Versa tracks high heart rate readings

[TreeNoelle]

I am not impressed with my Fitbit Versa or the customer service I received when reaching out to them for help.

I bought my Fitbit Versa in October of 2018, so I have not even had it for a year yet. Just recently, the heart rate monitor started acting weird. I never wear my watch to bed but put it on first thing every morning. When I put my watch on it said my heart rate was 170 BPM. I never have that high of a heart rate unless I am doing a good workout. I do not wear my watch in the shower or swimming and I always wipe it down after a workout.

I restarted my Fitbit, shut it off and turned it back on, did a factory reset, removed the device from the app and re added it, deleted the app and re added it, gently cleaned it with alcohol as it says to do that, read the help forums that Fitbit has, I tried absolutely everything. I had other people try it on while they were wearing an Apple watch to see if their heart rate was high and it was on the Fitbit but not on the Apple watch. 

I contacted customer service for Fitbit to see if they could help me. I was told that it was an issue that all Fitbit Versa (as well as all their HR watches) were having. It was a program issue and they were not sure if or when it was going to be fixed. I can understand that technology has its hiccups, but after spending a couple hundred dollars on a watch and to have it stop working properly within the first year, is very disappointing. I asked Fitbit if there was anything they could do as I am now out of a watch. Even though I am still covered under warranty, they were not able to help me with anything. They can't guarantee that the issue with the heart rate program will be fixed and they don't give any kind of reimbursement for the money lost. 

Not only am I upset that my watch doesn't work, but Fitbit has done nothing to help fix my issue or honor their warranty. I own 2 Fitbits and will never purchase from them again. I get issues happen, but good customer service goes a long way and unfortunately I did not receive that.

Moderator edit: updated subject for clarity

[JuanJoFitbit]

@TreeNoelle Thank you for participating in our Fitbit Community! By the way, I'm sorry for the late response.

Regarding the heart rate issues that your Versa is experiencing, I'm sorry about the experience and I totally understand how frustrating this is for you. Our team is actively working on a fix to this issue and we expect to have this resolved soon. Once a solution is available, we'll make sure to post it in the Community.

I really appreciate your patience and feedback since this helps us to keep improving.

I'll be around if any question arises.

[thali.vaz]

I have the exactly same problem and I bought my watch around the same time as you. Absolutely disappointed with the Fitbit support and customer service. I won't ever spend my money in another Fitbit and will encourage others to not buy.

[JuanJoFitbit]

@thali.vaz I'm sorry for the late response. However, It's great to see you in our Fitbit Community.

Regarding the high rate readings that your Versa is tracking, I totally understand how frustrated you are. Our team is working on this issue so that a solution can be released soon. Thank you for your feedback and comments.

If any question arises, please let me know.

[LynnetteBo]

Hi,

It’s now a year later and I’ve had this issue for more than a year. Still no fix, huh?