Versa Not Working Since Update 2/13/20

[msnyd830]

I updated the software to my Versa and since then it has been experiencing many problems. At first it was overestimating my heart rate (I would wake up and it would read 200 BMP and it would record heavy exercise when I was sitting). Then it started turning off and on, and it shows a 0% battery screen and when I plug it in it says 100% battery. Is anyone else having these issues since the update? I can literally see in the heart rate history the tracker started to malfunction at the same time the update was downloaded. I have tried customer service twice and their solution was to offer me a 25% coupon on a new watch???

[msnyd830]

This is the transcript of the conversation I had with customer service the second time around. 

Additionally, Fitbit was hacked last year and my account information was stolen and my warranty was stolen from me. Fitbit did not address this issue or rectify it. 

Shaira (2/16/2020, 3:03:57 PM): Hi Marissa, My name is Shaira. How can I help you?
Me (2/16/2020, 3:04:46 PM): Hello - I am having trouble with my fitbit versa. I have been having trouble with it since the firmware update 3 days ago
Shaira (2/16/2020, 3:05:36 PM): Hello Marissa, I'll be glad to assist you with your Versa's issue after updating.
Shaira (2/16/2020, 3:05:43 PM): To get started, can you confirm the email address associated to your Fitbit account?
Me (2/16/2020, 3:05:53 PM): sure - email
Shaira (2/16/2020, 3:06:23 PM): Thanks for confirming.
Me (2/16/2020, 3:06:45 PM): I tried calling customer support earlier and they said there was nothing that could be done, which I find odd since it is the update that caused these issues
Shaira (2/16/2020, 3:07:13 PM): I appreciate the details.
Shaira (2/16/2020, 3:07:14 PM): Upon checking, I can see here that your Versa is connected to your account and currently synced today using an Android device.
Shaira (2/16/2020, 3:07:37 PM): Allow me to review your previews interaction.
Me (2/16/2020, 3:07:44 PM): Yes. However, since the update 3 days ago it has gotten progressively worse and now I cannot even turn the fitbit on
Shaira (2/16/2020, 3:08:51 PM): Thank you for letting me know. Please bear with me, I will just review your previews interaction.
Shaira (2/16/2020, 3:10:18 PM): Almost done.
Me (2/16/2020, 3:10:45 PM): OK thank you
Shaira (2/16/2020, 3:10:56 PM): You're welcome.
Shaira (2/16/2020, 3:11:59 PM): Thank you for waiting.
Shaira (2/16/2020, 3:12:44 PM): It shows here that your Versa has a display issue and after exhausting all possible solution the previous representative proceed to check the warranty of your Versa..
Shaira (2/16/2020, 3:13:07 PM): And the Versa falls out of our Fitbit limited warranty.
Me (2/16/2020, 3:13:47 PM): Yes, and the warranty is out of date. However, I do not need a replacement as the fitbit worked until it updated. The issue is with fitbit not me and I do not think I should have to pay for a replacement since it is the fault of fitbit for sending out a glitched update.
Me (2/16/2020, 3:14:24 PM): I've looked online too and I've seen plenty of other customers reporting similar issues to me, which reassures me that it is the update that was bad.
Shaira (2/16/2020, 3:15:15 PM): I understand where your frustration coming from regarding on the resolution we have provided earlier.
Me (2/16/2020, 3:16:35 PM): It was not a resolution, as the problem was not fixed. The solution to a company issuing a faulty update should not be "please buy a new product from us"
Shaira (2/16/2020, 3:17:30 PM): I can imagine where you coming from. However as your Versa is already been determined as a defective device, we have to proceed checking the warranty availability of your device. I also hope that Fitbit has also policy that we must adhere.
Me (2/16/2020, 3:17:57 PM): It is the update though that was defective, not the device?
Me (2/16/2020, 3:18:22 PM): That does not make sense.
Me (2/16/2020, 3:19:00 PM): I don't even want a replacement, I just want an update that will fix the glitches
Shaira (2/16/2020, 3:19:50 PM): I really do apologize for the inconvencience.
Shaira (2/16/2020, 3:20:22 PM): Fitbit also assure you that all of our products go through rigorous testing to ensure that they meet the high-quality standards expected. However, there are some factors that are beyond human control that can cause such damage.
Me (2/16/2020, 3:20:54 PM): But this isn't a product issue it is a software update that can be fixed with a patch or another update.
Shaira (2/16/2020, 3:22:57 PM): I understand your point, Marissa.
Shaira (2/16/2020, 3:25:42 PM): But I'd like you it's possible that the update cause the damage on your device but as the possible troubleshoot have been exhausted and the issue persist. We need to proceed on checking the warranty of your device.
Shaira (2/16/2020, 3:27:19 PM): We want to let you know that our company focuses primarily on customer service satisfaction and it literally impacts us when even one customer, as yourself, is unsatisfied.
Shaira (2/16/2020, 3:27:32 PM): Also, we want you to know that what you feel towards your Versa is very important to us and please know that this is not the experience we want our Fitbit family members to have.
Me (2/16/2020, 3:27:50 PM): Yes, I am very unsatisfied as I did nothing wrong and you are not providing me with a solution.
Me (2/16/2020, 3:28:14 PM): And if your solution is for me to buy another product I will not and I would purchase another brand.
Shaira (2/16/2020, 3:28:15 PM): I really do apologize for the inconvenience, Marissa.
Shaira (2/16/2020, 3:28:56 PM): I understand where you coming from and I also respect your decision.

[Jfogarty123]

Fitbit call me... your updated software is the problem. Myself, and the customer before me, and hundreds of others, do not want to coupon. We want a solution. I believe your company is taking a major risk by not solving this problem. Instead, do you want to throw coupons at people. Please fix update... or send me a new versa. Customer service is telling us all the same thing. Canned talking is not what we want. We want a good company to stand by a good product.

[Gina2018]

Exact same thing is happening to me. I called and they said press the three buttons. One CS rep said for 30 sec. The second said hold for 10 seconds then hold two buttons. Long story short they only offered 25% off when it’s not even two years old. It’s ridiculous considering it’s supposed to be their top of the line watch at $200. 

[Gina2018]

I’m reading this thread and it’s crazy! Wow! I’m having the same problem. It’s crazy as big as fitbit is they consistently can’t keep up with the iOS updates and their own updates cause problems with their own devices. I was a faithful customer but this is crazy. 

[SunsetRunner]

@Gina2018 @Jfogarty123 

See the pinned post regarding this latest firmware update and read all the posts in that thread.  It's the same with users that have the Ionic.

It's shameful how Fitbit is handling these issues that are due to their debacle of firmware updates over and over.   

[jniowens]

My fitbit versa stopped working after a year. I just called today. I received the same response exactly as yours. They must be reading from a script. It was precise.  I also told them the same thing you did about them fixing it due to an update. I also stated I would be purchasing elsewhere since their product doesn't last longer than a year. I'm so very disappointed!