Versa 3 is counting too many floors

[Spudman100]

My wife and I have 2 Versa 3's which started counting too many floors a few weeks back. We have tried restarting, factory resetting, updating software etc. For example, mine is showing 15 floors this morning and I have just woken up also my wife never left the house yesterday (a single storey house) and managed to get 55 floors!!!!

This is our 3rd Fitbit to buy and never, ever had the same problem with our older ones - as these devices are less than 12 months old and purchased directly from Fitbit, Australia can I get a refund??

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there @Spudman100. Thanks for sharing the details about the inconvenience you and your wife have been having with your Versa 3 smartwatches. We‘re taking into consideration your comments and sentiments with regards to our products and services.

Your Fitbit devices may give you credit for extra floors for a variety of reasons. Devices may track floors while doing everyday tasks such as opening doors, driving, or riding elevators or escalators, or from abrupt weather and atmospheric pressure changes. Exposure to excess moisture can also result in extra floors. For more information, see: Why does my Fitbit device count extra floors? You can also find more information about tracking activity in this help article: How does my Fitbit device calculate my daily activity?

If you want to remove floors from your account, please follow these steps.

Regarding your inquiry about getting a refund, note when a tracker suffers damage while under warranty, you can contact Customer Support. Discounts and replacements depend on tracker model and other factors. 

Hope that helps. 

[billymartin]

My Versa 3 will count about 200 floors for every 10,000 steps when I only climb maybe 15 flights of stairs and that was right out of the box.  Sounds like I just need to ignore it.  

[SJS64]

Worst reply I have ever seen. I have same issue with Versa 3. Floor count so far today is 110. Im in a single storey building!

[Framzan]

I reached out to the earlier and this was the response I got from one of the higher tier support reps.

"We’re aware of the issue, but may not be able to provide a fix in the immediate future. Currently, we don't have a specific time frame of when will the issue be resolved but we're continuously working on this in the background.

We do apologize for the issue and we appreciate your patience and look forward to getting you back on track.

If you have additional questions about your Fitbit device or services, visit help.fitbit.com."

[MarreFitbit]

Hi @billymartin @SJS64 @Framzan. We understand where your concern is coming from. We‘re taking into consideration your comments and sentiments with regards to our products and services.

As our Support Team has mentioned in your @Framzan support ticket, we’re aware of the issue, but may not be able to provide a fix in the immediate future. However, we recommend to keep your Fitbit device and Fitbit app up-to-date. 

Your patience and understanding is truly appreciated.

[SJS64]

Hi  @MarreFitbit. As per your reply, Fitbit are aware of this issue and are unable to resolve in the immediate future. There are a significant number of com[plaint on forum for this issue. My device is less than 3 months old, and this issue is present since purchase. Can you please advise process for a full refund, as the device does not perform as advertised or sold. 

[MarreFitbit]

@SJS64 I understand where you're coming from. 

However, regarding the refund inquiry, see What's Fitbit's return and warranty policy?

[Framzan]

How do I go about getting a return authorization?

[MarreFitbit]

@Framzan Since you've already gotten in touch with our Support Team, I'll recommend reaching out to them again so they can assist you with any inquiry you may have.

[SJS64]

Hi @MarreFitbit . Thank you for your reply. Unfortunately, to say it is disappointing would be an understatement. This is a fault with Versa 3 which you have admitted Fitbit are aware of and are unable to rectify! Please explain the logic behind me replacing my unit with another unit which will have the same issue?  Refund or upgrade to another device which actually performs as sold is the only option to retain this customer ( along with family and many friends)

[Spudman100]

Just an update on my original post at the beginning of this thread. 
I contacted Fitbit support for a refund and was basically told they have a strict 45 day refund policy!! So after a further email in which I threatened to report my problem to Consumer Affairs here in Australia they quickly came to the party and emailed a couple of postage paid labels to return both watches and upon receipt of them they refunded the total cost to my credit card 🙂

There is no doubt these watches have a major fault with them - I was even getting floors pulling up my pants when getting dressed - what a joke 😂😂

We now have a couple of new iWatches and are happy campers again.

[billymartin]

My wife got mine for my birthday in November 2020 on Amazon and the return window closed there so I guess I’m outta luck on a refund.  I am

looking  to making the switch to the Apple Watch as well.  

[Spudman100]

I purchased ours in October 2020 and as far as I’m concerned they are warranted for 12 months by law here in Oz. Hence the reason I threatened to contact Consumer Affairs and they then offered a refund.

[wsrogue]

My wife and I got our versa 3s last fall and were happy with their performance. About 3 months ago our versa 3s started adding floors to the tune of 20 to 30 extra floors a day. About 2 weeks ago, my wife's versa 3 went back to recording floors accurately. Mine is still adding 30+ floors a day. I was hoping there had been some update that fixed the problem. Apparently not. We had previously used the Charge 2 and then the Versa 2 with no problems. Very frustrating!   John & Debbi