Versa: Heart rate and sleep difficulties - Screen scratched

[PeterPilat]

I have had this for about two weeks now and I have had problems with it since day 1. It doesnt track my sleep steps or heart rate accurately, and not even close. It randomly records my sleep, some times going days without any record at all, the screen was badly scratched within hours of me owning it by simply rubbing against a doorway, i dont get notifications all the time even when notifications are on, and a lot of the time the watch doesnt recognize im trying to look at it so the light wont go on even though screen wake is on auto. Basically, the cool factor wore off now after realizing none of the trackers are are remotely accurate except for the time... I spent 180 dollars on this **ahem**. It would be a lot cooler if I had my 180$ back and you guys took this device back. I cant see how you guys can sleep at night charging people ridiculous amount of money for something that doesnt work properly. Your stock has been doing terrible since their IPO and its clear why. This product needs a lot of work and a lot of fixing before you can go out to the market and charge these kind of prices. 

Moderator edit: Subject for clarity 

[Odyssey13]

Hello and welcome to the forums @PeterPilat 

If you purchased this directly from Fitbit, you have a 45 day window in which to return it. Purchased anywhere else, you'd have to see what the return policy is for that retailer. click for the Fitbit return policy

[PeterPilat]

Fitbit doesnt accept returns if its damaged.... 

[RicardoFitbit]

Hello guys! I'm here to help. Welcome aboard @PeterPilat, let me help you out with your Versa difficulties. It's nice to see you again participating @Odyssey13 welcome back.

@PeterPilat Seems odd that you're experiencing difficulties with your Versa, even more since it's 2 weeks old. First, I'd like to gather more information about the sleep situation you're currently experiencing, can you please give more details about the sleep logs that you're currently receiving? Are you receiving Sleep Stages or Auto-Sleep graphs? I recommend you to check our help article: How do I track my sleep with my Fitbit device? for more details about this feature.

In regards heart rate tracking, let me share with you that this may be affected by any number of factors at a given moment. Movement, temperature, humidity, stress level, physical body position, caffeine intake, and medication use are just a few things that can affect your heart rate. Different medical conditions and medications can impact your heart rate. Therefore, please check our help article: How do I track my heart rate with my Fitbit device? and take in consideration the information that is specified there. Also, for more information about our return policy please check: Return Policy and Warranty. just as @Odyssey13 suggested. Take in consideration that the scratches on your device are considered as user damage. 

@Odyssey13 Thanks for helping other users here in our forums, it's always nice to see you around with your willingness to assist.

I'll be here if anything else is needed. Let me know if you have any additional questions.  

[PeterPilat]

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@RicardoFitbit wrote:

Hello guys! I'm here to help. Welcome aboard @PeterPilat, let me help you out with your Versa difficulties. It's nice to see you again participating @Odyssey13 welcome back.

@PeterPilat Seems odd that you're experiencing difficulties with your Versa, even more since it's 2 weeks old. First, I'd like to gather more information about the sleep situation you're currently experiencing, can you please give more details about the sleep logs that you're currently receiving? Are you receiving Sleep Stages or Auto-Sleep graphs? I recommend you to check our help article: How do I track my sleep with my Fitbit device? for more details about this feature.

In regards heart rate tracking, let me share with you that this may be affected by any number of factors at a given moment. Movement, temperature, humidity, stress level, physical body position, caffeine intake, and medication use are just a few things that can affect your heart rate. Different medical conditions and medications can impact your heart rate. Therefore, please check our help article: How do I track my heart rate with my Fitbit device? and take in consideration the information that is specified there. Also, for more information about our return policy please check: Return Policy and Warranty. just as @Odyssey13 suggested. Take in consideration that the scratches on your device are considered as user damage. 

@Odyssey13 Thanks for helping other users here in our forums, it's always nice to see you around with your willingness to assist.

I'll be here if anything else is needed. Let me know if you have any additional questions.  

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The sleep logs are scattered, some days its recorded completely, others only for a few hours or so and sometimes just not at all. It records the sleep stages sometimes and sometimes it doesnt. As to the "FITbit" not recording heart rate lvls accurately, you're saying that it doesnt record due to movement, temperature, humidity, stress level, physical body position? So this fitbit doesnt record accurately during exercise is basically what youre saying here. Then what exactly is the point of the "FITbit" if it doesnt accurately track your heart rate while exercising? Also you'd think a screen that is so vulnerable to damage so easily would be supplied with a cheap flimsy piece of plastic to guard the screen. I didnt even get a chance to put the plastic screen cover that i bought online before it was damaged. Also, youre basically saying that someone with a heart condition that takes medication would experience difficulties with the fitbit? I am trying to understand where youre coming from here. Youve now narrowed down the "fitbit" consumer market as youve stated that it doesnt track accurately at high rate of exercise and doesnt track people that may take medications for heart conditions or such. So basically this "fitbit" only tracks accurately if you dont move around much and dont take medications that may affect this. Why oh why would you call this a fitbit. it should be called LazyBit. 

[Katykin59]

I am on my second Fitbit Versa in 2 weeks and waiting for the next replacement to come into the store next week. I had problems withe the first one syncing. Then I cannot get this one to sync my sleep patterns correctly. I am doing it because my Dr wants to see how I improve after a therapy I am trying. What happens is that it records my sleep when I fall asleep on my right side reading or watching TV but when I get up to remove pillows and resettle on my left side for the next 4-5 hours of good sleep ther is no recording until I roll over onto my back or get up to the bathroom and then am lying on my back for last few hours of sleep. Sometimes I can edit the sleep record and get them to join up but it just shows the same basic pattern I was getting from the Charge HR. And the reason I bought the Versa was because if the detail of the analysis of the sleep cycle. I am getting sick of doing factory resets and having to go through the whole process of resting a new Versa and then it not working properly. What is going on???

[RicardoFitbit]

Hello again! Thanks for your reply and update @PeterPilat. Welcome aboard @Katykin59, I'm glad to continue providing assistance today. My apologies for the delayed response.

@PeterPilat I appreciate all the details that were provided in your reply. Please take in consideration the previous help article that was provided and let me know if you continue having difficulties with sleep recording. As per previously mentioned, heart rate tracking can be affected by some factors, this doesn't mean that your device will not record any heart rate data, however, keeping in mind such factors can improve the accuracy of your device. I recommend you to check: How do I improve the accuracy of my heart-rate reading? too. Please keep me posted, thanks for your feedback too.

@Katykin59 Seems odd that your previous device were tracking sleep accurately only when you were sleeping from one side. I recommend you to check our help article: How do I track my sleep with my Fitbit device? and let me know if you continue experiencing difficulties with your replacement device once you receive it.   

I'll be around, keep me posted.