My experience with Versa 4 and Customer Service

[kmacvane]

I have been a loyal Fitbit customer for years. I’ve had many different Fitbit products & have participated in their beta programs for new products. My last Fitbit was a Versa2. 4 years ago it died & the customer service rep sent me a new one even though I had had that one for 2 years. Recently-another 2 year period- my Versa died again. Nothing would fix it. As I had done previously I got a discount toward a new one. I decided I am done with having to replace my Fitbit every 2 years. I switched to another brand & I don’t plan to return to Fitbit. A watch should last longer than 2 years. You need to create a better product. So long Fitbit

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @kmacvane. Thanks for stopping by in the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear about the inconveniences you had with your Versa 4. 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. Since your device was out of the warranty period, and therefore was not eligible for repair or replacement, we wanted 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. 

[kmacvane]

I understand it was out of warranty but shouldn’t the watch last longer
than 2 years. Every Fitbit I have had has only lasted 2 years.

[MarreFitbit]

@kmacvane Thanks for getting back and the details you've shared with me. I do understand where your concern is coming from. 

Please note that our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy  is set into providing as much coverage as we can. For more information about our warranty, see fitbit.com/legal/returns-and-warranty 

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/process, there's no so much we here in the forums can do for you as this is something that our Support Team handles based on our policies. As suggested above, please feel free to reach out to them again if you need further assistance or clarification regarding the outcome of your case. Thanks in advance!