Versa left button stopped working

[EpicR]

Hi all,

I purchased my Versa in May 2019 here in Australia. Overnight my left hand button has stopped working. I believe my Fitbit is out of warranty- but this is not acceptable for a $250 watch, to last 18 months (I would have expected at least 2 years!!).

Has anyone else had anything similar happen to them, and any ways to fix it?

Thankyou so much 🙂

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @EpicR, welcome to the Community Forums. I'm sorry to hear that the left button of your Versa has stopped working, I understand how you must be feeling. Thanks for the details provided in your post, I'll be glad to help you.

Please note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. 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.

If you haven't already done so yet, I recommend you to try the following steps to restart your Versa:

1. For Fitbit Versa, press and hold the back and bottom buttons until you see the Fitbit logo on the screen. 
2. Let go of the buttons.

If the left button doesn't work at all, meaning that you're unable to restart the device with the above steps, please check: How do I turn off my Fitbit device? 

Let me know how it goes.

[EpicR]

Good morning @MarreFitbit 

Thankyou for such a quick response! I was able to (and have done) the following:

-restarted the device using the Left and back buttons (so the button must have somehow worked for this to happen???)

-restarted it by going to the settings screen.

it restarted the Versa each time, however the left button still isn’t working.

[MarreFitbit]

Hi @EpicR, you're welcome. Thanks for the update. I appreciate you had followed the tips and recommendations provided above. Since this sounds a bit more serious, I've created a support case on your behalf - you should receive an email from Customer Support at the email you used to register with the Community forums. Note that we may take a bit long to get back to you since due to recent events affecting our operations, support options are limited and wait times are longer than usual.

Have a nice day! 

[EpicR]

Hi again @MarreFitbit - I gave you some incorrect information in relation to using the left and back button to restart it. I just tried it again, but by only holding down the back(lower right) button, and it came up with the Fitbit logo... which is exactly what happened when I did it with the two buttons.... so there’s no indication that the left button is working. 
Can this info please be added to the support ticket?

[GeertFlins]

Hello,

i have got the exact same problem including the fact that it turns on with only the lower right button.

What to do?

[EpicR]

Hi @GeertFlins 

I followed all of the troubleshooting steps but nothing worked for mine. I will say that the Fitbit customer support was absolutely fabulous- I cannot fault them. Thankfully mine was covered under warranty as it was under 2 years old (in Australia warranty for Fitbit is 2 years).

I hope yours works itself out