Customer service

[crissi73]

I bought a Versa 4 a YEAR ago. It NEVER worked. I called for a replacement, never received a return label or an email until I sent one saying I hadn't received one. I got an immediate response that they hadn't heard from me so they were dropping my complaint and request. I have reached out YET AGAIN and it's been WEEKS. I've reached out three times and STILL nothing. This was a gift for my daughter. At this point I just want my money back so I can buy her something else. If I ever get this resolved I will never buy a Fitbit again. I'm so frustrated and so DONE. Anyone else have advice on what to do? I've tried emailing and calling and their stupid bots... nothing gets accomplished except my temper flaring. 

[Guy_]

Hi @crissi73 - if you did a chat via the Fitbit App, Help & support section, Contact Customer support there will be a record of your case.

If the watch is no longer under warranty (1 to 2 years depending on country) there is nothing you can do but try and resolve what is not working by posting here.

If there is evidence of a warranty claim insist on a resolution again via chat.

[crissi73]

I've done that three times. I have screenshots and the RA #s. How hard is it to send an email to return a product? That's all I've asked for and I get ghosted every time. At least YOU answered back. That's more than what I've gotten in response to not receiving an email to return it for a replacement. 

[crissi73]

Follow up: I finally called and got a human being. A human that said there were NO records of ANY of the chats I'd already had. I informed him I had screenshot them all AND I provided chat ID numbers as well as both RA case numbers. Magically, after that I FINALLY got my return label. I know I'm coming across as a psycho Karen, but I am not wealthy, so it was a bit of saving to get that for my daughter for her birthday. That was all she'd asked for. It should never have been dragged on for a year. Thank you for your sage advice and for responding to my post. 

[Debbie7654]

I also am having issues with the versa 4 I purchased in October 2023. It started having  issues in December.   I have been  in contact with  Fitbit. They have sent me 2 replacement but neither of them worked. I found out they are sending me refurbished replacements.   I purchased it NEW  through my pharmacy. They told me because it doesn't work I have to go through Fitbit. I can not return it to them.  I told fitbit I would not accept a refurbished replacement. I wanted a NEW versa 4 or a refund. The last email I received from them on 2/2/24 stated IT WASN'T GOING TO HAPPEN.  So what I would like to know is where do I go from here?   I paid $200 for this versa 4, I am retired and do not have disposable income. I am a diabetic and wanted this fitbit to track my steps, sleep and glucose. Now I have spent $200 and do not have a working fitbit or the money to purchase a different brand smart watch.  Would anyone know where I can go to get help with getting FITBIT to honor the warranty?

[crissi73]

I called until I got a human to speak with. It wasn't until I'd told them I
had screenshots and saved emails and that I'd file a claim unless I
received a new one. I haven't received the replacement yet. They already
have the one I sent back.

[Debbie7654]

Crissi73,

Thank you for responding to me. I appreciate it.  At least YOU care.    When the original versa 4 I purchased stopped working I did talk to a "LIVE" person. They replaced that one with another versa 4, with I found out was a refurbished one.  That one did not work either.  They replaced it again with another refurbished versa, which also does not work. I DEMANDED a NEW versa 4. Thats when I was told  "thats not going to happen"  What are your thoughts on this?  I am only in  the 3 month of my warranty.  They insist they do not have to give me a new one.  I just want what I paid $200 for, a NEW Fitbit Versa 4 that WORKS!  No more no less!

[crissi73]

I don't understand why you can't get a new one to replace yours. If you
bought it new, it should be replaced with a new one. I'm sorry that you
have also had a bad customer service experience. I don't understand how a
company won't stand behind it's products. In your situation, I think you
should have a legal consultation to seek a resolution since you keep
getting replacements that aren't new, nor work.

[Guy_]

HI @Debbie7654 - there was a new V4 Fitbit App released in September 2023, this has been extremely problematic and the issues you are experiencing may be related solely to the app and not the watch.

Rather than insisting on getting another watch which will probably not fix the issue and means being without a watch again during the exchange try resolving the issue by posting the problem on this site as a separate post.

That said, if you raised an issue with support and got a replacement from them within 45 days of purchase you might try to claim a refund as they failed to satisfy during the refund period. Worth a try.

[Guy_]

Hi @crissi73 - the Fitbit warranty policy mentions receiving a refurbished watch, it isn't what customers expect but as they offer a 45 day refund policy there would be a huge stock of returned watches otherwise.

Several of the refurbished ones I have received were faulty or didn't even work, so the checking is not sufficient and a new one would be a better approach for the customer.

Because of this it is always better to request a refund during the first 45 days if there is a problem. Buying a new one starts a new warranty period too.

[crissi73]

Thank you for the information. I wasn't aware of that. I wish that I had
read better and caught that. If the replacement I get isn't working I will
have to just chalk it up as a loss and I definitely will not purchase
another one after the fiasco I've dealt with for almost a year now. I never
had an issue up to then, but this one has definitely given me pause to not
purchase anymore of their products. I'm already saving up for a different
smart watch for my daughter just in case I get another dud. I will fire up
the bifocals from now on and make a better effort to read fine print. Lol
Thank you again for your information and response.

[Debbie7654]

Thank you. You have validated my exact thoughts. They told me when a
request comes in for a replacement they send out whatever they have on
hand. And most of the time it is refurbished fitbits. How does a company
stay in business treating their customers like this. Did you see the Versa
4 has been discontinued? they are no longer making them. Just great for
all the people that own this problem filled fitbit
Debbie

[Debbie7654]

Hi Guy
I did request a refund, Within 45 day of purchase period. I was told
"thats not going to happen" this is in writing on my account. This is
some very bad customer service. If the problem is the update, they have to
know by now, with all the complaints. Why don't they fix it. Instead the
solution is to stop making the versa 4.
I will make a post and see if I can get any answers
Thank You
Debbie