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Versa stopped while troubleshooting it

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‎10-25-2020 06:58 - last edited on ‎10-25-2020 20:20 by Fitbit Moderator

‎10-25-2020 06:58 - last edited on ‎10-25-2020 20:20 by Fitbit Moderator

My versa completely stopped responding WHILE on the phone with Fitbit tech support! I initially called in because it wasn't capturing my heart rate and the battery was keeping a charge. The tech started troubleshooting my device. He decided to performed a factory reset on it. It turned off and wouldn't come back on! He told me to let it charge and call back. Did that, still wouldn't turn on, called back and the rep that picked up said that I needed a new device and they would offer me 30% off of a new one!! She said that they couldn't replace it because it was over 12 months old. I said it completely shut off while YOUR tech support was troubleshooting it! I said that was unacceptable so she escalated the issue and that someone would be reaching out to me with 24 hours. Welp, it's been over a month and NOTHING. I will be contacting them again this week!

 

Moderator Edit: Clarified subject

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‎10-25-2020 20:20

‎10-25-2020 20:20

Hi @KimberlyFL, welcome to the Community Forums!

 

Thanks for bringing this to our attention and for taking the time to share your personal experience and thoughts with us. Just as mentioned in your post, our Customer Support team informed me that they already provided you assistance to resolve this situation. That said, I recommend you to contact them back if you require further assistance or if you have any additional questions about the outcome of your case.

 

I'll be here if you need anything else.

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