Versa Died- tried to reset, charge, still nothing

[SunsetRunner]

HI everyone!  My Fitbit versa died last night.  While I was sitting on the couch I noticed a blank dim lit screen.  It was at medium charge at the time.  I was able to turn the device off but now it won't turn back on.  I tried charging it overnight and still nothing.  I have only had the watch 6 months before this happened.  I am thinking I need to just contact customer support but wanted some other ideas. . .  ..

[aelgin7779]

Well, 3.5 days later I was offered a 25% discount to buy a new Versa ... UNACCEPTABLE! I would understand if this were a cheap device but it's not! Maybe the price point for this product should be reevaluated if they're not going to hold up and be dependable devices. It absolutely breaks my heart that I will not have my Versa anymore and now have to save up money again to purchase another device ... maybe Garmin will stand behind their products a little better?? @LiliyaFitbit 

[Clairern]

I had one replaced and the new one died also. All I do with it is wear it
during the day. I don't wear it around water or change anything but the
watch face. Might be my luck. I love the watch but I have had issues with
every one I've owned.

[aelgin7779]

@ClairernI agree completely! I loved mine but if they don't last any longer than that it may be time to look at investing in another device that will hold up. I hate that you have had issues too

[GazzaC]

So sad this has happened to my Versa too this week. 

It was bought from Amazon in February and was never left to run down to less than 30% battery and it just switched of in the gym and wont turn back on. It was maybe 45% charged at the time it died..

There are signs of life if you plug it back on the charger base when it shows 0% but it does not charge. On a couple of occasions it started up (maybe after 50 times plug in and out) and said 100% charge. I was able to do a factory reset and firmware update overnight via bluetooth from the screen menu but it makes no difference.  Still back to 0% and completely dead as soon as you take it off the charger. Waste of a day....

Tried everything including a friends charger but no good.  Battery is dead, deceased, an ex-battery.

I raised a support case via email but no response from Customer Support in almost 2 days which is not great service but if so many devices are dying then I bet they are mega busy!!!!!

Very frustrating so I guess I will have to phone up to get a replacement sent.

Moderator edit: personal info removed

[MDLynch]

I had the same issue as everyone else here, last week Monday, and used their support chat. I was told the best they could do was 25% off because it was out of warranty (purchased the day it came out). Reluctantly agreed to that.

Saw this thread today and contacted customer support about it again. Politely asked to speak to a supervisor, pointed out this thread, and kindly-but-firmly pointed out that other people experiencing the same issue made it seem pretty likely it was not my fault my device stopped working, and asking me to pay anything to replace a $230 (special edition) device after just one year was not acceptable.

They looked over my fitbit history (several devices over a few years, only one band replacement) and told me that, actually, they could offer me a one-time complimentary replacement.

For anyone else struggling with this issue, I would recommend taking a similar approach. Call, be respectful, ask to speak to a supervisor, and just lay out your case. There are ways to help us out.

[aelgin7779]

I did that and was told ...

"Hi Amy,

We appreciate your response and we apologize for the experience you had throughout your stay with Fitbit.

We're sorry to hear that your experience hasn't been ideal. Our team is always looking to improve the Fitbit products and services.

We hope for your understanding. Let us know if you have other questions."

They just don't care about their customers, plain and simple!! This is my 4th Fitbit device and this is how I'm being treated. 

[LiliyaFitbit]

It's nice to see you around @aelgin7779 @Clairern @MDLynch. Welcome to the Fitbit Community @GazzaC . I am sorry for the delayed response. 

@aelgin7779 @Clairern thank you for sharing your feedback and experience. I totally understand how you are feeling as you love the device and would like to continue working on your goals. Even though our Customer Support is eager to help with any problems you may experience with the product, they do need to adhere to the official warranty policy. I appreciate your understanding. 

@GazzaC thank you for joining the conversation and sharing the details of the issue you've experienced with your device and the steps you tried to resolve it. I really appreciate your efforts.  Thank you for taking the time to get in touch with our Support Team. I could see that our Support team contacted you and helped you resolve the issue.

@MDLynch I appreciate your participation in the Forums and sharing your experience and advice. I am glad to hear you're getting a replacement device. 

I'll be around if you need further assistance. 

[ChickFarm]

How do you call them?  They no longer seem to have a phone option for support.  My Versa won't hold a charge for more than 12 hours.

[aelgin7779]

@LiliyaFitbit  Thank you for your help! You were the only respectful person I’ve dealt with so far in this nightmare. Unfortunately I will not be throwing more money away and purchasing anything because I had to pay on that one for 6 months so don’t have that kind of money laying around to flush down the toilet right now. I will take my dedication and willingness to overlook device issues over and over again (this was my 4th defective Fitbit in as many years ... I started with a charge) to another company once I am able. 

[GazzaC]

@ChickFarm I am in the UK so there is a freephone number that came up when I googled 'How do I contact fitbit by phone UK?'

Having sent an email first with all the details of what I had tried complete with photos and a copy of the purchase receipt really helped. Then Fitbit CS can lookup the case ref from the email and confirms that you tried everything possible which then saves the CS guys time in getting a returns authorisation. I was offered 50% off a new purchase or a free replacement.

My warranty replacement should arrive today so happy so far.

[Clairern]

Thanks for your response. This happened to me before and it was replaced,
only to have it happen again. Now all they are doing is offering me a 15%
discount off a new product. I would prefer to spend my money elsewhere if
the product does not last beyond the warranty period. I love their devices
but this has happened to me with all of them. I only wear it as a watch
and do nothing with it.

[LiliyaFitbit]

Thank you for your replies @aelgin7779 @Clairern @GazzaC. Welcome to the Fitbit Community @ChickFarm. 

@ChickFarm I appreciate your efforts to contact Customer Support in order to resolve the issue with your Fitibt Versa not holding a charge. You can use this link to see the options to contact the Support team. Upon checking with our Support team, I was told that you have already a case with them. I know they will be glad to help you out and provide you a solution, just keep an eye on your inbox for further assistance.

@GazzaC I'm glad to hear that you had a great experience with Customer Support and now you'll receive a replacement. Thank you for the helpful tips!  

@aelgin7779 @Clairern thank you so much for your feedback. I understand how frustrating this is for you as you have been a Fitbit customer for a long time and would like to continue enjoying the Fitbit experience. Once again I apologize for any disappointment. I respect your decision and wish you the best of luck with your health and wellness goals.

If you have any questions, feel free to let me know.

[aelgin7779]

@Clairern They offered me 50% off ... I’ll give it to you if that’s allowed because I refuse to throw more money at Fitbit 

[LiliyaFitbit]

Hi @aelgin7779, it's nice to see you around. I am sorry for the late response. 

I appreciate your participation in the forums and efforts to help other users. In case you change your mind and would like to take advantage of the discount, you can take a look at our latest models at http://www.fitbit.com/compare to see which device meets your needs best. 

I'll be around if you need further assistance. 

[mweb3]

I called customer service and they refused to send a replacement. Told me I can buy another for 1/2 price. Very disappointed.

[aelgin7779]

@mweb3 same here! I refuse to throw money away on a device that isn't backed by it's company and said company doesn't care any more about their customers than what they have shown me the past week though ... especially when you've purchased 4 previous devices and has issues with those too. It's really a shame because it appears they're pushing a lot of other customers in that direction too. Mine went in my junk drawer where it belongs because it's absolutely useless now 

[LiliyaFitbit]

Welcome to the Fitbit Community @mweb3. It's nice to see you around @aelgin7779. I am sorry for the delayed response. 

@mweb3 I appreciate your participation in the Forums and sharing your experience. Customer Support is eager to help with any problems you may experience with the product, however they do need to adhere to the official warranty policy. I apologize for any disappointment, we're constantly working on improving our devices and user experiences. 

@aelgin7779 I understand how frustrating this is for you as you have been a Fitbit customer for a long time. I appreciate your feedback and time you took to let us know your frustration since this helps us to keep improving.

Feel free to reach out if you have any other questions.

[Knecht11]

The one I bought my son is doing the same thing!!! Has anyone gotten theirs to turn back on??

[KKennedy76]

Same thing here, only bought it in February. This keeping me , my 4th Fitbit. What is the recourse here ? Can I get it replaced ?

[Stanlea]

Mine was 7 months old. I recived my replacement today and I have the same problem with the new one. I won't be buying another one.