Versa 2 screen went white

[85Andrew]

Just wanted to ask if anyone knows how to fix this software issue because fitbit live chat state that because i have used a screen protector i have voided my warranty and they cant help, so i am left with a 6 month old £180 Versa 2 that is in immaculate condition (because I have used a screen protector) but basically dead.

tried all the tips such as holding the button and waiting for it to vibrate - which it does - i get no fitbit logo - just a bright white screen.  tried recharging it the watch no longer syncs with my app either - so i am stuck.

Jason on the live chat offered no advise on how to fix this apart from what i had done - only shut down every question with i have voided my warranty and basically told me to get lost.

Is this right - in terms of the warranty - when the screen protector has not caused this damage, there is no damage to the screen - it is a software / firmware issue (running latest firmware 35.70.0.8.0 updated a few days ago)

apparently a screen protector is a 'modified'  or 'altered' product - even though it is not part of the product - could you imagine mobile phone manufacturers using this as a get out for a software issue ?  no me neither.

Moderator Edit: Clarified subject

[MarreFitbit]

Hello there @85Andrew, welcome to the Community Forums. I am sorry to hear that you are going through this situation with your Versa 2's screen. Thanks for taking the time to troubleshoot it. I appreciate your feedback for the Fitbit products and our Customer Service.

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. If your Versa 2 is no longer under warranty, you can see why at: Exclusions and Limitations.

While customer satisfaction remains our number one goal, the demands of running a global business require that we enforce our warranty consistently.   

Let me know if you have any questions present. 

[Dgirlie]

This just happened to my Versa Lite. How did you fix it?

[oopsie-daizie]

Would you be willing to email me the steps you took to fix the problem? I have not been able to find a solution.  I have only had the watch a short time when it started doing this.  The first time it reset, but now it won't

Moderator Edit: Personal info removed

[Dgirlie]

I tried a factory reset multiple times, which did not work. I chatted online with a tech, who verified that I had tried everything. Since it was within one year of my purchase date, I was sent a brand new replacement. I hope this is true for you!