My experience with Versa 4 and Customer Service

[NancyinCanada]

I bought my Versa 4 in November 2022 and have had issues since the start of 2023, no more than a couple of months in.  I started contacting FB to see what could be done as my sleep tracking was totally erratic.  After weeks of trying to get FB to help with this issue, I have just discovered how they have covered themselves with their warranty - which is basically no warranty at all.  A warning to others that you will never get satisfaction if you have a Versa 4 with defects.  They just won't do anything but string you along with suggestions:  wear the band tightly, wear it on the non dominant hand, wear it backwards, re-start, factory re-set, set for a manual sleep  - I have done every step suggested.  Each time, nothing or very little was recorded in the way of sleep.  I would be dead if I slept as little as is recorded over the past year.

Sometimes there are days and days between the FB suggestions so that it gets confusing knowing what I've tried last.  The bottom line is that FitBit does not stand by you when you have a problem....even 3 months in to a purchase.  I note the Versa 4 is labelled "new" now.  Why is that?  And why doesn't FB honour people who have bought their products for years?  Very poor customer care.  The reps were very nice but I'm sure they are told to tow the party line until the customer is fed up and exhausted trying to get some sort of solution.  Very, very poor form.  

Moderator Edit: Clarified subject

[MarreFitbit]

Hello there, @NancyinCanada. Thanks for stopping by in the Fitbit Community Forums and sharing the details about the issue with your Versa 4. I'm really sorry to hear about your experience. We‘re taking your comments and sentiments in regards to our products and services into consideration.

Even though, I truly appreciate that you've taken the time to come here and share your experience, please note for this kind of inquiries/cases, there's no so much we here in the forums can do for you as this is something that our Support Team has been troubleshooting with you. With that being said, please feel free to reach out to them again if you need further assistance or clarification regarding the outcome of your case. 

[Wesu]

I share your sentiment. I had a question regarding a function and contacted support through chat. The agent I got appointed to explained all sorts of different functionalities and didn't seem to understand my question. He concluded saying that it's simply not a function in the Versa 4 (which it is), so I asked to be appointed a new agent. The conversation moved over to email, where I got appointed a supervisor. They explained a bit more in detail about something vaguely related to my question, but still couldn't answer my question. I replied to the email, thanking them, and repeating the question as it still hasn't been answered. I got appointed a new agent, a new supervisor, and we had to start the dialog over again. I still haven't had an answer, and it seems they've dropped the line completely thinking it's resolved now.

While friendly, they don't seem to understand me or simply don't understand how the product even works. It feels like outsourced customer support.

[NancyinCanada]

Everything you say happened to me. It would be laughable if it wasn't so
frustrating. My issue has not been resolved either but I notice they keep
coming out with new models. I won't buy another as they are no longer
reputable in my view.

[NancyinCanada]

I have reached out several times and won't waste any more of my time.
Either you know I have a legit problem and are choosing to not look into
the issue or you really have no answer.