Versa 2 not working - Feedback about Customer Support

[Xander9x7]

I see I have the same problem several have had.  I got my Versa 2 yesterday.  I went through all the prompts, updates, syncs and etc.  It appeared to work ok.  I wore it to bed and this morning I tried to check the stats today (upswipe) to see how I slept and etc.  Nada.  Heart rate, steps and daily activity were all that was showing.  I hit the settings button where it is supposed to allow you to choose up to 7 items.  Nope, all it said was select stats to easily track with fitbit today.  Three options (same as listed above) with all boxes checked.  So, after spending an hour on chat with a customer service agent named Jen (thanks for zero help Jen!!), here are all the steps that I have done...which by the way, Jen did not help me come up with.

1.  I tried to unclick some of the 3 options it provided, and then backed out with the home button.  All that did was remove the items I unclicked...it did not prompt me or give me the option for adding items.

2.  I checked for a firmware update.  Last update needed was 4/7/2020.  Since I turned the watch on 6/18/2020 and it updated the firmware then, it did not need to be done, nor could I have done it as it was greyed out.

3.  Turned the watch off and on.  No change.

4.  Went into the app and found the items that were "selected" under today: items showing as selected included heart rate (shows on watch), daily activity (1-9 active hours...shows on watch), steps (shows on watch), sleep (not on watch), food (not on watch), water (not on watch) and calories (not on watch).

Old Jen on customer service suggested I change the standard, factory provided clock face because that "may case an integral issue".  Seriously?  The screen it comes with causes an issue???!!!?!  For kicks, I changed it...didn't help.

5.  Reinstalled the app on my phone.  No change.

6.  Factory reset and then re-sync...twice....no change.

7.  2 hours on Youtube watching open boxing of the Versa 2 that ALL showed a selecting of up to 7 items on the upswipe when you clicked setting.

8.  Sending this back!

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @Xander9x7, welcome to the Community Forums! 

Thanks for taking the time to share your thoughts and personal experience with your Fitbit device, 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. 

Let me know if you have any additional questions, I'll be around.