Versa 2 stopped functioning properly, customer support gives run around

[Randy02]

A couple Sundays ago I took a long bike ride and my Versa 2 was great for tracking my ride. Five days later, I noticed that I could no longer access any screens on my device other than the home screen, or home face. I even noticed that I could not ignore or answer calls when they came through.

I tried all the usual steps and Fitbit support made an attempt by giving me a reset the device completely. However, nothing worked.

A few days went by and I decided to reach back out to get an answer on what to do next and was that a nightmare. First, the live chat feature wasn't available and I was told to email in my question. No biggie one would think, I mean the company told me to email them with the evidence below.

 So I email in my question and attach my last chat with them with the goal of speeding up my question and getting us back to where we left off. However, the company sends an auto response that it no longer responds to email, as the image shows below.

 So does the right hand at Fitbit know what the left hand at Fitbit is doing? 

Today, I still do not know what is wrong with my device and the best solution is Fitbit will review but hasn't told me anything on whether or not I will find out what they uncover. I'm encouraged to purchase another device, of course, a Fitbit product that is. I don't know what confidence I am suppose to have in this company or its support team at this rate which makes me question why I should make another investment in this manufacturer. 

Maybe someone can help explain. Thank you in advance.

[Guy_]

Hi @Randy02 - it is unclear if you succeeded with factory reset and setting it up again.

If you did succeed to set it up again and it didn't fix the problem with the standard factory reset clock face then the watch has a fault.

Try chat with support again via the Fitbit App, click profile photo, Help & Support, Contact Customer Support.

If you get offered a discount, it will only be available on the latest more expensive watches which don't have all the features you have on the Versa 2 already so proceed wisely.

[Randy02]

I'm not exactly sure what "factory reset" means. I think there are two options:

1. The hold the left button on the device until the Fitbit logo appears, and then quickly release the button and press and hold it again. This will deactivate the device from your mobile phone and allow the user to pair it to the phone again. **** This I did do and it did not fit the issue.

2. The other factory reset option I am aware of is going to the settings on the device and resetting the device to the factory settings *** this was not performed because I can not reach the screen, I'm stuck on the main face, which is a Fitbit-created face.

I'm definitely proceeding wisely as no explanation and a lack of communicating with the customer.

[Carlebq]

A mi me pasa algo similar no puedo volver a sincronizar mi Versa 2 y todo fue reciente, no sé empareja mi móvil o app con el reloj desde este domingo 13 de agosto. No creo que sea casualidad.

[spayne322]

This sounds like the issue many others of us are having - mine was in a reboot loop, but when the face was working, it did not respond to touch at all. It appears that FitBit pushed an app update that interfered with how Versa 2s work, and then tried to push a firmware update to address the problem, but for those of us already with a reboot loop issue, the firmware update can't be successfully installed.

FitBit Customer Support has been extremely unresponsive (I waited FOUR WEEKS) for a response to emails I sent (which I was ASKED TO SEND) providing details of exactly what my device was doing, and when they did finally respond, it was to tell me my device was out of warranty and so they can't help. I'm incredibly disappointed in this company.

[MarkMM]

@spayne322 How do you propose a phone app update causes a reboot loop on a watch? Also, what's this about a firmware update? I haven't got an update prompt, or seen anything about a Versa 2 firmware update anywhere else but in your posts. 

[cajunsteph]

This sounds like what has caused my issue where heart rate is no longer working.

it’s in this time frame.

have rebooted, reinstalled, everything & nothing has fixed it.

customer support walked me through and offered a discount.

if this can’t be fixed, I’m not investing in another Fitbit. It’s my third Fitbit and I can’t keep continuing to purchase a new one after a year!