Versa heart rate sensor stopped working

[Disappointed7]

Once again my Versa sensor LED does not work. Therefore, I get no heart rate or sleep info. This is the second time. It was replaced under warranty for the same problem. Please don’t ask me to do all of the suggested testing, because I have done it already a few times. I’ve tried to stay loyal to Fitbit, but can no longer. The app is great and the functionality of the watch, but they don’t make a sturdy watch. I have had many other issues with Fitbit as well. In particular, their bands break to easily. For what I have spent on Fitbit watches and accessories, I could have already purchased an Apple Watch, which is my next step. Bye Fitbit. Maybe I’ll come back to you when you make a quality, long lasting watch. Afterall, these watches are used for fitness and rugged activities. Maybe you should make one that endures this type of use.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @Disappointed7, welcome to the Community Forums. We're sorry to hear that the heart rate monitor on your Versa has stopped working. We understand why you'd feel disappointing about your Fitbit products. 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.

Please note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. Then, if the tracker is deemed defective we review eligibility using the one year warranty option.

Our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy is set into providing as much coverage as we can.

Since you've taken the time to troubleshoot your watch prior to contacting us, at this moment, the limits of what we can do for you here on the public community forums for the issue you're experiencing have been reached, so I've contacted our Support Team on your behalf to look into this issue further and provide you with some options. Please keep an eye on your email inbox for further instructions. Note that due to recent events affecting our operations, support options are limited and wait times are longer than usual.

[ltrom]

I am with you "Disappointed7" I have been a long time Fitbit customer too. Had one of the first Fitbits out and bought all the "bracelet accessories". Then the Versa was introduced, I soon transitioned and loved the watch.. 2018. I was working fine until a week ago when the heart monitor quick working. Knew all the steps to Shutdown, Reset etc. Nothing worked but I kept wearing it as it still responded to everything else (except the Heart monitor). Called in this morning to Fitbit Customer Service and went through all the steps, again with them on the line.  The last effort was to do a "Factory Reset".. so we walked through that together.  Long story short, my Versa is DEAD!!  No lights, no response to any reset, placed it in the charger... NOTHING. All that could be done was to get me to purchase another Versa but wait, I can't by the Versa its not available anymore. I now can purchase the Versa 2, and all they offered was an additional $30 off the already discounted first-time buyer.  Well, I wouldn't have to purchase a new one had they not told me to reset to factory settings. I bought all the accessories for my Versa, and the only thing I will be able to use if I purchase a new Versa 2 are the bands. Very disappointed!  Apple will gain a new customer as it will allow me so much more usability. 

[Tj_Kirk]

I had a similar issue with versa 2. It was a Christmas gift, I've taken very good care of it, there has been no damage. The heart monitor has worked intermittently since I first wore it, as has the sleep tracking. Within the last couple of weeks this got worse, now the screen flickers like a un-tuned TV screen. It's completely unusable. Coincidence perhaps that this happened after I declined the upgrade to premium membership!

Hope you get sorted x