My experience with Versa 4 and Customer Service

[SMontey1208]

My 16 yr old son saved up his money to buy me a versa 4 for my birthday in October. It has currently stopped charging and the battery is **ahem**!!  They won’t replace it because apparently it was bought from a 3rd party on Amazon. It’s really sad a company with such a big name can’t help out customers or stand behind their products that aren’t even 6 months old.  It says Amazon is a retailer but I’m sure my son didn’t realize it was 3rd party. We do t have 100’s to replace it and my son is devastated!!

Moderator Edit: Clarified subject

[Odyssey13]

Hi @SMontey1208 have you asked Amazon to get involved with the original seller? Sometimes they can help. If you paid for the Fitbit with a credit card, see if they can help you - often there is a protection plan that is offered by your card holder. Can't hurt to ask them. No, it's not your son's fault for not knowing it wasn't an authorized retailer, but that unfortunately happens. It must be Amazon as seller and shipper for it to be authorized.

[MarreFitbit]

Hi there, @SMontey1208. Welcome to the Fitbit Community Forums. I'm sorry to hear that your Versa 4 has stopped working. We‘re taking into consideration your comments and sentiments with regards to our products and services. I understand how your son must be feeling too. 

If you haven't done so yet, please follow @Odyssey13's advice. 

Regarding your inquiry about Amazon, please keep in mind that many things are sold by Amazon, but more than half of the stuff is sold by third party sellers. We provide support for your Fitbit device, but when it comes to reviewing your warranty, we provide a warranty if the Fitbit device was sold by Amazon or by Heartrate Monitors as  the warranty covers Fitbit products purchased directly from fitbit.com or an authorized retailer. We advise contacting the seller from whom you purchased the product for further assistance. 

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

Thanks in advance! 

[SMontey1208]

Yup Amazon won’t do anything after 30 days… unfortunately it’s a sad situation. I have already cancelled my Fitbit and listed it for sale. I hear great things about farming and their warranty. So we will be looking into them. But thank you!

[SMontey1208]

We actually did contact them before contacting Fitbit. Unfortunately they only offer 30 day replacement. I have read on many forums in the community that we are not the only one experiencing this after the new update but Fitbit won’t acknowledge it. Unfortunately it’s sad that such a huge company with such a big name don’t stand behind their products. My wife has cancelled her membership and we plan to move from Fitbit all together. As I see I am not the first customer to complain and customer service through the company is horrendous. But thanks!