Versa won´t turn on

[SunsetRunner]

Long story short, someone hacked into my account a while back, changed my email address, called into fitbit to order a new fitbit (complained it was broken) and fitbit mailed them their new fitbit and disabled mine. The support team were kindly able to fix my fitbit for me as it was disabled due to the fact that they sent out a new fitbit.

Anyways, now i am having lots of trouble with my fitbit and its basically shut down... I spoke to a CS rep who said that they wont send me a new fitbit because this would be my 2nd replacement... when in fact, i never actually got a replacement the first time (it was the hacker that got it).

They said that they would escalate it but nobody has gotten back to me yet about it..

hoping someone can help me out. 

thanks

Moderador edit: updated subject for clarity

[Odyssey13]

Hi @SunsetRunner  interesting Fitbit didn't ask for the return of the device, which would have helped prevent this from happening to you. Anyway, this is something the community can't help you with, so I notified a moderator to stop by to see what's going on.

[SunsetRunner]

Thank you. That’s what I thought too. 

[MarreFitbit]

Hello there @SunsetRunner, it's nice to see you around the Community Forums. We're sorry for the late response, due to recent events affecting our operations, we're taking longer to respond.

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've seen that you called our Customer Support Team  after posting here who gave a discount option as per our Warranty Policy. This is the best option to help you get back on track with the Fitbit family I'm sure our team will be more than glad to help you further with this. 

If you have any further questions in regards with the resolution given during the call, don't hesitate to communicate that to our Support Team so they can tell you if there's any other options for you.

Thanks for flagging the post @Odyssey13.

Thank you for your understanding. We hope to get you back on track soon. 

[SunsetRunner]

It hasn’t even been two years since I had it. How come your trackers just shut down? This is very upsetting to someone who bought a Fitbit for her husband as well.