My experience with Versa 4 and Customer Service

[Versa4_user]

I received a Versa 4 as a Christmas gift in December 2023. The battery died twice a day while my friend's lasted for multiple days without a charge. I filed a claim and received help returning my Fitbit on January 22, 2024 with an estimated 5-10 business days before I would receive my replacement. I never heard back from the Fitbit team, so on February 7 I reached out again and they said that they have received my return, and will get the replacement sent. Still nothing. I reached out again a few days later and they said they will process the replacement and that it will be 5-10 business days to receive. This is already almost 1 month after initiating this replacement and no initiative from Fitbit to help me get my device. I reached out again today to figure out the status of the return and they said that there are delays in shipping and that it will be longer than expected to receive my device. You can purchase a brand new one and receive it in 2 days so nothing is adding up. I am very upset with the customer service and the lack of help and support with a brand new product. This product is not worth the headache as I need it for marathon training and have already been out of a device for a month. I will be looking into purchasing a new device from a different company to ensure that I can continue my training.

Note: It also looks like they are replacing my brand new Fitbit with a refurbished device. Very disappointing.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Versa4_user. Welcome to the Fitbit Community Forums. Thanks for the details provided in your post, I'm sorry to hear that your Versa 4 replacement is taking too long to ship. I understand how you must be feeling as it's been almost a month in the waiting. We‘re taking your comments and sentiments in regards to our products and services into consideration.

Even though I truly appreciate you took the time to come here and express your feelings towards your experience with your Versa 4 replacement and also want to find a resolution to your issue, please note this kind of inquiries is handled with our Customer Support only. Since you have reported this matter to them already, please note there's nothing left we here in the community can suggest other than waiting for them to update you regarding your replacement status.

Since you already have a ticket open with them it'd be easier to continue the follow up on this matter with them directly. They will tell you what's next! 

For more information about our warranty, see fitbit.com/legal/returns-and-warranty 

Thanks in advance!