Versa 2 inaccurate heart rate and GPS data

[BrianLabelle]

My wife’s Versa 2 is clearly faulty and the customer service representatives are useless.

It does not show her the correct heart rate while tracking certain activities, example; she will be on a stairmaster pulse very rapid (clear medical indication of a high heart rate), and yet the Versa will say that her heart rate is only 70bpm (close to the average resting heart rate for a person). Clearly a problem.

It’s GPS tracking through the phone is also incorrect. It will usually be missing anywhere from 1 to 3kms or even more from the actual distance. Customer service representatives claim that nothing is wrong; a clear indicator that they have no idea at all about what they are talking about.

I would like someone from Fitbit (above the supervisors at customer service, because they have no idea what they are talking about) to contact me to try  to resolve and fix this horrible issue.

If no one will help when we are still within the 1 year manufacturing warranty, that will be a clear indicator of how horrible a company Fitbit is and I will bring it to the attention of all news outlets.

Moderator Edit: Clarified subject and personal info removed

[Odyssey13]

Hi @BrianLabelle  I've notified a Fitbit moderator to stop by to address this with you. Meanwhile, please return and remove your personal email address as this is a public forum and anyone can see it. Customer support is the best option for you as these are the community forums where we share our experiences or ask questions. 

[BrianLabelle]

Customer support has been utterly useless because of their uneducated stupidity. So I am trying to draw attention to maybe get some help from this company or find out if it is true that they don’t care about their customers.

[LizzyFitbit]

Hi @BrianLabelle. Welcome to the Community Forums. @Odyssey13, thanks for the heads up!

@BrianLabelle, thanks for sharing detailed information about your wife's Versa 2 behavior, as well for getting in touch with the Support team. I understand where you're coming from about not getting accurate data from her watch and apologize for the experience that you've had. Our team strives to enhance the experience of our members, and every feedback posted in the forums never goes unnoticed as it helps us to work on our products and services.

In regards to the Versa 2, while I don't have access to your case, I've got in touch with our team and forwarded your details so they can further investigate and follow up with you via email.

I'll be around if you have another question.

[charlottehny62]

Hi LizzyFitbit,

My Fitbit (Versa 2) is acting the same way as Brian’s. I run and my GPS has been working fine until two weeks ago after I updated the app. I run my regular track which is around 6.5km but in the last two weeks the GPS has been acting up. It either disconnects continuously from my phone; or doesn’t fully record my running route. The most recent incident didn’t track anything at all, as if I ran 6km on the spot. Not sure if it’s because of the app update but if it is please address and fix the problem. I also have a similar problem with the heart rate tracking. 

I look forward to your reply. Thanks!

[CindiLi]

Having the exact same problem with HR not reflecting my pulse.  The first one did this so I returned it thinking it was faulty, the second one is doing it also after the update.  On the elliptical the other day I took my actual pulse 4 or 5 times because it kept showing my HR at 90 instead of 126 which is where it was really at.  I don't know if its a hardware or firmware issue but I will be returning it and going with a different brand.  Very disappointing as I loved much about this watch but obviously thats a deal breaker.