timely manners its just that i want my fitbit to work so badly that Patience is non existing. 

[Momster47]

Me too - ugh - BUT do not forget that your phone (APP) can track your steps without the bit.. 

I am sure that the team is working as fast as possible and quality takes time... that we cannot measure as we do not have our watch but that is just a really bad pun 😉

[MorganeRuz]

I have the exact same issue and a case is already open too.

Waiting for a solution is driving me crazy but knowing that I’m not the only one is kind of comforting (sorry 😆).

Please keep me posted once you’ll have an answer from the Tech Team !

[ErnaR]

I totally agree! I just had to send them a video as well now I am waiting again. Keep me posted too!



Erna Reiser

[YogiLexi]

I've had my versa for two days and the touch screen just stopped today. Also tried restarting but, nothing helped .I got a case number and waiting to hear back. Super annoying. 

[ErnaR]

I know it's super annoying I send in the video almost 2 days ago and have not heard back since. Hope to hear from them soon.

[Jujube289]

What's all this about sending videos? What exactly is Fitbit.com's return policy? Can you return it with no questions asked within 45 days?

[ErnaR]

I been troubleshoot8ng on fixing the device with the support team hoping it's just a bug or something they can fix. Because I really like my versa. I am sure you could do that. 

[MarcoGFitbit]

Hello @ErnaR, @YogiLexi, @Momster47 and @MorganeRuz, I hope you're having a great day. It's nice to see you around too @Jujube289. 

If you have already a case created with our Support Team, please keep an eye on your email inbox for further instructions, I'm sure our team will be more than happy to continue assisting you. Please keep me updated with the resolution provided.

@Jujube289, in case you have inquiries or doubts about what the Fitbit limited Warranty covers, you can check it on this article: Return Policy & Warranty.

Thanks for your patience and understanding, if there's anything else I can do for you, please feel free to reply. 

[YogiLexi]

Hi @MarcoGFitbit I received an email from fitbit support yesterday. The fix was to hard reset the versa. This didn't work and the screen wasn't turning on at all. I purchased it through Amazon and they already shipped a replacement. I've had fitbit products for many years and I hope this next versa I receive actually works. 

[SunsetRunner]

Ugh. Same issue. Had it for 1.5 weeks. About to log a ticket. 😞

[ErnaR]

That sucks! I am about to get my replacement any day now ... I really hope that this one will work properly 

[MorganeRuz]

Had to return my Versa too. Instead of returning to Amazon, I returned it to Fitbit in the Netherlands (I’m from Belgium). 

I have sent it on Tuesday and it arrived on Friday. They said that it could take up to 3 days before they send a new one 😒.

Should’ve probably returned it to Amazon, might have taken less time to get a new one.

Also, the shipping is at my cost which I think is really not customer oriented.

Did you have the same issue with Amazon?

[YogiLexi]

No issue returning it to Amazon,  I got the new one right away and it's been working. Fingers crossed! 

[MorganeRuz]

Lucky you ! 

My case got worse today. So in the initial chat I had with Customer Support, they told me to send back only my tracker and that they didn’t need the bracelet nor the charger.

Today I received an email from Fitbit saying that they actually need the bracelet and the charger and that they won’t send me the replacement until I send them the entirety.

They also added that the postal fees are at my charge and that the model I purchased was no longer available and should be restocked in about 2 to 3 weeks !

That was it for me ! I requested a refund and a refund of the postal fees. Haven’t received a reply yet.

This is probably, without exaggerating, the worse customer experience I had in my entire life ! I will never buy a Fitbit product ever again and I will definitely never suggest their products to anyone.

Disappointing level 100 !