Water damaged Versa 2

[AnilAnhirode]

Hi all,

First time posting here. 

I received my Versa 2 in 2019 (boxing day).
I've been using it exclusively to track my swims at my local gym. The Versa 2 is water resistant up to 50m, my local gym has a depth of ~3m. 

One week ago, Sunday July 2nd, my watch died while I was swimming. 
I did not think much of it as I occasionally forget to charge my battery.

When I plugged the watch to charge the next day, I saw a battery logo appear with an exclamation mark. After closer inspection I noticed water droplets inside the sensors at the back. 

I got on the phone with customer support and they "resolved" my case by giving my a 35% discount code because my warranty had expired. 

I emailed back Fitbit support and I'm waiting for a response. 

I did not smash my watch with a hammer and expect a new one. 
I was using the product as it was designed.

I understand there is a warranty. 
But the watch itself is advertised as water resistant, and even allows you to track swimming as an activity. 

I can not find the Versa 2 on the Fitbit website but I can find it on Amazon under the Fitbit store.
After taxes I'm looking at  $213.57 CAD. 
With the discount I would have to pay $138.82 CAD for damages not incurred by myself.

I would just like a replacement Versa 2 or for the Fitbit support to offer a repair service.

What kind of insulting resolution is it for a customer to pay ~$138.00 to replace a watch that was damaged while being used within the scope of it's design. 

It sounds like Fitbit is saying; "yes, the watch is water resistant, but only while the warranty is active. After that don't come to us for help."

Can anyone advise me on how I can further escalate my case.  
I will call Fitbit support tomorrow and inquire about my email I sent them. 

Not happy at all with how customer support handed this. 

[Guy_]

Hi @AnilAnhirode - unfortunately the quality control is not the best and the seals are not so robust and do fail in time. For many the watch fails soon after the first year, so you had a good one.

Your statement is correct

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@AnilAnhirode wrote:

It sounds like Fitbit is saying; "yes, the watch is water resistant, but only while the warranty is active. After that don't come to us for help."

Once a watch fails outside warranty you may get a discount offer but only on a more expensive watch, which may not even have the features you are used to.

Often you can find a better deal in the shops or online to replace with the same watch model.

[AnilAnhirode]

To make things worse, the discount code can only be used on the official Fitbit website. 

The Versa 2 is no longer offered, the cheapest alternative smartwatch would be the Versa 4. 
Even with the discount code, they are expecting me to pay ~$190 CAD! 

I called customer support again today and asked them to have someone in the warranty department look into the email I had replied with. 
No response after 3 days since getting my discount code email from them. 

I was just tracking my swims with my watch, its not like I threw my watch against a wall and became upset it stopped working. 

This processes of dealing with customer support has been so frustrating! 

[Guy_]

@AnilAnhirode - thanks for the feedback, what does it cost to buy a Versa 2 in the shops or elsewhere?

[AnilAnhirode]

Amazon has the versa 2 for sale for a total of ~$213.00

Fitbit has responded to my email and they just brought up the warranty. They gave me a number to call them at but gave me a 'friendly' reminder that they would just say the same thing. 

I feel like customer support isn't trying to understand the issue. 

The watch was water damaged from tracking a swim, which it is designed to do!

I will give them a call again tomorrow. 

This is absolutely ridiculous. 

[Bertnky]

Water resistant does not mean water proof. I don't even wear mine in the shower for fear of failure. 

I can't afford to replace it! 

[AnilAnhirode]

Just got off the phone with an agent. 

I had mentioned earlier in this thread the warranty department sent me an email with a phone number to contact.
The number is invalid!

I called customer support again, they are saying 35% off a new smartwatch is the best they can do ($190 out of pocket for me).

This time they also suggested I could take it into any official Fitbit seller and inquire about a repair service.
Which would have to be paid by myself!

Seriously Fitbit, what kind of customer support is that?!
I have to take time out of my day, go to a Best Buy/ Walmart/ or equivalent, inquire about repairs, and pay for it out of pocket. 
That's how Fitbit "handles" their cases. 

Unbelievable.

I asked for my case to be escalated to Warranty department again, and for them to include a functional phone number for me to reach them at.