Versa 2 out of warranty and Customer Support Experience

[japansuki]

Just a few months out of warranty, and Fitbit refuses to replace my Versa even though they admit the device is defective.  Singapore has the 'S14 Sale of Goods Act - Satisfactory Quality' - where I purchased it (and live). Together the help desk person and I went through all the troubleshooting to try and resolve:

1. Heart rates averaging 175 (Peak) for a slow jog

2. Heart rate averaging 155 (Cardio) 5 minutes into a walk

3. Have to turn off and on device to sync

Even asked what is the life expectancy of a Fitbit Versa and person couldn't answer.

Very unsatisfactory.........

Has this happened to you?

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @japansuki. We acknowledge the limitation we have on our part particularly on what you have experienced. We‘re taking into consideration your comments and sentiments with regards to our products and services.

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.

Additionally, our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy is set into providing as much coverage as we can.

I understand that the outcome of your case with our Support Team is not fulfilling your expectations, but keep in mind that every case is completely different from the other's, thanks for taking the time to share your experiences and feedback. If you have any questions about the resolution of your case, please wait until they get back to you after your last response so you can know the details of it or you can also check our warranty policies in Singapore here for a better understanding.

[japansuki]

Hi Marre,

I am tired of being told to 'Check our Warranty Policy here' - I am well aware of your warranty policy as at every interaction I am told to 'check it out!'. You state that your 'main purpose is to avoid negative experiences to our customers' - well fix the situation of a faulty product, and then perhaps these negative sentiments will subside. This is a forum to share experiences, and I am sharing mine. I am concurrently requesting Fitbit either fixes the issue or replaces the device as, as even you mentioned, " our products are indeed designed and made to last (this goes for each product component)" - well, not this one. And this is not the first time I have lodged an issue with this device. You have access to this community back-end I'm sure. Search my Username, date of post, and you will see it has been going back to early 2020 (well within the warranty of this device).

[tpoyer]

Seems like all us faithful Fitbit users got royally screwed when we upgraded to the Versa 2! I am beyond angry with how CS handled my situation....I was 45-55 days outside my warranty, had multiple previous issues that were resolved through troubleshooting in just that 14mo time span, I have been a loyal Fitbit user for years with this being my 3rd device! And all the thanks I got was a discount code off another device. 😡😡why would I want to buy another product from Fitbit only for it to break again in a year?!?  I am so very disappointed. I wasn’t even given an option to send in my device in order to determine what was wrong, the heart rate monitor just stopped reading all data......the only reason I can fathom Fitbit not wanting to determine the cause of my device breakdown is that THEY KNOW THESE VERSA 2’s ARE FAULTY YET THEY DONT CARE ABOUT DOING THE RIGHT THING BY THEIR CUSTOMERS.  Shame, shame, shame.