Versa 4 button is unresponsive

[jshoff71]

I bought my wife a Versa 4 for Mother's Day this year and in the past week or so, the side button has stopped working. She has called and talked to customer service and was ran through a bunch of troubleshooting. They have been unable remedy the side button issue and unable to help us get the software update to take. On 2 different occasions, we got an email response back from customer service. The first one said that they would not replace the device because it had been replaced once already (this is not true, I'm not sure where the wires got crossed). The second one said that the product doesn’t meet the replacement requirements of our warranty policy. My wife and I are both Fitbit uses and I'm hoping someone here can provide some guidance.

Moderator Edit: Clarified subject

[Guy_]

Hi @jshoff71 - if you have synced then shutdown the watch from the watch settings menu and it didn't help and done a factory reset also and it is still a problem insist on a replacement as the warranty is a year and you are still covered.

Also in order to not be without watch for weeks or months insist they send you a replacement without return when one becomes available.

In the meantime you can use the watch and use swipe right, in most places, to go back.

[Talahthas]

Welcome to the Fitbit community, @jshoff71!

Sad to hear that you're having an issue with your Versa 4. If you haven't done so already, I'd suggest to give your device a rinse with soap-free water as there might be the possibility that debris is blocking movement of it's button. Please closely follow these suggestions for that:

How do I clean my Fitbit device? 

I'll keep my fingers crossed.