Wife's Versa is constantly jumping around and vibrating

[SunsetRunner]

Hello everyone, 1st post. I bought my wife a nice Versa, but the dang thing jumps around like crazy. Half the time it's on her wrist, it's vibrating and the screen is 'twitching' or 'jumping' . I've done the reset thing, but it seems every time I turn around the thing is malfunctioning! Did we just get a lemon? She keeps it charged, and uses it everyday, but she's asked me a few times now to fix it, and I have no clue other than reseting it. Is it time to return it?

Moderator edit: updated subject for clarity

[AlvaroFitbit]

@SunsetRunner It's great to see that you've visited the Fitbit Community!

I will assist you with your unresponsive Versa and thank you for restarting it. Try cleaning the device and then do a Factory Reset. Note that you will need to set it up again.

Let me know how it goes.

[SunsetRunner]

Thank you, I will try the factory reset tonight. This won't erase
everything from her history will it?

[AlvaroFitbit]

@SunsetRunner the data on her account won't be affected but make sure you sync the device before doing the Factory Reset as all data on the Versa itself will be erased.

I look forward to your update.

[SunsetRunner]

Ok, did the factory reset and updated. Still getting the exact same
reaction. It twitches between screens, and doesn’t respond to pressing the
screen. I can send you a video if it helps? This seems like a mechanical
problem

Kevin

[SunsetRunner]

I give up. I can't get the thing to work correctly. The screen just doesn't allow input, it randomly jumps around, and it's unsettled... and now, so am I. Putting it to rest now. I hope you have a resolution in the A.M. Thank you for your help.

[SunsetRunner]

I'm trying to send a video of the Fitbit Versa problem to further illustrate what we are dealing with. Perhaps it will post here.

https://www.youtube.com/watch?v=layvSD8pjMQ&feature=youtu.be

[AlvaroFitbit]

@SunsetRunner thank you for following the suggestions and sharing the video. Since the issue persist please let our support team know about it so they can further assist you. You will get an email from them.

Keep me posted.

[SunsetRunner]

Maybe they'll try reaching me today. Nothing yet.

[AlvaroFitbit]

@SunsetRunner thank you for the update. The team has usually a 24 to 48 hours window to send a reply so please allow them some time to reach out to you. Still let me know if they don't respond to you.

Keep me posted.