The HR monitor on my Versa stopped working

[tyler-h]

I was very excited when I bought the first versa because of all of the features, especially the HR monitor and sleep analysis. 6 months in, the infrared light on the back that tracks both of these features suddenly stopped working but I was still within warranty so I was able to get it replaced. Another 6 months later and the replacement watch has the same issue but when I contact support I am no longer eligible for a replacement due to the fact that I am out of warranty. Upon searching the community page I see hundreds of other individuals with the same problem. I am very underwhelmed with the 25% discount on my next purchase which was offered to me as compensation even though it was obviously a hardware issue with the versa in general. I really hope someone from fitbit sees this and reaches out because I would like to remain a customer but will definitely not be buying new $200 watches every year.

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there @tyler-h, thanks for stopping by. We're sorry to hear that the heart reate monitor on your Versa stopped working. I understand why you'd feel underwhelmed about this inconvenience. 

Thanks for your question about why we offered a discount towards a new Fitbit product instead of a replacement of your existing Fitbit product. Our limited warranty provides repair or replacement of products that have a defect while still in the warranty period. Your device is out of the warranty period, and therefore is not eligible for repair or replacement, but we want to offer you a discount to thank you for your loyalty to Fitbit.

Keep in mind that every case is completely different from the other's, thanks for taking the time to share your experiences and feedback. For more information about the outcome of your case, please get in touch with our them again and or you can check our warranty policies for a better understanding of the information that they provided to you. For more information about our warranty, see fitbit.com/legal/returns-and-warranty.

We thank you for being a customer and hope that the discount will help keep you in the Fitbit family. If you have any other questions, please let us know.