Versa black screen

[Frederique.dv]

My screen is not working, everything else is like the vibrations and that little green light at the back. But the screen doesn’t do anything when I touch it or when I touch a button. Even when I charge it it doesn’t react does anybody know what to do?

Moderator edit: subject for clarity

[SunsetRunner]

I’ve had the exact same problem. I’ve had mine less than 3 weeks. Also mine wasn’t charging right. It kept saying 15% but in the top right hand corner said it was charging.

ringing  fit bit today to see what they can do.  Hopefully can get a replacement.  

[BMBBMB]

Same with me! All Fitbit could offer me was 25% off a new one because my warranty is up. I got my Fitbit in February 2018 and the screen randomly went black and stopped working! I am very upset and don’t have the money to replace the watch at this time. If I had of known after two years the watch would be garbage I would have bought something else. I did so much research before purchasing a Fitbit. I still have the green light at the back but I cannot are anything on the screen for no reason!  

so sad and upset about this. 

[SunsetRunner]

Oh no! I managed to get a new tracker sent to me but I’d only had mine 3 weeks. By the sounds of it it’s very common and I wish I’d of known this before. I’m so sorry that you couldn’t get a replacement sent.  It’s a fit bit fault not yours so I can’t understand why they can’t at least send you a new tracker. 

[dkstanbery2]

My Fitbit Versa was fine until I did the update, and now I too have the black screen. Talked to Fitbit, and since the restart doesn’t work, they will give me 25% off of a new one.  That is ridiculous since their update made my screen, and many others, go black.  They should be fixing or replacing them.  Somehow, holding my Fitbit to try to reset it is still tracking steps.  It appears that it is only the face that the update messed up.  

[BMBBMB]

Yes, I agree. Mine is still on but how useless if you can’t see the screen. Fitbit has horrible service and I will never recommend them ever.

Kind Regards,

Moderator edit: personal info removed

[Vonnoccino]

This is happening to mine too as of today- 100% charged, less than two years old. %25 towards a new one doesn't cut it especially with all of these other complaints as well. I love my versa, but don't want to be out another couple hundred bucks in another 2 years. 

[dkstanbery2]

I did not take no for an answer.  I asked for a supervisor, and they said as a one time courtesy they would replace it.  How generous of them since their update rendered  it unusable.  

[Pining]

I have been trying to get a hold of anybody in Support - chat, tel. but
could not get anybody. How did you contact them, including the supervisor.
Did you call them at -1-877-623-4997 or by Chat? I have been waiting for an
agent in Chat for more than 3 hours but nobody picked up so I finally gave
up waiting.
Would appreciate it if you could point me to the right steps to contact
them.
TY!!!!


Moderator Edit: Personal info removed

[MarreFitbit]

Hi there!

First and foremost, I'm sorry to hear about the issue with your Versa smartwatches' screen. Our warranty provides replacements for devices deemed to have a manufacturer's defect within 365 days of purchase and please trust that Fitbit's mission is to empower and inspire you to live a healthier, more active life. We design products and experiences that fit seamlessly into your life so you can achieve your health and fitness goals, whatever they may be. This is also the reason we tried to check for the possible options that we can provide you based from your warranty.

If you've exhausted all troubleshooting steps to fix your watch and contacted our Support Team, but are not satisfied or agree with the resolution of your case, please get in touch with our them again or you can check our warranty policies here for a better understanding of the information that they provided to you.

If you have just joined this thread, please refer to this post for troubleshooting steps. Please make sure to check them out and let me know if the issue persists. If such is the case, my best recommendation will be to get in touch directly with our Technical Customer Support department here. Also, I can contact them for you if necessary, just mention me and I'll move forward with the request.

I'll be around it there's anything else I may do for you in the meantime. 

[Vonnoccino]

Thanks for the response; however, doesn't change that the device e is 2 years old- past warranty- can't reset, can't use, and I don't want to spend another $240 at this time of economic hardship due to Covid for something that can't be depended up to work for more than 2 years. Very upsetting.

[sregina]

I called Fitbit and spoke to a representative who was very nice and tried
to help me reset my Fitbit. When that didn't work he offered me the 25%
discount. I wasn't excepting the offer and some to his supervisor. When I
spoke to her she was very understanding. I explained that I had had my
Fitbit for 2 months over a year and did not feel comfortable spending money
on a new Fitbit if the same thing would happen. She looked at my account
and saw this was my 3rd fitbit and have never had a replacement. She
offered me either a new Fitbit Versa or 50% off a purchase. I chose the
replacement Fitbit but expressed my concern that the same problem might
happen, especially with all of the same feedback I have been reading about.
I found out they do not make the same version of my Fitbit and they
replaced it with the Versa 2. Hoping I have no problems!

[Rslewis1292]

I did the chat and just had to wait in line and I also did under “contact us” there was a link for a twitter message (which Is a weird way to contact customer support) but I also eventually heard from them.

Sent from my iPhone

[Coyote42]

That happened to me. A month ago. Not this time.   It has been over 8 hours

[EWO]

Hi, not sure how effective this will be but I'm giving it a try. I have contacted support and my fitbit Versa that I purchased last year is now out of warranty. I performed all the steps recommended by tech support and they determined that the unit is defective. They offered me a 25% discount towords the purchase of a new device. With so many customers experiencing the same issue, it appears to be a design flaw that should be globally addressed. As a sign of good faith I would recommend a minimum of at least a 50% discount and a 2 year warranty. It would also be nice if the company would look into this issue and provide a resolution too. Just my 2 cents

[sregina]

I agree. I didn't take a 25% discount as my final answer. I spoke to a
supervisor who offered me either a 50% discount or a new versa 2 but
without a warranty. I had the original versa which apparently is no longer
made. I have my fingers crossed that this versa makes it longer than 14
mos. The supervisor was "unaware" of this being a widespread defect. If I
encounter similar issues, I'll be seeking out a new brand. Good luck!

[Bhagwandeen]

hi 

 I am not using my Fitbit at all .Last week Wednesday,  while trying to carry on with blank screen i decided to put on charge and  i felt it is unusually hot ! decided not to charge and pack it back and see how best they can assist. If i cant get another replacement that it my journey with fitbit, will look for another device . come on Fitbit you need to fix this design flaw if not now it will be never agian.

[MarreFitbit]

Hi!

We acknowledge the limitation we have on our part particularly on what you have experienced. We‘re taking into consideration your comments and sentiments with regards to our products and services. We understand and respect your decision regarding the discount our Support Team previously offered.

Please know that when a Fitbit devices is deemed defective we review eligibility using the one year warranty option. For our full warranty terms and conditions, see our Return Policy and Warranty.

Fitbit does not warrant that the operation of the Product will be uninterrupted or error-free. See the Fitbit Terms of Service for details of your rights with respect to use of the software and related services.

Let me know if you have any questions present. 

[thewronggrape]

Having this issue tonight. I thought my battery had simply died on my Versa, but it's fully charged. The green light is flickering on the back like normal, and it gives vibration feedback. But the screen is blank. It turns on and is illuminated, but displays nothing. Thought maybe I could try to trick it by changing clock faces via my phone app. Didn't work. Tried a hard factory reset maybe a dozen times. It just restarts with the blank screen. Disappointed that Fitbit is not doing the right thing to address this widespread issue. 

[stephenkj]

I am is the same situation after using a fitbit since the original model I am ready to give up and move onto something else

[stephenkj]

warranty is some what meaningless when the device is fine and an update bricks the device.  Having been a Fitbit user since the original model I am very discouraged by Fitbit's lack of support and ownership of their issues