I bought Fitbit Versa 2 from Fitbit website in Dec 2019.
It is a costly product. So you understand that people who would buy it are affluent and serious about the product features.
As per Fitbit website, Versa 2 is a water resistant (to 50m) device that can be worn in swimming pools to track the activity.
Post the lockdowns due to Covid-19 in Michigan, today was the first day that my swimming pool opened.
I went swimming today wearing the Versa 2 because Fitbit claims it to be water resistant.
As soon as I returned, the device stopped working and is not charging anymore.
Upon closer inspection, I could see water condensation at the back of the device.
When I contacted the customer service I was told that the device is out of warranty period.
I was offered a 35% discount on my next purchase as a “good gesture”.
I DO NOT agree with the solution provided.
If the device is supposed to be water resistant to 50 meters it should not stop working the moment it enters a swimming pool.
As a customer, I feel cheated by the company which lies to its customers to sell faulty products.
The same thing happened to me in 2019 when my Charge 3 stopped working after entering the swimming pool.
Back then also, I was given a discount on my next purchase which is when I got the Versa 2.
I thought it was a one-time exceptional event and agreed with the solution.
But now, it is apparent that it is Fitbit’s policy to make money by selling faulty products and then asking customers to pay for a new one every time.
I spent over 6 hours today under mental stress due to a faulty device and talking to the customer service.
The customer service agents were very inefficient and refused to help me. When asked to escalate my case, they refused saying that they could not do anything other than the discount. This was the worst customer service experience I have had ever.
I am a tech savvy person and understand how electronic products work.
Take Apple for example.
When Apple claims its products are water resistant and THEY ARE WATER RESISTANT. I had accidentally dropped my iPhone in a bucket full of water over 2 years back and it is still working smoothly.
The customer service at Apple is also far more helpful and courteous. My father’s iPhone 7 had a malfunction a few months after its stated warranty had ended. They still provided a replacement at no extra cost.
I do not want to be harassed anymore.
Please be a little customer centric company and provide me a replacement device.
Moderator Edit: Clarified subject and personal info removed
