Versa screen went blank

[mcmarfia]

The screen on my Versa stays black no matter what, it doesn't wake up. The watch seems working as it connects to the app, vibrates with notifications and has the ohr green light on, but the screen keeps staying black. The support didn't give me any solution and the warranty just expired. I tried doing restarts many times, changing clock faces, but no success so far. Is this a problem related to a bug in the update? I think I read others in the community having the same problem and saying it could be a software issue. Does anyone know if there is a solution to fix this? It's so disappointing to realize that basically the lifespan of this watch is 2 years and that itcuriously stopped working right after the expiration of the warranty. I question the quality and durability of the product and it doesn't seem the company is reliable enough if products and software are faulty.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @mcmarfia, welcome to the Community Forums. I'm sorry to hear that your Versa's screen has gone blank, I understand where your concern is coming from. 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. We really appreciate your efforts in trying to solve the issue prior to contacting us.

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.

I'll be around if you have any questions present. 

[mcmarfia]

Hello MarreFitbit,

Thanks for your reply. I understand you are trying your best and putting efforts to improve, but this is clearly not enough. It is a fact that Fitbit software and platform are plagued with bugs and instability. There are so many fitbit users relating the same problems as mine and receiving no solution, apart from device replacement if under warranty. Some were offered a purchase discount on a new device for having the warranty expired (something the support didn't even offer to me). Apart from the versa having the screen unable to wake up, even the fitbit app on windows 10 is not working as I'm  always unable to log in since it always shows an authorization error. This is really frustrating! In the past I've had many times problems with update and wifi connection. During these 2 years i had to live with constant software bugs and instability and this is not acceptable, sorry. I'm sure my versa screen doesn't wake up because of a software issue and perhaps a new update would solve it. I asked support when a new update will be released and they weren't able to provide an answer. It's very disappointing and frustrating that I have to give up on my Fitbit device and that i wasted my money on it.

[LanaBri10]

The same thing happened to my Fitbit just today. First the touch screen stopped working completely, I then deleted the app off my phone (after changing clock faces) as was suggested online but the watch wouldn’t connect to my phone then. And now the screen is completely black. I only purchased it in June and never had an issue with it before this.