Versa is locked for someone filing a false warranty claim/reporting it stolen

[Servbot87]

As the title states someone filed a warranty or stolen item report against my watch. I reported this on 4/19 and was told I would be contacted "shortly" when asked what the means, I was told I would be receiving something from the escalated team it was sent to in 24 hours. Is this the right place to request some kind of update as each time I contact support I am told I will be contacted shortly it is in the hands of an escalated team. 

[SunsetRunner]

Hi, I brought your post under the attention of the Moderator Team. You soon will be contacted by one of them, probably in this topic itself. 

[Servbot87]

Much appreciated, thank you

[Servbot87]

This is the message I am given each time I try and pair my device.

This is the message I receive each time I try and pair my versa to my phone. 

Moderator edit: removed personal info

[SunsetRunner]

Hi, unfortunately I'm not a Moderator, so I will forward your case number to someone of the Moderator Team. 

[DavideFitbit]

Hello @Servbot87, thank you for all the information, the screenshot provided, and welcome to the Community forums. 

I'm sorry to see that you've experienced trouble with your Versa being locked after the false warranty claim you mentioned. The regular waiting time to receive a response from the Customer Support team is 24 to 48 hours, however, in these cases it can take a bit longer, since this would be handled by a higher level of the Support team. I've confirmed that your case has been escalated appropriately and you should be getting a reply from them soon with further instructions. 

Thank you for your help with this as well @SunsetRunner! 

Let me know if you have further questions.  

[JesEcho]

I had the same issue. I was told that nothing could be done. I'm pretty disappointed with the lack of help I got. 

[DavideFitbit]

Welcome to the Community forums @JesEcho. 

I'm sorry to see that you experienced the same problem with Versa being locked by this security measure. Thank you for taking the time to share your experience with support and for sharing your feedback as well. 

I've proceeded to send your information to the customer support team again for further assistance, but it seems they're still handling your case, so you should be getting a reply soon. I hope everything goes well. 

Keep me posted on the outcome. 

[Jha123]

I, too, am having the same issue! I've been told that my case has been escalated but no response. This is very frustrating. 

[DavideFitbit]

Hello @Jha123, welcome to the forums. 

I'm sorry to see that you've experienced the same problem with your account. I've been informed that your case has been escalated appropriately; unfortunately it's not possible to provide a specific period of time for you to get a reply, but I'm sure you'll be receiving a response soon. 

Thank you for your feedback regarding the response time with these type of cases. You can also find more information about these specific situations in this article. 

Let me know if you have further questions. 

[Simeon1234]

Fitbit account hacked. No reply from Support for days. Wiped app from Samsung phone. Set up a new account under my same e-mail address, but cannot pair with Versa because it's locked now.

Why didn't Fitbit offer to reset my original account? Why no 2 step verification for major account changes, liking under a new e-mail address?

I'm one of those super loyal customers who went from the Ionic to the Versa, been wearing Fitbits for years. I'm done, taking my business elsewhere.

[DavideFitbit]

Hello @Simeon1234, it's good to see you around in the Community forums for the first time. I'm sorry to see that you experienced the same problem with the account information being changed by someone else. 

I wouldn't be able to confirm about the steps required to find a definite solution since this would have to be handled by the support team, however, I've been informed that your case was escalated to the correct department so they can provide you with the next steps. Keep in mind that it can take longer and usual to get a reply, since this would be handled by a special department.

You should be getting a reply soon with more instructions. 

Let me know if you have further questions. 

[Mselbert]

I'm having the same problem. Versa was working perfectly,  but today it stopped syncing.  After speaking with support, I was told watch for an email from an escalated team to handle my case. This is my first Fitbit,  and the more I read probably my last!

[jrichber]

Has anyone had this issue resolved? I purchased a Versa for the wife for mothers day and a week later it will not connect to her phone. Says "Lost or stolen". It has been 2 weeks of this "escalated" situation. Does not sound very escalated. Horrible customer service.

[Qrbirlbrbl]

I also bought a Fitbit Versa that became a useless paperweight for the same screen notification at exactly the 60 day mark. Help please?!

[Simeon1234]

Fitbit did finally reset my account, but not after about 2 weeks of
hammering away at their customer service.

I plan to purchase the new Samsung Active 2 watch along with a new phone
(it's time). Will drop Fitbit then.

Companies are increasingly learning that customer experience is the
dealbreaker.

Good luck!

[DavideFitbit]

Hello @Qrbirlbrbl, welcome to the Fitbit Community forums. 

I've sent your information to the Customer Support team for further assistance with this, but was informed that you already got in touch with them about this, however, I've sent them all the details again so they can let you know the best way to proceed with this. Keep an eye on your inbox. 

I'm sorry to see that you experienced the same difficulty @Simeon1234, thank you for taking the time to share your feedback. It's good to know that the Support team was able to reset your account. 

Let me know if you have further questions. 

[Mselbert]

Support got me know where. It is been turned off and I no longer have use of my watch. Waste of money in my opinion 
Sent from Yahoo Mail on Android

[SunsetRunner]

This happened to me too and I've had six people tell me its escalated. That was in June and its going on Christmas. I can't even sell it because it doesn't work and I can't use it either. It ended up getting disconnected several times due to poor wifi when I was initially starting it up and fitbit locked it for no reason. I provided emails with all evidence of where I bought it and everything and got nothing back. Very disapointed with Fitbits customer service. Everyone tells me they just forget about these cases because no ones had it resolved. Bought it for my moms birthday and didnt even get to give it to her. 

[Mselbert]

Mines long gone in a dump somewhere.  It is disappointing, both my wife's and mine it happened to. I bought  a new Amazfit bip. Does everything I need it to do...and it stays linked. Good luck to you, chalk it up as a loss and spread the word that fitbit wont back you.Mike

Sent from Yahoo Mail on Android