Versa 2 display not working

[Naughtynelson]

I bought my versa 2 mid January and it's already having problems.  I've done two separate chats this week and nothing has been resolved. Now I can't even get in to chat with anyone! The times it will turn on, it won't go any further. It's froze!  I've done the update, turned it off, ect. Nothing works!!! I'm so frustrated!!!! For what this product costs, you would think it would work or you could get some help!

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @Naughtynelson, welcome to the Community Forums. I'm sorry to hear that you're going through this situation with your Versa 2's display. 

Please note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. Then, if the tracker is deemed defective we review eligibility using the one year warranty option.

We apologize that your chats didn't go through, due to recent events affecting our operations, support options are limited and wait times are longer than usual. However, I've seen that you manage to get help from our chat support and saw they helped you to get back on track.

Let us know if there's anything else we may do for you.

[CanuckStepper]

HI MarreFitbit, we are having a problem with a non-responsive versa 2. It seems to be a known problem.How do we go about applying for warranty replacement?  

[CanuckStepper]

HI there, we purchased a versa 2 in December as a Christmas present. It worked great for a while, but now the screen is unresponsive to touch. Have updated the watch and restarted it multiple times. It does not have any apps installed other than what came with it. You can still change the watch face, etc, through the app and it records steps, HR, etc. May daughter wants to factory restart it but cant do that with an unresponsive screen? Help! This thing was expensive....

[MarreFitbit]

Hello there @CanuckStepper, thanks for stopping by and for reporting me that your Versa 2's screen isn't working. 

Please note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. Then, if the tracker is deemed defective we review eligibility using the one year warranty option. Discounts and replacements depend on tracker model and other factors. you can check our warranty policies here.

If you haven't done so yet, I'd recommend trying the following steps:

1. Switch to a Fitbit clock face if you're using a third party clock face: How do I change the clock face on my Fitbit device? 
2. Please confirm if you've restarted your device by following the steps from this help article: How do I restart my Fitbit device?

3. Try to change the Screen Wake setting to manual, you can find the steps to do it in this help article: How do I see the time on my Fitbit device?

Make to try them out and let me know if the issue persists. If such is the case, my best recommendation will be to get in touch directly with our Technical Customer Support department here. I would also contact them on your behalf if necessary, just mention me and I'll move forward with the request.

Keep me posted.

[CanuckStepper]

Thanks, MarreFitbit. Tried resetting the screen wake, which did change to always on, but the screen remains entirely unresponsive to touch....sad face....I'm going to contact support and will mention you in my post.

[MarreFitbit]

Hi @CanuckStepper, you're welcome. Thanks for the update! Since none of the steps you tried have worked, I've created a case to get you in contact with our Support Team about this. They will be able to work with you and review your options. Please keep a lookout in your inbox to the email address associated with this Fitbit account. Someone will be in contact with you as soon as possible since due to recent events affecting our operations, support options are limited and wait times are longer than usual.

We look forward to getting you back on track.

[CanuckStepper]

HI MarreFitbit, thanks for the support! I was able to resolve the issue with Fitbit yesterday;a new tracker is being sent out. You pointed me in the right direction and trying your tips in advance was a time saver in my conversation with them. Took about an hour, but they were actually quite easy to deal with and their Rep, Julio, was great! Thanks again, but we are all good!

[MarreFitbit]

Hi there @CanuckStepper, thanks for getting back. I'm very happy to hear that you are now getting a replacement. Thanks for sharing the outcome of your case and for your great comments towards our Support Team.

We look forward to having you back soon!