Versa face separated from device

[SunsetRunner]

I have never worn my 14month old  Versa in the shower or pool ...until today!  I was barely in the pool 30secs when I noticed the face had separated from the device and was hanging open leaving the gubbins wide open to the water!
Google tells me this is not an unknown issue and not isolated to using in the pool either.
There is a two year warranty with the Versa for EEA countries so hopefully this post will be highlighted to the appropriate department and someone will respond asap.

[SunsetRunner]

Could anyone give me a phone number for UK customer service pls?

[SunsetRunner · Accepted solution]

Well, I came on here to complain about my Versa damage so it's only right to come back  now and say that (thus far at least) I am very very impressed with Fitbit as a company! 
Having had my fitbit Versa for 14months and having read lots of the problems on here I was fully expecting to have to do battle with them to resolve the issue to my satisfaction.

I called UK customer service number yesterday morning and was asked by a very helpful chap to submit photos which I did via the email address he gave me. I didn't receive any confirmation of my email so I called again this morning and an equally helpful lady looked into it for me and within a few mins came back and said she had sent me an email with a link to request a full and free replacement OR I could choose to accept 50% off a different model if I wanted to change from the Versa.
I completed the form she had sent and almost immediately got an 3 emails saying received/processed/ordered.
It remains to be seen whether this replacement will be new or refurb and I certainly won't be risking it in the pool again - which I shouldn't have to do - but overall I am very happy with the customer service received. (Caveat = thus far)

[DavideFitbit]

Hello @SunsetRunner , it's great to see you around in the Community forums.  

I'm sorry to see that you've experienced trouble with your Versa watch not working properly after contact with water. 

But it's good news to see that Customer Support has sent you a replacement. Thank you for taking the time to share your thoughts on this and your feedback about the product, it's good to know that you'll be able to get back on track soon. 

I hope to see you around more often in the forums. 

[SunsetRunner]

Tnx Davide

Hopefully the replacement will be new and trouble free...... but if not, I'll be back here for sure 😉

[DavideFitbit]

No problem @SunsetRunner, thank you for your reply. 

Let us know how the replacement watch is performing. 

[SunsetRunner]

Replacement arrived this afternoon. I can't tell if new or refurb but very happy with the speed it arrived 

So far so good tho but I definitely won't be using in the pool again or even when washing up! Sad state of affairs for a £200 *waterproof* watch! 

[DavideFitbit]

Thank you for your response and your feedback @SunsetRunner, it's good to know that you've received your replacement device. Let us know your experience with the new watch. 

[MJM1]

Hi.  Same thing happened to my versa today.  Approx 18 months old and face separated from the frame while in a swimming pool. Very disappointed. 

[SunsetRunner]

My experience is pretty horrendous to be honest. I am now awaiting my 3rd replacement Versa ie my 4th in total.
Having had no issues with the original for 14months until the face separated, the 1st replacement they sent had a battery issue where it was draining within a few hours and the 2nd replacement screen became corrupted within a couple of weeks.
Really very poor for a £200 watch and from a big company like Fitbit.
I can't really fault the their service albeit it is a huge pain in the **ahem** to jump thru the hoops each time an be without a watch between replacements.
The usual offer of an alternative £50 off a new device doesn't apply to the new Versa 2 unfortunately otherwise despite my misgivings I might have tried one of those in the hope that it is a much improved version technically.
Watch this space.....

[DavideFitbit]

Hello @MJM1, welcome to the Community forums.  

Thank you for sharing this information about the face of the Versa that has separated from the frame. I've sent your information to the Customer Support team for further assistance with this, but was informed that you already have a case created or that you already got in touch with them. Keep an eye on your inbox. 

It's good to know that you'll be receiving a replacement soon @SunsetRunner, I'm sorry to see that you experienced the same difficulty with the Versa. Thank you for taking the time to share your experience with this and your feedback. 

Let me know if you have further questions.