Versa screen stopped working and Customer Support didn't help me

[jalaynaf]

I’ve had my Fitbit for 2.5 years, I used it for swimming laps, hiking and everyday fitness tracking. I thought it was really useful product. The screen started glitching and not responding to touch so I let it be for a few weeks, and then contacted a Fitbit support person who gave me a list of troubleshooting ideas, which I then followed. When trouble shooting made no difference I contacted Fitbit support again and they were even more unhelpful. The service person said that my devise was not paired to my account, I don’t understand how that happened because I paired it to my phone when I first bought it and I used the app to track my fitness. Fitbit said they could not help me at all. I am very disappointed with Fitbit, I expected more for a product that costed this much and only lasted this long. I would not recommend this product or customer service experience to anyone and I am left disappointed.

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there @jalaynaf, welcome to the Community Forums. I am sorry to hear that you went through that situation with your Versa's screen. We acknowledge the limitation we have on our part particularly on what you have experienced. We‘re taking into consideration your comments and sentiments with regards to our products and services.

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.

I understand that the outcome of your case with our Support Team is not fulfilling your expectations, but keep in mind that every case is completely different from the other's, thanks for taking the time to share your experiences and feedback. If you have any questions about the resolution of your case, feel free to contact them back for a further explanation of the information you were provided or you can also check our warranty policies here for a better understanding.