Versa feedback

[krystalrich]

i purchased a Versa for 148.96. Within two months it began giving trouble. In August of this year it was replaced. I happily took the replacement and congratulated the company for replacing the unit. However, that replacement also stopped syncing. I contacted support once again and they offered me either a replacement again or an upgraded unit for 50% off. Please note that currently the Versa 2 is being sold for $129.00, less than what I paid for the original Versa.

I called into customer support and indicated that I would prefer that my unit be replaced with the Versa 2 since it is cheaper than what I paid for my original watch anyway. I was declined this option by the supervisor. When asked if he thought it was fair that I would get another faulty unit (an agent admitted that the original Versa has a known issue) he said yes, he thinks it’s fair.

Both have even more capabilities and their customer service is stellar. I’m so disappointed in this company that I supported for years (I had a charge before the Versa). So very disappointed that customers are not valued and that even at the supervisory level, there is no care for our concerns. That’s all.

Moderator edit: Updated subject for clarity and word choice 

[SilviaFitbit]

@krystalrich Welcome to the Community. 

Thanks for taking the time to share your experience with our Support team. Your feedback and comments are appreciated, we're always working on improving our watches/trackers offered. 

I wanted to confirm that each case is reviewed individually and the option provided is based in the Fitbit Warranty. Usually, when a replacement is given it's for the same watch/tracker that you had before. Rest assure that if after receiving your replacement, you experience any issue you could always contact us back and we'll be happy to assist you. 

I'll be around if you have any additional questions. 

[krystalrich]

Yes a replacement for a product with a known issue. A replacement with a product that was returned to fitbit not a new product (your rep confirmed this on the phone). Remember I did get a replacement and that too failed so I do not trust your replacements! I paid for a product that does not work and instead of fixing the issue you send returned shoddy products to your customers and act like all is ok. Your customer service is ridiculously poor!

Also as your (very rude) over the phone reps confirmed if my next replacement fails I won’t get another since my warranty is up. Essentially Fitbit got money from me for a product that worked for less than 8 months (and a replacement that worked for less than 3 months) and expects me to be ok with this. 

Instead of parroting off your Inadequate warranty policies, you guys should consider how best you can serve your customers so that they return and purchase more products. I was a long time customer and I can tell you I’ll never purchase another fitbit again after the response from your team!

[SilviaFitbit]

@krystalrich Thanks for getting back. 

Sorry to hear about your experience with our Support team. I truly appreciate your feedback, our main objective is to provide you with the best customer service. If you have any questions about the option you were given, you may want to contact our Support team, they can continue assisting you through email. 

Rest assure that I've passed your feedback to my team. 

I'll be around if you have any additional questions. 

[krystalrich]

I contacted support by twitter, email and phone. Each time the result was the same - a replacement with a refurbished model or nothing. Not even a consideration for any other option. Not a care that I as a customer have not had one years continuous use of this product with it failing two times. So please stop acting like support will assist. What you want is for me to stop speaking publicly about it and to take it to DMs. I will not because the policies of this company and it’s support are abysmal at best.