Versa 2 screen came off and experience with support

[Devina05]

First of all, my versa 2 heart rate didn't work. Then it started very long for charging. So, I talk to an agent with live support.  Followed all of her instructions. Then when she asked to reboot the device, it just suddenly off.  The Fitbit logo just appeared for only 2 second, then off.  Never turned on again. After the chat, I received email from the support team, dated Oct 14.  It was saying that they will provide with replacement for defective device.

As I was in Indonesia at that time, I replied the email immediately to request if I can send the defective device when I'm in US instead, which was after Nov 16th. I didn't rely on the shipment from Indonesia to US.  However, I had no respond for my email. So, I live chat again with an agent to ask that possibility, that agent told me to reach Fitbit support again when I'm in US with the same case number I got with the email.  And I did that immediately upon my arrival in US on Nov 16th.  Explain about my case number, however, I still have to explain again from the beginning, and after that chat .....  I received email that I can't get the replacement. As I can't accept the condition, I was back to live chat and talk to different agent, with explaining my first case number, and again I have to explained from the beginning, and again received another email that I can't get replacement.  I replied that email immediately, asked why Fitbit said before I can get the replacement for my defective device, but now they keep saying that I can't get replacement. And... still no answer. 

Moderator edit: updated subject for clarity and removed personal information. 

[AndreaFitbit]

Thanks for getting back to us and for sharing your experience with your Versa 2 and Support @Devina05. 

I updated your case and please when our team sends you a reply, refer to the case where you were offered a replacement. 

[Devina05]

Ok. Thank you. I will wait for the email from your team.

Cheers,
Devina

[AndreaFitbit]

Thanks for  getting  back to us @Devina05. 

Our team should  contact you back.

[Devina05]

Hi Andrea,

Just to let you know, I haven't received any email from your team until now. 

Thank you.  Have a good weekend.

[AndreaFitbit]

Thanks for getting back to us and for let me know that you haven't received any email @Devina05.

I checked and updated your case, I can ask about it status next week.

Keep on visiting the forums. 

[Devina05]

Finally, I received the replacement ..... after 5 months.  I have bought Samsung Galaxy Watch 4 though.

Thank you Fitbit😊

[AndreaFitbit]

Thanks for getting back  to us and for letting us know that you received your replacement @Devina05.

I'd like to invite you to visit our Discussions board where you can share your experiences, meet people and create new topics.

Have a wonderful week.