I have posted previously about my frustrations with my versa 4 experience, both the product and customer support. Today I was able to speak to a customer service manager (cliche I know) named Valentina. Initially she gave the company line that the policy only allows a refurbished replacement (this would be my *third* versa 4 in less than a year) and there are no options and no other recourse.
She said that most versa 4 products are working and I could expect the replacement to work. I asked if she’s aware of this forum and the major issues people are having and she said yes they “read it all the time” . It raised on obvious question though: if they are monitoring this board all the time, why has there been not a single response from Fitbit to the 134 message thread about the disastrous firmware update, almost all of which are reporting major malfunctions? I asked her and read her a bunch of the posts.
In response, she was apologetic and she told me she is escalating my case to see if there can be an “exception” for a refund or Google store credit.
She seemed genuinely taken aback when I mentioned the lack of response here from the company. I am not sure if it ultimately will amount to anything, but I hope others will raise this issue with actual people on the phone and there can be some accountability and actual dialogue from Google about what’s happened to the versa product line.
