Versa won't turn on or charge

[lauren_huffff]

This morning I charged my Versa because it had low battery. I removed it from the charger around 8 am and wore it as usual. I went to take a nap at 3:30 and when I woke up at 4 it would not turn on. I tried tapping the screen, holding the back button, but nothing worked. I tried to reset it by holding the back and bottom buttons and nothing happened then either. I then attempted the factory reset, holding all three buttons to no avail. I am incredibly frustrated because I have only had it for a little over a year, which means that it is no longer under warranty. Incredibly frustrating that it works just long enough to get past the warranty and then breaks.  

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @lauren_huffff, welcome to the Community Forums. Thanks for the details shared in your post about your Versa's recent behavior. I appreciate you have already tried to troubleshoot this situation before reaching us, I understand where your concern is coming from. 

At this moment, the limits of what we can do for you here on the public community forums for the issue you're experiencing have been reached, so I've contacted our Support Team on your behalf to look into this issue further and provide you with some options. Please keep an eye on your email inbox for further instructions. Note that 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. 

[Michelleohio]

Lauren, Unfortunately, your problem is pretty common, as you could tell if you scan the topics on this site.  I don't know how old your fitbit is.  If it is relatively new, I would go to the store and see if they would refund your money.  If the watch is less than a year old, it would still be under warranty.  If customer service is not able to correct the problem permanently, ask for a replacement.  If your watch is over a year, they will only allow 25% off another watch.  Be careful of replaceements.  The first one that they sent me lasted one week and the second one lasted ten weeks.  I was not able to get a third watch because it is now two months over the warranty, even though problems started in March and watches worked for only a total of another 11 weeks, which put it at a year.

[MarreFitbit]

Hello there @Michelleohio, thanks for stopping by here. I am sorry to hear that you went through that situation with your Fitbit Versa 2. We acknowledge the limitation we have on our part particularly on what you have experienced. We‘re taking into consideration your comments and sentiments with regards to our products and services.

Please note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. Then, if the tracker is deemed defective we review eligibility using the one year warranty option.

Additionally, our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy is set into providing as much coverage as we can.

I understand that the outcome of your case with our Support Team is not fulfilling your expectations, but keep in mind that every case is completely different from the other's, thanks for taking the time to share your experiences and feedback. For more information about the outcome of your case, please get in touch with our them again and also, you can check our warranty policies here for a better understanding of the information that they provided to you.

I'll be around if you have any questions present. 

[Michelleohio]

Thank you for your response.  A quick look at the topics under Versa Smartwatches shows how widespread the problem is.  My problem is not unique.  I have learned through this experience to encourage people to contact customer service as quickly as possible and to do what is suggested.  If the problem isn't solved then return to store if new or request a replacement if under a year.  It is sad that Fitbit sees fit to enforce the warranty so strictly, even when people are in the middle of problems.  In my case, I was two months over the limit.  It took two weeks total to get my replacements and several weeks of dealing with customer service.  A $200 watch should last more than one year and replacements should last more than one week and ten weeks.  I loved my fitbit, but when it doesn't work, it is worthless.  There is a systemwide problem with syncing and with batteries.  As someone who has been burned by this company, I feel that I have a responsibility to inform others, especially those that have not yet wasted their money.  If the problems are fixed, I may again buy one.  Until then, I am charging my battery twice a day while looking for a replacement from a company more inclined to stand behind their product.