Versa 4 not working even complained

[Aliyyah]

Notifications stopped working on my Fitbit device in September. Vibrate stopped working and this was reported as soon as the issues started. I reported this issue more than 3/4 times with the same response of either ‘nothing we can do as everything looks fine’ to ‘no response at all’ to ‘we can’t see an issue’. Not being able to see the issue on your system is now my problem as the device user I’m sure I would know that my notifications stopped working. Fast forward January. My device screen stopped working to the point it freezes on a split screen. This issue has been ongoing since December. I have been out of the country unable to make a complaint. Only when I get back and make the report they now respond with ‘we can’t do anything because you’re out of warranty’ to ‘we can give you a discount because you’re out of warranty’ I said this is unacceptable as you guys did not do anything back in September that’s not my issue as a customer fit but refused to help. It’s not my fault the issues got worse over time from my first complaint. You should have fixed it the first time. Disgusted by Fitbit when I’ve been with them for nearly 6 years. Never again will I be buying a Fitbit device or making any recommendations for the company or devices. I have gone 6 year always telling my family members about Fitbit and as soon as I have an issue with to my device it seems that Fitbit goes radio silent. Very upset. Will not be returning. What a shame. 

Moderator edit: clarified subject.

[Julia_G]

Hi, @Aliyyah , I am sorry that you are having this issue.  Here at the Fitbit Community it is mainly peer-to-peer support so we can’t really help with warranty issues other than to refer you back to Fitbit Customer Support.

However, it may be that someone could help you with the issues you are experiencing with a little more information.  Is your Fitbit syncing to your account?  If it is, I would first check to see if your firmware on the Fitbit is up to date.  If your Fitbit is connected to your account you should see a notification when an update is available.

If your Fitbit is updated, and charged, the next troubleshooting step would be to give it a restart .  After that, I would try to force a sync from your Fitbit to your app.  Once you have confirmed that it is synced (you can check in the app) then if the screen issues persist I would suggest re-setting it up - on the opening screen of the app choose the small icon top left (smart phone and watch).  On the next screen choose “Add more devices” then select Versa 4.  The app will ask you if you want to replace your Versa 4 with a new one.  Say yes and follow instructions from there.  (Please note I do *not* recommend doing this if your Versa 4 is not syncing because if it is not syncing you may not be able to add it back - please see this help article for information on troubleshooting syncing.

I’m sorry we can’t help with the warranty issue, but hopefully with help from the Community you may be able to get your Versa working again so feel free to post again with any further details of your troubleshooting steps.  Good luck!