Versa stopped working

[Mihr93]

Where can I get my Fitbit checked in the US? It went all black, I did a reboot from fabric as told so and still won't work. I'm aware the guarantee isn't available anymore but still I would love for it to be fixed. It literally has a year and 2 months since I bought it.  I live in Guatemala and there's no customer support for fitbit here.

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there @Mihr93, it's nice to see you around the Community Forums. I'm sorry to hear that your Versa has stopped responding, I understand where your concern is coming from and how you must be feeling. Thanks for trying to fix the issue prior to posting here, I'll be glad to continue helping you. 

Regarding your inquiry, please note that we don't have repair centers in any country where Fitbit trackers are sold.

When you performed the restart on your watch, did you feel a vibration? If you din't, please try the steps below:

• Clean the charging contacts on the back of your device and the pins on your charging cable using the instructions in How do I clean my Fitbit device?
• If the error "insufficient power source" appears on your device's screen, remove other devices plugged in to your power source, or plug your device in to another source.
• Try a different USB port or a UL-certified wall charger.
• Check the alignment and try reconnecting your device to the charging cable. For more information, see How do I charge my Fitbit device?
• Restart your Fitbit once again. For more information, see How do I restart my Fitbit device?

If the above steps don't work, at this point I recommend doing a factory reset (before doing so, make sure to remove your watch from your Fitbit account): 

1. On the device, hold all three buttons for about 10 to 12 seconds. 
2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive). 
3. When the device vibrates, release all buttons. 
4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.

You can follow the steps to set up the device after that: How do I set up my Fitbit device?

Take into consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account, your applications, alarms, etc. 

I'm looking forward to your response.

[Mihr93]

Yes I have done a factory reset as mentioned before but there is still no
response. The screen won't move and remains in the home page

[MarreFitbit]

Hi @Mihr93, I appreciate you had followed the tips and recommendations provided above.

Since this sounds a bit more serious, I've created a support case on your behalf - you should receive an email from Customer Support at the email you used to register with the Community forums. Note that we may take a bit long to get back to you since due to recent events affecting our operations, support options are limited and wait times are longer than usual. 

We hope your issue is solved soon. 

[ErikintheD]

I see this as “planned obsolescence “ and a strategic company tactic. I have been through two generations of products that quit working just under a year?  My Versa two lasted 8 months. Did all the recommendations. Even tried using my wife’s charger for the exact same product. Will Costco replace? Their seems to be a real lack of service to address the quality issues. Shame on me for getting burned twice.

[Diane922]

I contacted Fitbit several times regarding my versa. First it wouldn’t turn on then it wouldn’t reset then I didn’t get any face on it and then the battery was draining I was literally charging my Fitbit two times a day in order for it to get through and the last straw was when I charged at the very last time I unplugged it from his charger dumped it into my hand and dropped it on the floor it was so hard that I couldn’t hold onto it. Doesn’t work at all now. Buying an Apple Watch. Thank you very much

[Diane922]

By the way, the it was so hard was supposed to be it is so hot.

[Diane922]

Sorry, after the last recharge the watch never started up again. It too was just a few months over the warranty period. It doesn’t say too much for you.