Versa Screen Went Black After 5 months from purchase

[Roseandlight]

This was my second device Fitbit.I've purchased Versa 5 months ago in silver color. The screen stopped functioning altogether last week.Since than I am dealing with Fitbit customer service to get a replacement as per their 1 year warranty, unsuccessfully. They will only replace it with the black screen version and they push for me to accept this .They even advice me to contact the store instead. Really, that is the type of warranty and customer service you offer.I will never buy a Fitbit again. Shame on you for the quality of your products you manufacture. I have all the emails with your bad customer service you provided to me and I will complain to London Drugs also.

[LiliyaFitbit]

Welcome to the Fitbit Community @Roseandlight.

I appreciate your participation in the Forums and sharing your experience with the Fitbit Versa and Customer Support. I am sure they tried to help you in the best possible manner, each case is reviewed individually and the troubleshooting and a solution that's being provided is based on the Fitbit Warranty. I am sorry to hear you are going through this situation, I totally understand how you are feeling and appreciate your feedback. We're constantly working on improving our devices and user experiences, and your comments are always welcome. I'd suggest to keep communication open with our team since they have already all the details and tools to continue assisting you. 

I'll be around if you need further assistance.

[Roseandlight]

Hi 

No, you do not understand,it is just a script, how it is to buy a product in good fate for almost 250 and that product to died from unknown reasons after just 5 months .Fitbit never ask me to mail the product back and I did offer to do so.....at least you could take a look at the watch and understand what cause the screen to died....this make me question...are you already aware of this fault in your product so you just ignore it.I also offered to pay extra on top just to get another silver color watch but I was totally denied any chance to either be reimburse or to get the same color watch. I will forward your emails to London Drugs with the original receipt copy but I have a feeling that they will say the 1 year warranty is with the manufacturer not with them....so I just feel that I was greatly fail by your company as a consumer.

[LiliyaFitbit]

Thank you for your reply @Roseandlight.

I understand how frustrating this is for you and I'm sorry to hear about your experience. I appreciate your feedback since this helps us to keep improving. Thank you for letting me know that you will be contacting the retailer to check on your options. Please don't hesitate to contact our Support team if you need further assistance, I am sure they will try their best to help you. 

I'll be around if you need further assistance. 

[Roseandlight]

I've contacted customer service from London Drugs...and today they've changed my faulty screen Versa watch for the same model and color.( unfortunately they will not reimburse me but it is entirely not their fault anyway)

Koodos to London Drugs they were more than helpful and very prompt to help me out.

I am sorry Fitbit but you've lost a client.Your app is great by your Versa device NOT.Let's see how long the second device will last.

[Shay86]

I had the same thing happen to me . They sent out a replacement but the replacement was doing the same thing black screen nothing would appear. So now am waiting for them to receive the defective replacement and ship me a new one. This is just ridiculous. The other option they gave me is 20% off of any other Fitbit device. Uhm no thank you I paid $200 for this thing and you want to give me $20 toward a new device?!?! 

[Roseandlight]

Yes...I understand your frustration I was in the same situation.They seem not to care about the money we spend on Fitbit.I am really sorry ,I wish I could help you out....do not give up...it is our money after all and we work hard to earn it.

[quinne0727]

Just bought the “special edition Versa in Friday (3 days ago).  My screens have gone black.  I’m REALLY upset.  I can’t even find customer service! 

[Roseandlight]

Just google customer service Fitbit.I would give you the number but I used the Canada phone number.I am really sorry...do not give up.

[Roseandlight]

I am sorry that you also have this frustrating experience .In my case I googled Fitbit Customer Serrvice Canada .....there is also customer service contact in your Fitbit app.

In my case the store where I had the Fitbit  Versa bought help me out. You are under 45 days from the purchase so you can also be fully refunded.

[quinne0727]

Thank you. I spoke to Customer Service Canada. They had me re-start the Versa. It worked!! Thanks 😊

Sent from my iPhone

[LiliyaFitbit]

Welcome to the Fitbit Community @quinne0727 @Shay86. Thank you for your reply @Roseandlight. I am sorry for the delayed response. 

@Roseandlight thank you for letting me know that you contacted London Drugs and they exchanged the device. I am sorry that you had go through this trouble and hope your replacement device will work without any issues. I appreciate your feedback since this helps us to keep improving.

@Shay86 I'm sorry to hear about your experience with your replacement device. I totally understand how you are feeling and appreciate your feedback. I'd suggest to keep communication open with our Support team since they have already all the details of the case and tools to continue assisting you. 

@quinne0727 I am sorry to hear about the issue you experienced with your new special edition Fitbit Versa. Thanks for taking the time to get in touch with our Support Team. I am glad to hear they were able to help you resolve the issue. Keep on stepping!

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