Versa update bricked my device

[RacquelR]

I am EXTREMELY upset. 

After being a Fitbit customer for 8+ years, I am now done with Fitbit.

After a firmware update has completely destroyed my device, making it pretty much unusable, the only thing Fitbit can do to "help" this issue is by offering me a discount towards a new device.

My device was working perfectly until the update and now it turns off randomly, dies remarkably fast, and is just all around now a piece of junk. And now, I'm expected to go spend my money on another device at a small discount?

Yeah, ok. Thanks!

This is unethical and how you lose loyal customers, Fitbit. If it's your fault a device is no longer functioning, it's your duty to fix the issue. A small discount just drives customers like me away.

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @RacquelR, welcome to the Community Forums! 

Thanks for taking the time to share your thoughts and personal experience with your Fitbit device, I understand your situation and how frustrating this matter can be for you. I'd like to let you know that we are always striving to improve the Fitbit experience with our products and services, therefore, the feedback that's shared here in the Community Forums is always appreciated and really helpful for us to evaluate our procedures and make sure that we are delivering what our users want and need.

Since you already received assistance from our Customer Support team, I suggest you to contact them back if you require further assistance or if you have any additional questions about the outcome of your case. Also, for a better understanding of the information they provided to you, please check our warranty policies here. 

Let me know if you have any additional questions, I'll be around.

[adschuch]

The same thing happened to me. I FINALLY purchased this. It’s my very first smart watch. Loved it UNTIL this. I wish I would have never updated. Now my Fitbit has been useless. Ive done all the things they tell you to do. I haven’t even had it a year! I got it for Mother’s Day. It’s bull**ahem**. 

[cyclejam]

I would love to know what Fitbit is doing about all the problems the latest update has caused. I'm having the same issues, and have been a loyal Fitbit customer since 2013. I've had many devices and LOVED the Versa until the update. Heart rate isn't reading correctly, which means sleep isn't being tracked, and I followed all the instructions I could find on the community forum. I cleaned it, factory reset, etc. For the price, this device shouldn't die after just under a year - my first device lasted 5 years and the only reason I changed was to upgrade. 

I've been getting caught in the loop of this "Help" section - there's no direct way to chat with anyone that I can find, and now I see that email support is no longer available. I always bragged to everyone I know about Fitbit's exceptional customer service, but the fact that I can't even figure out how to contact anyone for help unless I open a Twitter account (which I've no intention of doing) makes it all very frustrating.  I can't afford to pay for a new device, I just want mine to work properly.

Please tell us what Fitbit is doing to resolve these issues and how we can get our devices replaced without having to buy something that's twice the price.

[Abbystevens]

luckily you should be in the warranty. I called yesterday for mine and they have a year warranty.