Versa 2 stopped tracking my heart rate and sleep data since the update

[CliveUB]

After updating the recent Fitbit App Firmware my Fitbit versa 2 has stopped tracking heart rate or sleep. I've gone through the numerous resets in the community pages and also called into the Fitbit support team who went through a couple sequences including a factory resets. Unfortunately these also failed and the heart rate Icon is still greyed out and didn't work. Despite my Versa 2 only being just over 3 months out of date, the only assistance the support team could offer was a nominal discount from another Fitbit product.

I've been a Fitbit user since 2016 owning multiple fitbit devices and am disappointed by this. How can I make a  formal complaint to the company? 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @CliveUB. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention. I'm sorry to hear that your Versa 2 stopped tracking your sleep and heart rate date. We‘re taking your comments and sentiments in regards to our products and services into consideration.

Thanks for your question about why we offered a discount towards a new Fitbit product instead of a replacement of your existing Fitbit product. Our limited warranty provides repair or replacement of products that have a defect while still in the warranty period. Your device is out of the warranty period, and therefore is not eligible for repair or replacement, but we want to offer you a discount to thank you for your loyalty to Fitbit. For more information about our warranty, see fitbit.com/legal/returns-and-warranty.

Note that 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. 

Even though I truly appreciate you took the time to come here and express your feelings towards your experience with your Versa 2 and also want to find a resolution to your issue, my best advice is to keep the conversation with our Support Team. Note for this kind of inquiries/cases/process, there's not so much we here in the forums can do for you as this is something that our team handles based on our policies.

Thanks in advance! 

[CliveUB]

Hi @MarreFitbit 

Thanks for coming back me, although putting the issue of the Versa 2 failing 3 months out of warranty aside for the moment I think you've missed the concern that this component failure happened when the firmware was updated. Just doing a quick Google search I've found multiple customers with exactly the same failure happening to their Fitbit.

Thanks for the advice re reach back to the support team, however when I voiced that I wished to raise a formal complaint they steered me in the direction of doing so via the community page. Is the link you've given me to the support team the best option?

Many thanks

[CliveUB]

@MarreFitbit  Just a follow up to this thread. I've engaged the support team twice since you advised this and I'm no further forward in the below being addressed. This doesn't appear to be the best route. 

Concern that this component failure happened when the firmware was updated. Just doing a quick Google search I've found multiple customers with exactly the same failure happening to their Fitbit.

There is no-where to raise a complaint with Fitbit, and as such the company will not get an idea of their customer's mood or be aware of the customer issues.

As such the only way I can do this is to vote with my feet and won't be taking services from Fitbit/ Google again, which is a shame as I've been a customer of your since 2016.