Versa not recording sleep cycles

[Salbeeshrinkin]

Hi

I've had the versa for a week and for 6 of 7 nights, it hasn't recorded my sleep cycles and displays the message that it couldn't get a consistent heart rate. 

I've been back and forth in emails with fit bit about the problem but each day they fob me off with 'its the way your wearing it', or other things along those lines. In fact yesterday they said they don't recommend the woven strap for best results!! The strap that cost an extra £20! The pin also broke on the third day so its a good job there was a spare in the box. Poor design.

What irritates me more, is that I wore the blaze for over 2 years with very little issue, so to pay £220 for this 'new and improved' version, for it to fail 6 nights out of 7 is just not acceptable. 

If I'd have bought it from fitbit it would be a simple return but because I've bought it from Argos, it isn't. How can the same product have such different guarantees? Surely consistent customer service would be best? 

After many years with fitbit, this week has been so frustrating and once this problem is sorted, I'll be looking to move away from fitbit products.

[AlejandraFitbit]

It's great to welcome you @Salbeeshrinkin.

Thanks for troubleshooting this by yourself. There are a few scenarios where you might see your sleep pattern (which shows your time asleep, restless, and awake) instead of sleep stages:

• If you slept in a position that prevented your device from getting a consistent heart-rate reading or wore it too loosely. For best results, wear your device higher on your wrist (about 2-3 finger widths above your wrist bone). The band should feel secure but not too tight.
• If you used the Begin Sleep Now option in the Fitbit app (instead of simply wearing your device to bed). For more information on automatic sleep tracking, see How do I track my sleep?
• If you slept for less than 3 hours.
• If your device’s battery is critically low.

Let me know the outcome. 

[Salbeeshrinkin]

Out of 9 nights, it's not worked for 8. The blaze worked every night for 2 years. The problem is not me, where I wear it or how i use it. 

I've done every trouble shoot you have suggested and it still doesn't work. 

[AlejandraFitbit]

Thanks for the information @Salbeeshrinkin.

Since the troubleshoot provided didn't work, I've gone ahead and escalated your case to our support team, for them to take a deeper look at this. Please keep an eye on your inbox for further instructions.

Keep me posted.