Versa water damage

[CoachShar]

I got my Versa about a month ago and although it took a while I was very happy with it once I got it. Minor issues with disconnecting Bluetooth but overall I was satisfied until I went swimming.

The Versa has a swim feature so I figured why not, big mistake. The watch died in the water. Note I was in the shallow end of the pool and not doing anything other than hanging out. I went home tried to charge it nothing.

Called Fitbit for a replacement and the customer service was the worst I searched and found that it was an issue for several people and was told by the rep that the "inconvenience of a few devices was not significant" ummm, I am a single customer and my watch breaking is significant. I was told to video all these steps and email them the video, however you can not add long videos via email and was told well they can not process anything without the video. I had to escalate to a manager that finally understood and had me send a picture of the device not working.

I was then sent a return label and the poor customer service continued. I mailed the device back and tracked it and once it arrived was told it will take 5 business days for approval to send me a replacement. After 7 business days I contacted them and was told they never heard back from the warehouse and can they have my mailing address so they can send me another one. It is over 2 weeks since your defective device broke and now you are finally going to mail me something.

I really want my money back at this point I waited a while to get the initial device and now I am waiting forever for you to return to me what I paid for. I have never seen a company care so little about their customers and treat me like me contacting is an annoyance and that they will fix my problem whenever they see fit.

Moderator edit: subject for clarity

[AlejandraFitbit]

A warm welcome to the Community @CoachShar.

Thanks for sharing your experience, I am sorry to hear about what happened with your Versa but it's great to know that you have already contacted our support team and are working with them for a solution. My recommendation is to keep in touch with support, since they are the only ones that can tell you which options you have. In the meantime, you can check our warranty policy.

Let me know if you need anything else.