Versa black screen

[dslunceford]

Edit: Original subject included that the Versa died after just two months; moderator updated subject.

I had stopped using Fitbit devices after needing multiple replacements for my Charge due to rubber peeling away from the unit and it just outright stopping. Fitbit was really good about replacing the device each time, and pretty quickly as well. 

I decided to pick up a Versa, however, after reading mostly positive reviews, and I enjoyed the device for two months until I got the black screen of death that (I now see) many others have posted about. After running out of a charge overnight, the device was able to recharge and sync, but no luck in getting the screen to turn on. 

On the plus side, support was prompt over chat on 7/5, and there was no asking to video the issue or anything like others who first reported the issue have mentioned. However, I can't fathom why Fitbit isn't cross shipping replacements. It would be such a better customer experience to simply take my CC info, ship a replacement device immediately and get authorization to hit the CC for cost of the replacement if the defective device isn't received after a certain amount of time. Instead, I've been told to expect to be without a replacement for three or more weeks.

I reported and dropped off my Versa at FedEx on 7/5. They must be using the slowest shipping possible, because as of 7/10 the device had made it a whopping 51 miles from my home. Today it shows it in Indianapolis en route to Plainfield, IN, which I am assuming is their warehouse. My understanding is that after arriving at the warehouse, it will take up to five days to verify, then another 3-5 days to prepare to ship something back. Unless that's overnight for the return shipping, that's another 5-7 days. In the meantime, no one in support has answered if my warranty will be extended for the ~3 weeks I will not have the device.

My gut instinct was to simply return the Versa to Macy's, but the rep assured me the process would be simple. It is simple, but it's very anti-customer and a terrible experience, and that's not even taking into account the disappointment I have in the device becoming bricked after just two months. I guess that's what I get for buying into the hype of how this was a revolutionary product, despite knowing the limitations (no Apple health kit integration, etc).

Moderator edit: subject for clarity

[AlejandraFitbit]

Hey @dslunceford, welcome to the Community.

I am sorry to hear about what happened with your Versa but it's good to hear that our support team already provided you with a solution. I know that the waiting time is exhausting but your patience is appreciated.

I recommend taking a look at the following help articles to have more formation about shipping methods and our warranty.

• About Fitbit purchases and shipping
• Fitbit warranty policy

Let me know if you need anything else. 

[chugalug]

These posts appear to reference the same issue, so this looks to be a widespread problem!

https://community.fitbit.com/t5/Versa/Battery-screen-dead/m-p/2827958#M34008

https://community.fitbit.com/t5/Versa/Versa-display-not-working/m-p/2828004#M34014

Fitbit needs to make a pinned post about this problem and issue a statement on the proper resolution method! 

[dslunceford]

@chugalug - it would appear to be more than that. I actually had posted a reply to you that linked to a dozen or so Twitter reports, some YouTube videos and 16+ threads here in the Versa forum, but for some reason it's no longer showing up. Maybe @AlejandraFitbit or another mod removed for some reason?

In the meantime, it looks like I'll be without my device for three or more weeks. Was shipped back on 7/5 using the Fedex label Fitbit support provided. It was delivered to warehouse on 7/12. Support needs five business days to verify, then another 5-7 business days to ship back.

[chugalug]

Very interesting... I just talked through the process with Support (excellent customer support experience). I will be printing the label and starting the return process today. Hopefully they will figure out how to speed up the process if it is becoming so common! 

[vjalander]

I just am mailing mine in today. I'm furious and it's slow and it's insane.  They should take a CC ship replacement and at same time i mail mine back.  Especially since I had to wait 6 days for them to ship me a new charger first.  I am not impressed and now seeing how endemic this issue is becoming I am beyond frustrated.  I chose Fitbit b/c i wanted to step away from the phone (to easily disconnect) perhaps I should have done the Apple in the first place... 

[dslunceford]

They’ve now failed to meet their promise of “up to 5 business days to verify receipt by their warehouse” (delivered on 7/12). My device was sent back on 7/5, so it’s been a full three weeks without any return shipment in sight.

At this point the fact that a $200, brand new device was defective just 2 months in is of minimal concern. Their warranty process in handling and responding to their defective equipment has lost them a customer for life. I plan to eBay the Versa when it is returned and wash my hands of Fitbit going forward. All because they have implemented a horrible warranty process. 

[dslunceford]

At wits end. From email support with FB:

Today at 8:33pm

Ghia, it has exceeded 5 business days:

7/12, 7/13, 7/16, 7/17, 7/18, 7/19. Regardless of whether you start the clock day of receipt, or day after receipt. Regardless if you mean EDT, CDT, or PDT from a time zone perspective, you’ve missed your (multiple) promises here. 

--Steve

On Jul 19, 2018, at 7:29 PM, "https://contact.fitbit.com" <https://contact.fitbit.com> wrote:

Hi Steve,

Thank you for writing back and for your inquiry.

We're sorry to hear that the service provided to you was not as you expected and we would also feel that way if we were in your situation. We didn't mean to make you feel that way as we value you as our customer and your satisfaction is our aim.

Upon checking your tracking number 023963346112145258, it shows that your package was already delivered at our warehouse last July 12, 2018. We do not yet have a return receipt record of your Fitbit Vera at our Returns Center.

However, as per our warranty policy we can only send a replacement after we received the return. Once the return has been delivered, please allow us 5 business days after the return was received to complete necessary documentation to finalize the request. Note that business days excludes weekends.​​

Once our warehouse team confirms, we will proceed with the replacement in expedite shipping. This means that once our warehouse team has finished all necessary documentation, we will process your replacement promptly and your replacement should arrive within ​2​ t​​o​​ ​3​ business d​​a​​y​​s ​​from the date of shipment.

Rest assured that we will provide an update once the item has been received and confirmed in our warehouse.

We hope for your understanding and patience regarding this. Let us know if you have any additional questions.​

Sincerely,

Ghia D. and the Fitbit Team

[dslunceford]

To close this out (for now) I received my replacement back late yesterday and it is up and running. So 20 days total starting the day I shipped back. Again, having a policy to cross ship replacement with defective device, with understanding that a credit card will be hit if the defective device isn't received, would provide a much better customer experience and protect Fitbit from loss if there is no return. Crossing fingers that I have no further issues, as I am beyond my return date. I plan to keep the Versa for now vs eBaying it, as dang it, I really like the device.