Versa not tracking distance accurately

[OrsiMiklos]

I have been with Fitbit for near 5 years now and I loved it.

Had a Versa for over a year that just stopped working out of the blue.  This got replaced early August and I was super thankful for this.

The replacement unit started measuring distance wrong a few weeks back the on Saturday 09.21 my heartrate monitor started acting up as well.

I contacted support every day for over and hour but no joy. 

The on Monday the offered a replacement which was a nice touch then yesterday they told me to send the current one back they el send a prepaid label if I wish. I gave then all my details correctly and they sent me someone else's shipping label...... contacted them again........ still waiting........waiting.........waiting.....

In the meantime my Versa has now completely stopped working and  the screen has gone black. I was hoping to at least be able to use it as a step counter for a while.

Now no Versa and will have to wait who know how long for a replacement. Not what I expected after 5 years of loyalty.

Moderator edit: updated subject for clarity

[Marrrmaduke · Accepted solution]

@OrsiMiklos Welcome to the forum. This should not be happening. Really sorry to hear about your Versa. I am flagging your post so Customer Support can follow up on your ticket. 

[DavideFitbit]

Hello @OrsiMiklos, welcome to the Fitbit Community forums.  

Thank you for all the details that you've provided and for the feedback regarding the product and the experience with the Customer Support team. 

I'm sorry to see the wrong prepaid label was sent to you, I've sent your information to the Customer Support team, but was informed that you already got in touch with them about this and they're providing you with assistance.

Thank you again for taking the time to share y our experience with this. 

Let me know about the outcome.  

[OrsiMiklos]

Further to this I spend and hour online with support yesterday to be sent the wrong label again.....

After explaining that only my first name was included and the actual contents of the package was listed wrong I was told I'll get a new label.

A day later and I am still waiting.

In all honesty how hard is it to fill out a label correctly and send it through.

Especially as I now have a completely dead unit.

Frustrated, disappointed, annoyed doesn't even describe how I feel.

[Marrrmaduke]

@OrsiMiklos ughhh I think it's the case of calling Support until you get the right label. 😞 Unfortunately. 😞 I would not wait longer than 24h. It obviously shouldnt be happening.

[DavideFitbit]

Thanks again for providing your feedback about this @OrsiMiklos. 

I've sent your information to the Support again for further assistance with this, but it seems they already sent you a reply with some instructions. Could you please confirm?  

Keep me posted. 

[OrsiMiklos]

Hi @DavideFitbit ,

I had to connect with support again on Thursday last week to see when I get my DHL label. At this point nothing has been done and the support person wanted to resend me the wrong label again.

After some back and forth and me asking for a manager support decided to just send me a new unit with me not having to resent the faulty unit.

While I am happy with the outcome and I am looking forward to having the new unit the experience with support has definitely left a bad taste in my mouth.

I spent hours on troubleshooting and then trying to explain to support that they are sending me the wrong labels. 

Did not make me feel really supported or that I was actually taken seriously. If anything this mucking around with the labels made me feel like Fitbit was hoping I will just have enough and not contact them anymore.

Anyway lets see how long this unit will work.

Thanks you for your follow up.

[DavideFitbit]

I'm sorry to see that you had a negative experience with the Support team @OrsiMiklos, thank you for sharing all your feedback. But it's good to know that they've decided to send you a replacement watch and that you'll be receiving it soon. 

Thank you again for all your comments, I hope to see you around more often in the forums. 

[JennP88]

Mine started acting strange and within a few days, it just went black and wouldn't turn on...of course this was just past 1 year, so no warranty help. Contacted support 4x now, and they have offered only discount...25% off...which is the same price the watch is on-sale for right now! So it will do nothing for me. The customer support sucks!!!

[drmikki]

My Fitbit Versa screen went black a few days ago too. I contacted support and all I was offered was 25% off old models. I ended up ordering a Versa 2 with the $50 off discount, but wondering if something else is going on with the black screens? 

[DavideFitbit]

Hello @JennP88 and @drmikki, welcome to the Community forums. Sorry for the late response. 

I'm sorry to see that you've experienced trouble with the Versa not working properly. It is particularly difficult when the device is no longer covered by the warranty, but even tough Support is eager to help with any problem you may experience with the product, they do need to adhere to the official warranty policy, this would start counting from the original date of purchase.

Thank you for taking the time to share your feedback regarding the quality the watch; comments from users are always useful to continue to improving the quality of products and services. 

Let me know if you have further questions. 

[Tracyg69]

This sounds pretty much the same as my experience to be honest! I called support on 3rd July to say my Fitbit screen wasn’t right coloured lines up the screen, gentleman checked said was still in warranty so sent me replacement which arrived on the 6th july! Very quick! But alas it was dead wouldn’t sync no activity at the back etc, after numerous calls with different agents trying the same, one agreed to send me another once they received the faulty replacement back, I sent straight away on the 7th july and keep chasing but told I will just have to wait the 5 business days for another!! I’ve never been without a Fitbit for so long I’ve had one in various models for over 5 years so I’m very frustrated to say the least. Glad you got a positive outcome.