Fitbit Customer Service Issues

I am experiencing an issue with my Fitbit Ionic. This morning while recording a bike ride, the screen suddenly went blank. I have tried the recommended methods of turning it on by holding down the buttons, but with no success. Despite being fully charged yesterday, it will not charge now and won't sync with the Fitbit app. I have been pleased with it so far, using various apps including those for banking purposes. Prior to this, I used the Fitbit Charge 2 for years. After browsing the Fitbit community, I see many others have faced similar problems without a satisfactory resolution. Unfortunately, I do not have the purchase details available. Sincerely, Cam F.

Hello, my name is Sipho Popotwane. I bought a Fitbit device around 3 months ago. Last week, while swimming, the device froze and then turned off. Interestingly, this hasn't happened before when I swam with it. My wife has the same device, and she swims nearly 5 times a week without any problems. I'm now having trouble tracking my training, which will affect my vitality points. I would be grateful for your assistance. Thank you.

I have had my Fitbit for years without major issues, but since a recent app update, I have been experiencing daily syncing problems with my phone. I find myself having to force stop the app, restart my phone, uninstall and reinstall the app, and toggle Bluetooth on and off just to successfully sync. Some days, it won't update at all, leading to gaps in my data. I was considering getting a Charge 2 for my birthday this month, but due to the ongoing syncing issues, I am contemplating switching to a different brand and app. This level of difficulty is new to me after being a loyal customer for years.

I bought a Fitbit Alta approximately 2-3 years ago. Recently, I got a new wristband from Amazon as the old one broke. Lately, my Alta has been malfunctioning, despite being fully charged. It stops tracking and shuts off, requiring me to reset it by plugging it back in. The charger clip also broke, and I got a replacement from Fitbit.com. It has been working on and off, but now it has completely stopped. I followed the reset instructions on the help site without success. I've seen others with the same issue on the website. I invested in the Alta, a new band, and a charger. Do Fitbit products only last a few years? If that's the case, I wouldn't have chosen Fitbit. I'm interested in buying a new Alta to use my new band and charger, but I noticed only the Alta HR is available. I hope Fitbit stands by its products and can assist me.

I accidentally cracked the screen on my Fitbit Versa. Initially, the device still functioned, albeit with a weak battery life. Unfortunately, the screen has now completely stopped working. I belong to the wellness program at Fox Metro Reclamation District in Oswego, IL, which has acquired about 50 Fitbits over the past two years. Upon experiencing issues with my Fitbit, I alerted Dan Rivera, the software technician managing the program. He suggested reaching out to customer support for a potential replacement.

I was given a Fitbit Alta HR, size small, as a gift for Christmas. Unfortunately, a few months ago, I lost it and it was recovered in a public area. The band came loose from the watch causing it to fall off my wrist. It has nearly slipped off multiple times since, making it unwearable as the band won't stay attached to the watch securely. I enjoyed using my Fitbit and its features, and I hope to be able to wear it again without the worry of it falling off. Thank you, Helen Deacon.

I have been unable to receive notifications on my Charge 3 for a few weeks now. I have attempted all the troubleshooting steps mentioned in the discussion forums repeatedly, including restarting, rebooting, hard and soft resets, uninstalling and reinstalling the app, adjusting Bluetooth settings, and checking notifications on both my iPhone 7 and the Fitbit app. Despite all my efforts, I have not been successful. I am considering avoiding this brand in the future as I have noticed numerous complaints online from other Charge 3 owners who are also dissatisfied with the smart features not functioning properly.

I purchased a Charge 3 from Argos around 3 months ago. While playing football yesterday, it suddenly stopped working, showing a black screen. I have attempted to charge it using various outlets with a USB cable. Initially, I saw the "smiley face" and a single line, but today it briefly displayed the home screen for a second. Currently, it won't vibrate, and the main button is unresponsive. I have taken good care of it, so the issue is not due to mishandling. I suspect there is a power-related problem with the device. I would appreciate a replacement if possible. I am eagerly awaiting your response. Thank you. -Kevin

I have sent photos showing the top of my Fitbit Versa coming apart. This issue occurred on another device about 8 months after purchase, and although a replacement was provided, the warranty now seems to have expired before the one-year mark. This is troubling as I have praised the service received in the past. It is disappointing that the device did not last long and I am now only being offered a discount, not a replacement. I am hopeful that someone in a more senior position can look into this matter and arrange for a replacement. My case number is [redacted]6.

I received a FitBit Versa for Christmas, and since September, the device has been losing significant time every day. Initially, it was losing 15-18 minutes per day, despite syncing it each morning. Now, three weeks later, the device is losing 20-35 minutes each day. I searched online and attempted troubleshooting, but the device is not keeping time efficiently at all. This is my 3rd FitBit, and I've had no issues with my previous two (I passed them on to other family members). I really love the watch face of the Versa, and I'm disappointed that it's starting to fail on me, as it has been my favorite. I am wondering if it is possible to get a replacement. Thank you for your time. Fiona L.

My Fitbit Versa is no longer keeping time accurately. Since mid-September, it has been losing time consistently—initially 10-18 minutes a day, and now it's up to 20-35 minutes daily, even after syncing it every morning. I received this as a Christmas gift, and this is my 3rd device. It's been my favorite due to the clock face and sturdier strap. Can I get this device replaced? It was a pricey purchase, and I'm really disappointed with how much time it's losing daily. Hope you can assist. Fiona L.

I ordered a Versa 2 directly from the Fitbit website. It took over a week to arrive from San Francisco, CA. Unfortunately, I had trouble updating it via WiFi and spent over three hours following online instructions. Contacting Fitbit customer service, I spoke with a representative for 55 minutes who attempted five solutions, seeking help from supervisors for three. After unsuccessful attempts, they offered to replace the Versa 2, sending a prepaid label via email for return. Wanting a refund instead, I was given a return authorization but without a prepaid label, as is Fitbit's policy. Upon questioning this, the representative arranged for a prepaid label to be sent, cutting the call short. Later, calling back, another representative mistakenly insisted the return should be to San Francisco, not Plainfield, ID, accusing me of lying about their Indiana office. Overall, the experience left me frustrated with the defective product and return process.

Hello, I wanted to seek assistance regarding my Fitbit Alta which I received as a birthday gift. Unfortunately, after wearing it only 7-10 times, it has ceased to work properly. I never exposed it to water or any damaging elements. The problems I am encountering include the bracelet not turning on, difficulty charging, and inaccurate battery life readings. Despite these issues, I am fond of the Alta's design. I believe the one I received may be defective and I am hoping Fitbit can replace it for me. I am willing to return the faulty device if Fitbit can provide a shipping label. Looking forward to your response, M.

I am Jill Hall, and I am writing to express my gratitude for the heart rate monitoring feature of my Fitbit Charge 3. My daughter, a 22-year-old college student at The Ohio State University, had been experiencing episodes of a racing heart and chest pressure that doctors had previously dismissed. When she felt these symptoms at dinner, I used my Fitbit to check her resting heart rate, which was over [redacted] beats per minute. Concerned, I urged her to see a physician on campus. Thanks to a doctor who took her symptoms seriously, she was referred to a cardiologist who diagnosed abnormal heart rhythms. Further evaluations by an electrophysiologist revealed a potential electrical malfunction in her heart, and she is now undergoing treatment. I believe that my Fitbit played a crucial role in identifying my daughter's health issue. I am grateful for the caring doctors and hopeful for her recovery with proper treatment. Best, Jill Hall

Hello, I am experiencing frustration with the service I received regarding my broken Fitbit. After being told to return it for a replacement, I received a used Pebble without a charger, which caused disappointment. This experience has shattered my trust in the company, and the lack of helpful responses and broken promises have left me dissatisfied. I do not want a refurbished product and feel uneasy about receiving someone else's defective item. I desire a new, sealed device with a warranty, as my Fitbit is only 10 months old. The idea of having to revisit the post office is inconvenient. Amazon, where I initially purchased my Fitbit, provided a refund and a 14-day window to return the faulty item for a new one, highlighting the stark difference in customer service quality.

I am frustrated with Fitbit's customer service handling. I contacted Fitbit on 10-16-19 regarding my Fitbit Ionic issues. Despite trying resets, the problem persists. I own multiple Fitbit watches and have had minimal issues in the past. However, I am disappointed with the 25% discount Fitbit offered for a replacement Ionic just three months out of warranty. This response is unsatisfactory. In contrast, Apple replaced a 22-month-old watch at no cost due to a similar issue, demonstrating better customer service. I will no longer support Fitbit products and will discourage others from purchasing them in my workout circle. Fitbit's lack of adequate support has pushed me to explore other smartwatch brands. Thank you, Gary.

I've been using the Fitbit Flex for about a year, and it has been great until the recent update that added animated graphics. Since then, syncing has become a real issue. Previously, syncing was quick and easy - I just connected via Bluetooth and pressed sync, updating multiple days within a minute. Now, I have to try syncing multiple times, and sometimes it only updates one day. I have two Fitbit Flex devices - one for myself and one for my spouse. Unfortunately, my wife has stopped using hers due to the syncing problems. I rely on my Flex to wake me silently at 5:22 a.m. for work and to remind me to take my medication at night. As a first responder, our County encouraged us to use these devices for fitness tracking, but if the sync problems persist, some of us may have to consider switching to a different product.

I bought a new Fitbit Charge 3 directly from Fitbit in December. I started using it in April, but it stopped working a month ago. After speaking with a representative, I sent it back on 9/23. Fitbit confirmed they received it on 10/11 and said I would get a new one in 5 business days. However, I haven't received it yet. I've been a member for almost 7 years and have never had such a major issue with a Fitbit under warranty. I've bought several for myself and others, and promoted them, but it's been almost a month without any update on the replacement.

I am writing with deep disappointment and sadness about a concerning situation regarding what appears to be a fraudulent website using your company's name. I came across this site, believing it to be legitimate due to the presence of your company's name and logo. I ordered a colorful Fitbit for children for my niece's upcoming 7th birthday. After almost four weeks, the package arrived, covered in Chinese writing with only my name and address in English. Upon opening it, I realized it was not from your company - the box was unbranded, and the instructions were in Chinese. Despite my attempts, I couldn't charge the device; it was evident that I had been scammed. I urge you to raise awareness about this issue, especially with the holiday season approaching. I regret that I won't be able to give my niece her present, and I want to prevent others from experiencing the same disappointment. Thank you for your attention, and I hope sharing my story will be beneficial.

Subject: Assistance with Fitbit Charge 3 Screen Issue Hi Madhukar, I apologize for the delay in our response due to high case volume. We are dedicated to helping you resolve the screen issue with your Charge 3. Thank you for sharing your purchase information; however, we couldn't locate an account linked to the provided email address. To better assist you, please provide the email associated with your Fitbit.com dashboard. If you haven't already, please attempt to restart your Charge 3 by following these steps: 1. Connect the charging cable securely to both your tracker and a USB power source. 2. Ensure the button on your tracker aligns with the charging cable button opening. 3. The tracker should vibrate and display a battery icon if the connection is successful. 4. Press and hold the button for 8 seconds until you see a smile icon, confirming the restart. 5. Disconnect the tracker from the charging cable. We are here to support you. Please reach out with any further questions. Best regards, Jonathan C. and the Fitbit Support Team