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Unable to receive a replacement for Versa 4

Replies are disabled for this topic. Start a new one or visit our Help Center.

‎10-31-2023 10:32 - last edited on ‎11-10-2023 05:19 by Fitbit Moderator

‎10-31-2023 10:32 - last edited on ‎11-10-2023 05:19 by Fitbit Moderator

Bought my Versa 4 back in January 2023. Going well until last few weeks the charge is not lasting a day or two until it now refuses to charge. Went on to Fitbit, told them the problem and last Wednesday I received my new Versa 4 (body only). Created new account on app and started to install but . . . . watch keeps restarting every 10 or 15 seconds, keeps churning out 4 digits to pair but drops connection. At one stage it was connected but then phone has to download an update for the watch, which it can't do due to restarting. Have been on three times to Andres, Jose and finally Vee-Jay. Sent pics of the sequence of events etc but none of them could sort it.

Got an email yesterday "Thanks for providing additional information. Unfortunately, your product doesn’t meet the replacement requirements of our warranty policy. For details about our warranty policy, see fitbit.com/returns. Our records show that this device was previously replaced, so we can’t replace it again. You can learn more about the latest options in the Fitbit family of products at fitbit.com/compare and fitbit.com/store. Thank you for understanding. If you have additional questions about your Fitbit device or services, visit help.fitbit.com.Sincerely, Vee-Jay I. and the Fitbit Team". 

Talk about screwing the customer . . . so the replacement is faulty but we can't replace that either!!!!

Moderator Edit: Clarified subject

 

Best Answer
2 REPLIES 2

‎10-31-2023 22:01

‎10-31-2023 22:01

Hi @mickeyt146 - your watch warranty is valid for the entire warranty period (minimum 1 year and in some countries 2 or more), regardless of if it has been replaced.

The replacement also comes with a limited warranty which can extend briefly the warranty period.

Check with customer support again and insist.

Author | ch, passion for improvement.

Best Answer

‎11-10-2023 05:38

In response to Guy_

‎11-10-2023 05:38

Welcome to the community, @mickeyt146. @Guy_ Thanks for your insights.

@mickeyt146 Thanks for the detailed information, and your efforts while contacting our Support team. I'm sorry you've had this experience, and I appreciate your feedback as it'll help us to work, as well as improve the service we provide. While I don't have access to your case, I went ahead to forward your post and it seems our team already sent you an email with more information. Make sure to check your inbox and keep an open communication with them.

Best Answer
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