I’ve used fitbit for years with great service and no problems but I am encountering a problem that has not been resolved.
On Sunday evening, my 13 year old brought his Fitbit versa 2 and told me that it wasn’t moving between screens well. I attempted to update the tracker which resulted in it freezing. Then after consulting forums we attempted to factory reset the tracker following the steps listed by Fitbit. That resulted in the logo flashing intermittently and the Fitbit wouldn’t reset.
I contacted Fitbit support and was walked through the process of trying to reset the tracker again. When that didnt work, I was told that the Fitbit was not working correctly and that my claim would be escalated and I would receive an email in 24 hours or less with more instructions.
By Wednesday afternoon(8/10), we had not received an email. In the meantime, the tracker had continued to flash the logo until the battery wore down and a red battery symbol and exclamation mark were the only things that could be accessed on the screen. Also, the tracker would no longer charge or turn on (other than the red battery screen).
I called customer support back and was told that the tracker was out of warranty by four months and all they could do was offer 35% off of a new tracker.
It’s hard for me to want to purchase a new Fitbit when this one lasted for less than a year and a half and then customer service told me that it was my fault that I didn’t factory reset it appropriately by timing it “ just right” when all I was trying to do was complete a standard update when the problem started (I know how to do updates as I have completed them successfully many times on my own versa 2. )
This is extremely disappointing as my son is a diabetic student athlete who uses his tracker to monitor his blood sugar during school and sports activities. With school starting next week and active cross country and football practices, he is now at risk until we can purchase a new device to monitor his blood sugar. The customer service representative told me that I had somehow messed up the reset procedure by not timing it “just right” and that the watch was obviously not working because now it will not even charge so that a reset could be attempted again. He then said it should reset even after I explained that it will no longer charge . However, because the warranty is out of date- there are no options other than to buy a new one or go with another tracker.
does anyone have any ideas for how to get it to charge so that I can try to reset it again? I’m using a charger that I know works because it charges my versa 2 just fine…
