Pre-ordered Versa 4 not yet shipped

[natjim16]

I see that a lot of people are already using the Versa 4 and some are even wanting to return. I pre-ordered my Versa 4 in Waterfall Blue on 09/02 and it was supposed to ship by 09/23; it has not yet shipped. I've contacted support twice and they keep saying my case will be forwarded to a specialized team for review and they'll get back to me as soon as they have an update. Anybody else dealing with a pre-order not yet shipped?

[Fonfrizzle]

I’m in the same exact boat! So glad you called and posted this. I’ve been wondering about it this past week! I also don’t have any updates past “thanks for your order” 😕

[natjim16]

Wow, I really thought I was the only one. I hope they can figure both of our orders out and ship soon. I will let you know what I find out. You should also contact support on your end.

[Fonfrizzle]

Will do! Good plan 🙂 and I’ll let you know as well if I hear anything!

[SunsetRunner]

Same here. I called and was told the warehouse has my order. They did not plan for the volume of sales they have received, so are digging through the backlog. Hopefully soon.

[natjim16]

Well.... That's very unfortunate, but they had the preorder open for about a month. They should've known they would have a large amount of orders. Apparently they did not plan accordingly. Someone I know pre-ordered the black one and received it yesterday. 

[Kgall3661]

I am in the same situation. Ordered mine on the first day of presale. Have not been notified that it was mailed. Nothing to track. Just a long waiting game. Frustrating!

[mjv5460]

Hi, I am in the same boat. 

I placed my order on 8/31, and customer support has not been able to help.

I can literally go to a Best Buy a mile from where I live and buy it today. Customer support told me they can't cancel my order. My option is to send it back after they ship it. WTF?

[SunsetRunner]

Amazon is not that different, once the order has gone to the warehouse you can’t cancel it, only return it. The difference here is the amount of time it is sitting in the warehouse to-be-filled box.

Part of the problem is we are so used to instant shipping that when things take longer we get frustrated. I feel it as well, but given these extraordinary times cutting them a bit of a break seems fair. Their biggest mistake was listing a “ship by” date and not communicating any changes. In the age of supply chain management, that does not seem like an unreasonable request.

[JOHNNYBlaze]

I actually got mine the same day the email went out. No tracking number at all...just the luck of the draw I live in NC so maybe the warehouse they shipped from was closer to me. Right now after 5 days my versa 4 is a brick..black screen not functioning at all. Support is zero for it right now since they are still shipping them. 

[mjv5460]

With all the issues people seem to be having, perhaps this delay is intentional.

[JOHNNYBlaze]

Yes it could be. Better than getting a brick like me. 

[SunsetRunner]

We should not get too far ahead of the situation as we don’t know why there is a delay. Fitbit should let those in queue know why shipping has been delayed, but they have not been particularly good at sharing information in the past.

While we can’t see all the numbers since the Google acquisition, at peak Fitbit sold around 23M units in 2016 and in 2021 they sold 11M with a revenue of $1.2B. In 2021 they had 33M active devices. What we see on these forums is a microcosm of their user base who only come here for help with problems and are frustrated, me included. Those who have not had issues and are happy do not come on these forums.

I have no interest other than being a Fitbit customer since they started in 2007 who has been lucky to not have had any real issues with their products so far. My only complaint is on the lack of honest communications and transparency, which has not improved since the Google acquisition.

[jlcleaver79]

Same, same.  

[EricaJo]

Hello... I am in the same boat with you all. Reading everyone's reply has me with mixed emotions.   Communication has to be #1, even if it's a generic email to all of us.   I ordered mine the day of pre-sale and absolutely no communication. 

[RunnerMeganC]

I'm in the same boat. Ordered 9/16. Have heard nothing back. Have called multiple times. No one can tell me anything. They just say they are sending my request to a 'specialized team' and they will get back to me. No one has. No one has any answers. Super frustrating. Will honestly be returning the watch if/when I ever receive it. Constantly receive horrible customer service. 

[LissaxKristine]

Keep hounding them until they do something. The 45 day return policy is from the day you ORDER, not when the item is shipped or when  GET the device. It's based on the ORDER date.

So, if you ordered on August 31 like some people, you only have until a week from Saturday to return. (09/02 gives your return date as what? The 17th? That's in like two weeks)

[SunsetRunner]

From the Fitbit “terms of sale” contract regarding returns:

• request a return authorization within 45 days of your shipment date; provided, however, that for purchases made in November and December the deadline to request a return authorization is January 31st of the following year or 45 days from the date of shipment, whichever is longer;

• return the device and/or accessory, including all parts included in the original packaging, in good physical condition; and

• include the return authorization number with your return.

[JOHNNYBlaze]

Thanks for the reply. I ordered on September 9 they shipped it on September 22. I am returning the versa4 tomorrow via FedEx.  

[Kgall3661]

I called customer service this morning. I was on the phone for a little over 1/2 hour with someone. He put me on hold multiple times so he could talk to the ‘special team’. At the end, I was given a case number. I was told I would receive an email about my Fitbit (they are sending me a new one) and an email survey. Guess what? No emails received at all today. I don’t think I will receive the original order or the newly promised order. Now what? My credit card was charged on 8/27.