My experience with Fitbit Versa 3 and the Customer Service

[Since2017]

I have been a happy Fitbit customer since 2017. Having a fitness tracker has definitely helped me stay motivated. My newest Fitbit is a Versa3 that I activated in January 2021. I have been pretty happy with the tracker, until last week, when suddenly the screen portion became loose. I taped it together for a couple of days, but eventually the tracker became non-responsive and would not accept charge. 

I knew the 1-year warranty was 5 months past, but was hoping that the loyalty team might be able to offer me a solution. The email came with an offer for 35% discount on future purchase. To my surprise, the same discount is currently offered on the fitbit.com website to anyone, regardless of customer loyalty or experience. NO further discounts or offers are available according to the customer service team that assisted me today. Just wanted to post a fair warning to anyone currently using a Versa3, to carefully check the integrity of the screen before your warranty period expires, because once your year is up, you are totally SOL. Any recommendations from the community here for a different brand with better quality of product or company policy? Thank you and stay fit!

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Since2017. Welcome to the Community Forums. Thanks for the details provided in your post. We‘re taking into consideration your comments and sentiments with regards to our products and services.

Thanks for your question about why we offered a discount towards a new Fitbit product instead of a replacement of your existing Fitbit product. Our limited warranty provides repair or replacement of products that have a defect while still in the warranty period. Your device is out of the warranty period, and therefore is not eligible for repair or replacement, but we want to offer you a discount to thank you for your loyalty to Fitbit.

For more information about our warranty, see fitbit.com/legal/returns-and-warranty or please feel free to contact our team back so they can clarify any doubt. 

Thanks for your understanding. 

[Sehaarhoff]

I was impressed with the Company approach to the Ionic recall. Initially the experience trying to fix the unit was not great. I certainly think they can do better!!

[Since2017]

I am glad you eventually had a good experience with your Ionic. As for me, I have ordered my new Garmin Venu Sq and look forward to the experience with that company!

[Leander_S]

So what do you expect "Since 2017" to do with her watch now?

By offering her a discount you are pretty much telling her to go and just buy a new watch, don't you?

So people paying 200 bucks for a smartwatch that won't even make it through 2 years of normal usage will just go ahead and buy a new one for another few hundred Dollars?

Someone has just had a terrible experience with fitbit products failing at a very early point.

Fitbit now tells you: We are sorry, but you're out of our (ridiculously short) 1 Year warranty so we don't help you. But we can offer you a public discount so we at least get you to spend another few hundred dollars on a new watch!

As a customer you should not fall for these tricks and these Companies should once and for all offer replacement parts of their products.

They are stealing your decision on whether to repair your watch to replace the broken parts or to get a new device and replace the previous one.

You are basically forced to throw away your device and waste all those precious and limited ressources like Copper, Aluminium, Silicon, etc...

I would call this scammy business practice!

[Sehaarhoff]

Congrats!! Always exciting to try something new. Keep us posted?

S E Haarhoff