Versa Screen Died - Not happy with replacement time

[SunsetRunner]

I pre-ordered my Fitbit Versa from Fitbit.com thinking I did the best thing to get great support. I did this because I'm aware of occasional issues with Fitbit devices, but I was convinced this would help me assistance should I ever need it. My Fitibt was displaying some bizarre activity a couple days ago (skyrocketing HR, which I verified by two alternate sources were wholly inaccurate.) I spoke with a rep who advised me to run the system update. I did all of that. Upon restart, my Fitbit screen was shaking as I tried to scroll through menu items. It seemed to be fine after a bit, but the next day, the screen just wouldn't respond at all. I tried multiple restarts/attempted to reset the device, and actually spent another hour with support (I was on mobile, trying to get my video to compress to their low standards), and finally once I got approval for a replacement, I was quoted 5-7 BUSINESS DAYS just to send it, 5-7 BUSINESS DAYS to have it reviewed, and another 5-7 business days to have it sent back. The rep was kind but unable to really do much except to possibly expedite the shipping timeframe to 2-3 days, saving me a few days at absolute best. This is abysmal service. My new $240+tax device should not be out of commission for about a month. Is anyone else dealing with this? I've been buying Fitbits for many years and this experience leaves a very sour taste in my mouth. I remember the days when Fitbit support was great... Clearly, that's not the case anymore. I'm very displeased and hope Fitbit steps it up and does right by its customers. Based on my research, I'm not alone in this experience. 

[Jayelo]

I totally agree with you and I went through exactly what you went through too. I don’t agree wi5h the time I would have to wait to receive a replacement for their device that didn’t even last a month. I honestly don’t think I needed to ship it to them (they offered to pay shipping but then it would be through usps which is about 2 weeks. If I wanted it shipped faster, obviously it would be at my expense). I mean, come on, I paid $200+ for this. Then I would also have to wait for them to do whatever they do at their warehouse and wait for them to ship me a replacement, Then I thought, am I gonna get a brand new one or a refurbished one? I don’t want the same piece of crap back, I want a brand new one. I bought mine a Best Buy but figured I’m still under their warranty since is been less than a month but it was such a headache going through Fitbit and so much frustration talking to multiple techs with all different answers. It was a ridiculous. Anyway, I went back to Fitbit and in a few minutes and better customer service, I got hooked up with a new one in 30 mins. But I am happy to say that I’m pleased with my replacement so far. I will never buy directly from Fitbit. 

[SunsetRunner]

Well, I just spoke with more reps and still have the same issues. Fitbit seems unwilling to work with me; an early adopter who preordered a device through Fitbit. I have development experience and wanted to develop for the Fitbit community, too, although those options currently are unpaid. I was making time to create useful watch faces, but instead, I'm sitting here, feeling disheartened that I am out of hundreds of dollars from a company that I trusted would do right by its customers. If support has declined so much over the years, I think that while it may be profitable at the moment, it's a very myopic approach to take. This kind of behavior will eventually catch up with a company. Customers aren't stupid.

[SunsetRunner]

I'm on support chat again and it seems all the reps do is regurgitate the policies and otherwise not help. I brought to their attention they had helped others and asked about why there's preferential treatment. They deny that but it's evident to me that some people are being given replacements whereas others are being treated in the same manner than I have. This just adds insult to injury.

[TDSamos]

Got the Versa on the release date. It would never update. The next day I took it back and got a replacement. It updated. Wore it for 3 days took it off for 8 hrs and it was setting in the same spot the whole time. It registered over 8500 steps and it never moved, said I had an 1 hr nap and my heart rate averaged over 100 bpm. I took it back and the store gave me my money back. I was very disappointed with the device. 

[GreginJaxFL]

I learned my lesson several Fitbit ago and buy from Bestbuy so it can be replaced instantly. Fitbit’s customer service has much to be desired. 

[SunsetRunner]

Good to know re: BestBuy. I would've always thought a company's direct support would be better than a retailer's but I guess I'm wrong. I'm also genuinely curious why people are still buying Fitbit devices after such bad experiences. My previous experiences were pretty decent, so this has been a bit of a shock to me to say the least. It doesn't compel me to support this company in the slightest again unless they apologize and resolve this in a prompt and professional manner. 

[TDSamos]

Both mine came from Wal Mart

Sent from my iPhone

[SunsetRunner]

Just to continue giving you guys updates on my experience, I wanted to let you know I contacted Fitbit support via Facebook. They apologized and told me they'd be reviewing the case. Two days later, I get emails regurgitating the same policies. IT SHOULD NOT TAKE AMONTH TO REPLACE A DEVICE, ESPECIALLY ONE THAT'S FAULTY THAT HAS ONLY BEEN OWNED FOR 45 DAYS. I have NO qualms about sending a device back at all, but Fitbit's replacement policy is by far the slowest of any company I've ever done business with. Most companies treat customers with dignity and send quick replacements THEN CHARGE THE CUSTOMER should they not send in their device. The risk is typically on the company, not on the user, who in this case, had a VERY NEW DEVICE and decided to be an early adopter/pre order DIRECTLY from Fitbit.com. Appalling. 

[guitarwoman]

I have similar feelings.  I have been with Fitbit since 2011 and, with the Versa, I am wondering why.

You are correct, customer support was fabulous in the early days, but quality control was not so fabulous--my basic disintegrated!  As the company grew, it lost a good deal in customer connection and these forums are a fine example of that.

I think one of the reasons people stay with fitbit is the "fitbit universe."  I've got millions of steps logged and I don't want to lose these stats.

That being said, I can no longer return my versa to where I bought it.  As all things go, in reading this forum, it is not behaving too badly.  My main problem is sleep stats.  I find if I keep the layers clock face and turn off quick view at night, I usually get a good sleep record.

But, if fitbit issues a recall, it will go back and I will get an apple watch.