Versa 2 functionality degrading over time

[vandermuff]

Purchased my Versa2 in early January 2020 and was happy with its features. But now it seems to be degrading . Touch screen is getting testy, it takes many taps to get a response, and, during treadmill or elliptical exercise it has gone bonkers as far as heart rate. For example it will suddenly drop to 64bpm while my actual rate (verified by other means) may be something like 132. It has become useless for exercise. I have tried every online tip I could find, from wrist positioning, to strap tension, to cleaning the wrist and arm, avoiding sweating, restarts, resets . I think I've done it all. So after accessing a chat help, manned by someone whom apparently does not keep up with model functions and was extremely inattentive to what I was telling her/he/it, (Renee), repeatedly asking me questions I'd already answered, offering totally incorrect procedures (even I knew more about the watch) I asked for a refund. Finally, after convincing her/he/it I' had not tried to stuff a peanut butter sandwich in the CD slot, she gave me a case number and told me to ship it back to a certain address. She would not give me an authorization. Just ship it and trust us. Your policy specifically calls for a return authorization. So what id real deal here? I have no confidence in this individual.

[SunsetRunner]

Hi @vandermuff , flagged your post to the Moderator Team to get more clearance about your gettimng a new Versa 2, Erik

[RicardoFitbit]

Hi @vandermuff, welcome to the Community Forums!

Thanks for taking the time to share your thoughts and personal experience with your Versa 2, I understand your situation and how frustrating this matter can be for you. I'd like to let you know that we are always striving to improve the Fitbit experience with our products and services, therefore, the feedback that's shared here in the Community Forums is always appreciated and really helpful for us to evaluate our procedures and make sure that we are delivering what our users want and need.

Since you already received assistance from our Customer Support team, I suggest you to contact them back if you require further assistance or if you have any additional questions about the outcome of your case. Also, for a better understanding of the information they provided to you, please check our warranty policies here. 

@SunsetRunner Thanks for bringing this to my attention. Don't hesitate to ask me any additional questions you may have.

I'll be around.

[vandermuff]

Great. So my main concern was why didn't I get a return authorization number and you give me a link to a page that, despite the fact I mentioned I'd already read your return procedures, takes me to your return procedures again. I should've labelled this topic ' why can't I get a return authorization?' I think. But anyway between your reply and that chat I am getting dizzy from the circular logic. That's typical of tech support on any product. I am hoping I can use the music feature at least at this point.