DON'T WASTE YOUR MONEY ON A FITBIT, THEY ARE A USELESS COMPANY - UNWILLING TO HELP THEIR CUSTOMERS OR JUST TRY AND ASSIST IN SOME WAY

If I could give them 0 stars, I would! REF CASE #: ***8

I purchased a Fitbit Versa 2 in December 2019. Beautiful watch, with awesome features, BUT:

1. Since I purchased it, I have not been able to receive any notifications from my phone to this watch...so my question is what else is a smar****ch there for then? I have logged this NUMEROUS times, and all I get back is "Sorry, our technicians are still investigating the issue" and that's it. IT HAS BEEN MORE THAN A YEAR NOW

2. About 2 weeks ago, there was a software update that was rolled out. I have never had any issues updating my device. I have also not changed phones or internet providers or anything. I tried updating it myself a few times.

I tried using different WiFi networks, restarted my phone, reset my device, re-added it to my phone, updating over Bluetooth - NOTHING WORKED.

Because the device wants to update, it drains the battery so it actually dies on me halfway through the day.

I decided to contact their support team via the Live Chat function on the website. The service from the agents was really great and helpful.

I had to chat to 8 different agents, just to not have a solution to my problem.

To give you a summary, we deleted the device from my profile, reset it to factory settings, re-linked it, tried to install via WiFi, via Bluetooth, via Mobile Data and nothing worked. It got to a point where I had to do it over my data for a 3rd or 4th time (where it took 2 and a half hours to do) and it just ended with the same old "Update Failed" message and that I must please try again.

It got to such a point, where my device displayed a red cross and said the wipe and update have failed. I could not even get it to turn on, respond to touch, swipe between screens, etc. I had to do another hard reset and managed to just get the screen on again. I reverted back to contacting ANOTHER agent.

Just an FYI, all of the above stuff was recommended by the different agents, so we have been STRUGGLING with this non-stop.

Finally, the one agent recommended that we refer it to the warranty department, so I can have an exchange done, as there is still a year left on my warranty and they, as a support team, have exhausted all of their troubleshooting options. He said I would receive feedback that same day still.

About half an hour later, I received an email stating that my issue does not qualify for my warranty to be used and that I must please read their T's & C's.

AND THAT WAS IT. No "please let us try and help you" or "Please contact this person" or NOTHING! Just too bad, so sad, this is now your problem as a customer! WHAT????

Surely if all of the troubleshooting options are exhausted, there is something wrong with the device? I contacted the agents again, and the lady confirmed that she can't help me any more than any of the other agents did, but she will escalate the matter again. She said I must reply to the mail, which I did, but I have not heard anything back.

Just bear in mind, that this is supposed to be a MULTI-NATIONAL company. There is no place in South Africa where I can physically take the device to get reset or looked at or anything. They just said "Thank You" and that is that.

NO care for customer service NO care for customer satisfaction

I basically bought an almost R5000 device, just to not being able to use it properly. As a tech company, you would think that they know how important the updates are to make sure the tech communicates efficiently with other devices, etc. But no, this is now my problem as a customer - even though there is no way for me to sort the issue out and no assistance from them as a MASSIVE brand at all.

I am actually shaking with frustration at the moment. If I had 2 years or 3 years out of my device, it would have been different. But this device is STILL UNDER WARRANTY. So their warranty is actually good for nothing,

I have been a massive Fitbit fan and I have had 3 of their devices over the past few years. My whole family uses their devices and I have actually made the mistake of recommending them to friends, etc.

This is disgusting. All I wanted was a solution to my problem. Just someone to listen and help me sort this out. Instead, I am being left alone with the issue, and they are unwilling to even consider different options for a solution when even their own support team is out of options as to what they can do for me.