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Versa 2 stopped tracking my heart rate

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‎04-09-2021 13:26 - last edited on ‎04-10-2021 10:25 by Fitbit Moderator

‎04-09-2021 13:26 - last edited on ‎04-10-2021 10:25 by Fitbit Moderator

I've seen all the recent posts about Versa 2 not tracking Heart rate, therefore sleep and exercise tracking are affected. This apparently was an issue more than 6 months ago. Now Fitbit is saying it's not fixable and if you're over the 365 day warranty ( as most of us are), they're offering a paltry discount on a new product. INEXCUSABLE! Google owns you and has more money than God! Fix the issue or replace our Versa 2's!!! I'm researching comparable products due to Fitbit's lack of concern/support for their customers

 

 

Moderator Edit: Clarified subject

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‎04-10-2021 10:24 - edited ‎04-26-2024 08:36

‎04-10-2021 10:24 - edited ‎04-26-2024 08:36

Hi there, @Smcb65. 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.

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 the outcome of your case, please get in touch with our team again or you can check our warranty policies (fitbit.com/legal/returns-and-warranty) for a better understanding of the information that was provided to you. 

Maria | Community Moderator, Fitbit


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‎04-11-2021 14:56

In response to MarreFitbit

‎04-11-2021 14:56

The heart rate problem was caused by an updated pushed by Fitbit. In my case heart rate was working "ok" before last update, after update heart rate monitoring is not accurate, rarely goes over 100. I have a OMRON blood pressure monitor and took my pressure/heart rate at the same time as I was monitoring with versa 2. The OMROM registered 140, fitbit was in the 90s. I am going to shop for another device, another company unless you want to fix your mistake.

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