Versa switches off, won’t keep charge, doesn’t track swim lengths

[Avasmum]

I bought my Versa in mid-2019 and love(d) it. 
in the last 3 months I’ve been having the below issues.

1. Versa Switching itself off

The first time this happened was yesterday. I was swimming and the watch, which was 70%+ charged, turned off. I held down the buttons for a restart and it came back on but it did alarm me. 
When I got back home, I read these forums and tried the following:

* hold down the 3 buttons for about 3 mins. — didn’t work

* reset to factory settings — didn’t work

* removed Versa from fitbit app and reconnected/started fresh — did not work (woke up this morning and Versa was off) 

2.  Versa Not holding charge

I noticed this yesterday while I had disconnected and re-linked my Versa to the app. It was in the charging cage and at 99%. But moments later, I saw it was at 57%. When I tapped the screen of the Versa, it then showed 99%. 
I charged it to 100% as I’d re-linked it and reset it and when I woke up this morning to a dead Versa, I pressed the 3 buttons to restart it and it showed 54% battery. 
I have it the Brightness set to dim. And I have Screen Wake set to manual. And I have Screen Timeout set to 10s. 

3.  Versa no longer tracking swim lengths properly

In approx September this year I noticed it started to not track my swim lengths properly. 
I’ve used it for swimming since I purchased it and never had a problem up until September. 
 And my main reason for a Fitbit Versa was to track swim lengths since I can make calls/pay/check time etc all with my phone. So without the swim tracking the Versa was becoming less useful. 
Now, the Versa not holding charge and switching itself off has become totally unreliable and useless. 

Does anyone have any other suggestions on what I can try before this Versa goes in the bin? Thanking you in advance. 

[EdsonFitbit]

Welcome to the Fitbit Community @Avasmum.

I'm sorry to hear about the difficulties you experienced with your Fitbit Versa. Thank you for the information provided and for trying to resolve the issue before contacting us.

I noticed that you've been in touch with Customer Support. I'm pretty sure they will do their best to provide a high level of support as soon as possible. Thank you for your patience while dealing with this situation.

If you have any question, please let us know.

[Avasmum]

They have responded but I am waiting for another response. So far, this is unresolved.

[EdsonFitbit]

Thanks for the update @Avasmum.

Our team will get in touch with you to continue providing assistance. Please keep an eye on your inbox during the next days.

Feel free to contact us back if you have any question.

[Avasmum]

Dec 16 update

Dec 24 - After I troubleshooted my Versa, I did the online Chat with Fitbit.

They could establish (and see) that yes in fact, my Versa was not holding charge and turning itself off intermittently.

At first, I was advised I was approved for a replacement but it could NOT be shipped to where I am currently located. I said that was no problem, the replacement could be sent to a country which Fitbit could ship to and I would get it from there when I can eventually fly (I am grounded at the moment due to covid).

Nov 27 - My case was escalated and I was then approved for a replacement to be sent to where I am currently located.

I was told it would ship within 2-3 days. I allowed some time for delays due to Thanksgiving.

Dec 8, when I noticed that my order was "still in process", I emailed using the SAME email address and same Case # ID, to follow up and did not hear back.

I emailed on the Dec 8, 9, 10 & 11 with ZERO response.

Dec 11 - I then called the 877 623 4997 number on the bottom of the Order email and spoke with someone - explaining everything above from Nov 27. The guy said he would escalate this issue to find out why it had not shipped and would get back to me within a couple of days.

Dec 15 - I had NOT received a follow up to ANY of my emails in Dec or my phone call so I called the 877... number again and requested to speak to a supervisor as I was not happy with the "customer service" I had received so far. The lady I spoke to was not sure why my order was still in process and to try and resolve my problem, said she would cancel my initial replacement order and reorder. She said she would email me the Order details and also email me from *her* Fitbit email so I could write to her directly if I had issues. She told me the order would be shipped within 1-2 days.

I had noticed that I did not receive the same Order email as my first replacement - where there is a link I could click to chase the order. So I responded to the lady's email she sent me, asking for a way for me to track the shipment. 

Dec 16 - I had not heard back from the lady and then realized she had NOT sent an email from her Fitbit email but the same one I had emailed daily to and received ZERO response to in Dec.

I called the 877.. number and the guy I spoke to said that he could see the new replacement order and that if I did not receive a Fitbit email notifying me of my shipment with a DHL tracking number by tomorrow, to call up.

[BiancaV72]

I am currently at the start of your journey - still awaiting the initial reply and follow up to my issues (inaccurate HR, not holding charge and this morning also not tracking swim🙁). Am currently checking out the Garmin range (friends have had amazing customer service when things rarely go wrong) - bit pricier but happy to pay for good customerservice 😊 goodluck.