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Versa 2 replacement process

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‎10-20-2020 07:25 - last edited on ‎10-20-2020 12:31 by Fitbit Moderator

‎10-20-2020 07:25 - last edited on ‎10-20-2020 12:31 by Fitbit Moderator

No vibration from notifications to move, phone calls, or texts. on my Versa 2. I was receiving the notifications but no vibrations. I called the Fitbit support number and was told to send it back and they would send me a new one. I have only had it for about 5 or 6 weeks. I sent it back last week, 3 to 4 days for a package to travel across the country, right? No, they said they will not get until next week. That's two weeks from when I sent it. I asked if they could go ahead and send me the new one now because they have proof that I sent it, i.e. tracking number. No, they will not do that. To begin with, my brand new Fitbit stopped functioning as it should due to either software or hardware, it is still under warranty. I should not have to wait for a month for my new Fitbit to arrive if they have proof that it was sent. 

 

Moderator Edit: Clarified subject

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‎10-20-2020 12:34 - edited ‎03-22-2024 08:50

‎10-20-2020 12:34 - edited ‎03-22-2024 08:50

Hi there @djsmith, thanks for stopping by in the Community Forums. We're sorry to hear that your Versa 2's vibration motor stopped working. 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. 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, feel free to contact our team back for a further explanation of the information you were provided or you can check our warranty policies here for a better understanding.

Maria | Community Moderator, Fitbit


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‎10-20-2020 13:07 - edited ‎10-20-2020 13:07

‎10-20-2020 13:07 - edited ‎10-20-2020 13:07

@djsmith , I sent my Fitbit back on 10/05/2020 and as of today I do not have the replacement.  This is the second time I had to get a Versa 2 replacement. 

Also, they could at least pay for Express delivery or as if that is something the customer wants to pay extra charges for. 

After I get the replacement,  this will be my last purchase with them. I pay to much money to be having issues and not able to get a replacement for almost three weeks.

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