Trouble Syncing, draining battery and poor customer service

[shelley0817]

I received the Versa for Mother's Day.  It was awesome and worked great until Tuesday night.  I realized Tuesday night it wasn't syncing to my phone.  I tried turning the phone off, turning wifi off, turning the Bluetooth off and then I deleted the Versa and decided I would reinstall it.  I tried all day Wednesday to reinstall it and it kept saying that my phone was connecting to the tracker and it would stay like this for an hour or longer.  I finally contacted customer support via chat message on Wednesday night and spent an hour and a half doing the exact same things I had already done.  Finally, he said that I should do a factory reset.  I did that and then couldn't use the tracker again.  I received a message stating that I had download the fitbit app and it was appearing on my tracker in several different languages.  Customer service said that he needed proof for his legal team that my tracker really wasn't working.  So I uploaded him a video and he said that all he could offer was for me to send my Versa to their warehouse and then someone would look at it and see what they could do for me.  It's brand new and that was all he could do for me after an hour and a half.  Before I talked to him I could at least use the Versa and after the reset it wasn't working.  The next day I took it back to the store and I had a nice gentlemen help me and we figured out how to get it working again only to have the battery drain all day.  I have to charge it three or four times a day.  I went to bed last night after charging it to wake up to it at 70%.  I have turned off the all day syncing, the notifications, the heartrate, and only have the time and steps and it still drains.  I called customer service and they said that all they could do is monitor it.  They said to charge it and then sync it throughout the day and then call back in a few days so that they can see how long the battery is lasting.  I asked if they would replace it and they said they wouldn't know until they had more data to look at.  I've had this for less than a week and it's a piece of crap.  The worst part is that my 12 year old daughter bought this herself for Mother's Day and is upset that it's not working. I'm upset and frustrated it's not working and that I keep getting the run around from customer service.  I guess now I'll just have to keep my charger on me and charge it throughout the day.  I can't return it and disappoint my daughter but since Fitbit won't help me I'm stuck with an expensive tracker that doesn't work.  I'll never get another Fitbit tracker again.  

[Odyssey13]

Hello and welcome to the forums @shelley0817

Since you were able to go to the store and have them look at it, why not just go back and exchange it for another Fitbit. That would be the fastest way to get this resolved for you. When a Fitbit is returned, they do look it over to see what the problem is and that does take longer.

Your daughter wanted you to have this and despite having a rocky start, you can still make this work. Just exchange it for another Versa and set it up as a replacement device on an existing account.

We're here for you. Let us know what happens.

[shelley0817]

I tried but because it's been open and it's considered an electronic they won't accept returns.  If I hadn't opened it then I could return or exchange but because it's been opened, they won't accept returns.

[Odyssey13]

@shelley0817  if it's within the return period, they won't take it if it's opened? I know when I get a bad dvd, even if opened, a Walmart lets me exchange it for one of the same title.