Versa is not responding

[Eeyore2706]

My dad has gifted my son a Versa as an early birthday present and it’s not charging or turning on. I’ve cleaned the charging sensors and it’s been charging for 72 hours. I’ve tried holding down the left button and bottom right button to reset but that’s not worked. I’ve also tried holding all 3 buttons but that’s not worked either. The charger is working (I have a Versa too). I’d be grateful for some advice on where to go next. My son is really disappointed that it’s not working. 

Moderator Edit: Clarified subject

[RicardoFitbit]

Hello @Eeyore2706, your participation here in the Community Forums is appreciated.

Thanks for bringing this to our attention and for the details that were shared, your effort troubleshooting your device before posting over here is also appreciated. To better assist you with this, can you please let me know if the heart rate sensors are flashing or is your device completely unresponsive? If you haven't already done so, I recommend you to check our help article: Why isn't my battery charging on my Fitbit device? and let me know how it goes.  

Looking forward to your reply.

[Eeyore2706]

Thanks so much for your reply. The Versa is completely unresponsive. I’ve tried the applicable steps from the help article you suggested without success. 

I have also raised this issue with Fitbit support and now have a case number. Fingers crossed they have a resolution 🤞🏻😊

[RicardoFitbit · Accepted solution]

You're welcome @Eeyore2706, your reply is also appreciated.

I'm sorry to know that you're still experiencing difficulties with your device but thanks for your update. Just as mentioned on your post, our Customer Support team informed me that they already provided you assistance to resolve your issue. That being said, my best advice for you at this moment will be to contact them back if further assistance is needed or if you have any additional questions about the outcome of your case. Unfortunately I don’t have access to such information to accordingly assist you.

I'll be here if you need anything else.

[Eeyore2706]

Thank you. The support team haven’t actually offered any resolution to the problem that I’m having. They just offered discount against a new product, but I can’t replace the device that was gifted to my son as its not sold any longer.
I would have expected Fitbit to offer to replace the defective device either as a gesture of goodwill or for minimal cost to myself. I’m so disappointed and my son is really upset.

[RicardoFitbit]

Your update is appreciated @Eeyore2706.

 Thanks for taking the time to share your thoughts and personal experience with your Fitbit device, I understand your situation and how frustrating this matter can be for you. I'd like to let you know that we are always striving to improve the Fitbit experience with our products and services, therefore, the feedback that's shared here in the Community Forums is always appreciated.

Since you already received assistance from our Customer Support team, I’d suggest you to contact them back if you have questions about the outcome of your case. For a better understanding of the information they provided to you, please check our warranty policies here. 

Let me know if you have any additional questions, I'll be around.