Fitbit Customer Service Issues

I was considering purchasing a Fitbit, but after reading this concerning review, I wanted to share it with you. Many users on the Facebook page had negative experiences. Is Fitbit planning to release a better product? ATTENTION - ALL FITBIT WEARERS: To all Fitbit users, I want to raise awareness about a significant issue I encountered with my Fitbit impacting weight loss/activity tracking. Recently, my Fitbit began tracking inaccurately by logging activity I hadn't done and then showing zero minutes despite hours of activity. Even after providing evidence and complaints, Fitbit initially denied any defects until I received a replacement. To test the accuracy, I wore both Fitbits simultaneously on each wrist. Shockingly, one recorded [redacted] active minutes while the other showed zero. Additionally, a significant [redacted] calorie and 1,[redacted] step difference was noted. After sharing this with Fitbit, they still claimed no defects. I found this troubling. Wearing both devices on the same wrist today revealed a [redacted] calorie and [redacted] step difference, raising concerns about accuracy affecting weight loss efforts. If you've experienced similar issues, please share your feedback so we can address this with Fitbit users. Thank you.

Hello, I own a Fitbit Alta and have encountered a couple of issues. First, the device has stopped syncing with my phone even after reinstalling the app. It appears that the Wi-Fi connection is not working as it fails to link up, preventing me from tracking my steps and participating in challenges. This problem started about 4 months ago but I only recently addressed it. The second issue began 3 days ago, where the device is running 35 minutes behind real time. I would appreciate guidance on how to fix these problems or if it is possible to return the Fitbit under the 2-year warranty for a replacement. Thank you.

I have had my fitbit Ionic for about 10 months. The face is displaying a blue diamond icon. At times, I manage to access the exercise modes, but when I start tracking my swim or treadmill workout, the data disappears after a short time. Both my phone and tablet indicate that Bluetooth is off, despite it working with other devices. Additionally, I have been unable to update the fitbit software as it always shows the message "fitbit is busy now." It has become challenging to even view the time on the watch. This issue started around a week ago, and I have been attempting to resolve it since then. I simply wish for the device to function as it used to.

Dear Sir/Madam, I encountered a frustrating issue with my Fitbit during my recent half marathon. Despite using it for training, the device failed to accurately track my pace and distance on race day. It only recorded 18km instead of the full 21km, with an incorrect pace reading of 5'40km instead of 4'50km. This discrepancy left me unprepared and confused during the event, as I couldn't rely on the Fitbit's data compared to the distance markers along the course. This misalignment between my actual progress and the Fitbit's measurements made the race experience disappointing and challenging. I seek a resolution, whether it be repairing the device, receiving a replacement, or obtaining a refund. Warm regards, Kirsten H.

Dear all, I am hoping to connect with the appropriate person regarding organizing wellbeing and care events for cancer patients in the Liverpool City Region at the Liverpool Bio Innovation Hub. We also support fundraising for the North West Cancer Research Centre based in our facility. For the upcoming events, I am kindly requesting item donations for raffle prizes. This will not only benefit the patients and survivors attending but also contribute to raising funds for the charity. I am prepared to promote your donation through our social media channels, mailing lists, and provide event feedback. Our next event is scheduled for the 14th of December, just before the festive season. Please feel free to contact me via the details below if you are interested in contributing. Thank you for your support, Alison R. Liverpool Bio Innovation Hub William Henry Duncan Building, 6 West Derby Street, Liverpool, L7 8TX Email: [redacted]

Hello, I purchased my Ionic on December 31st, [redacted]. From the beginning, I have experienced syncing issues. Despite trying various online recommendations, I have found that the only solution is to reset the tracker frequently. Currently, I have to reset it about twice a week, which has become quite bothersome. As my warranty is approaching its end, I am worried that this constant resetting may eventually lead to total failure of the device, rendering it useless. Interestingly, I also bought an identical tracker for my daughter at the same time, and hers functions perfectly. She rightly pointed out that I should not have to deal with the ongoing issues I am facing with my Ionic while hers works seamlessly. I would appreciate any assistance you could provide. Thank you. Ruth C.

I am experiencing some issues with my Fitbit Charge 3. The screen display is not turning on when I raise my wrist, and I have to touch the left button for it to come on. There are times when touching the button doesn't work either. Additionally, I am not receiving notifications for texts or calls unless my phone is next to the Fitbit. With my previous Charge 2, notifications displayed even if my phone was in another room. I purchased this Fitbit from Amazon on September 30th and got it on October 9th. If possible, I would like to troubleshoot and resolve these problems; otherwise, I would like to return it for a full refund. I've owned the Charge 1, 2, and 3, and I find this one to be the most problematic. It makes me hesitant to buy another one in the future, which is disappointing because I have always enjoyed using them. Thank you for your assistance. Have a great day. Best regards, K. Carpenter

I am facing issues syncing my Charge 2 with my Galaxy S7 Edge. I have attempted various troubleshooting steps such as reinstalling the FitBit app, toggling Bluetooth, trying to sync with my laptop, and restarting the FitBit. The Charge 2 is now displaying a phone icon with the FitBit logo and prompting me to visit www.fitbit.com/setup. Despite detecting the tracker on my phone, it quickly reports "Bluetooth Issues" and halts the setup process. I am uncertain about how to resolve this issue and would appreciate any guidance offered. Thank you for your assistance.

Last week, I bought a Fitbit Versa watch and attempted to link it with my Walgreens app. Although the watch operates flawlessly and I haven't encountered any issues, it is not a device currently recognized by Walgreens for their wellness activities in the balance rewards program. After reaching out to Walgreens.com customer service, they mentioned they would forward my request to their IT team to explore the possibility of including the Fitbit Versa as a compatible device with the Walgreens app. Given that most other Fitbit smartwatches that monitor exercise activities are already supported, I feel it should be a straightforward process to include the Fitbit Versa on the list of compatible devices. This would enable the synchronization of data from the watch to the app seamlessly.

I received an email on November 14th, [redacted], informing me that there was a request to change my account email address. Despite immediately notifying Fitbit that this change was unauthorized, I am still awaiting a response. Last week, after receiving no communication, I attempted to reach out via live chat, as the support phone number listed on the website for Ireland is invalid. I spoke with two different agents, one stating my account was not valid and the other indicating the matter had been escalated to a higher authority. It appears that no progress has been made in resolving this issue. Currently, I have been locked out of my Fitbit account for 17 days, and I am frustrated as the device is essential for tracking my sleep and calories burned, tasks I am currently unable to perform. Please address this matter promptly. The registered email address is [redacted], and the unauthorized email it was changed to is [redacted]

I received an email notifying me of a change in my Fitbit account's email address, which seemed to be the work of a hacker. After contacting customer service, I was assured that my privacy was a top priority. However, I never received any further communication regarding the issue. To regain access to my account, I changed the email back and updated the password. The lack of follow-up from Fitbit regarding this security breach indicates a disregard for customer feedback and privacy. I am considering switching to an Apple or Samsung watch to avoid dealing with this company's subpar customer service.

Hello, I received a Fitbit from my brother last year, purchased on December 8, [redacted], from US Amazon to AU. A few months ago, my device began turning its notifications on and off until the battery drained. Despite following online advice and recharging, the issue persists. I had no problems with a previous version of the device. My brother reached out to Amazon, who directed us to the UK support center. Unfortunately, the contact number provided is not functional. I hope you can assist me with a replacement. Thank you, Martyna Mnich.

I purchased a FitBit Charge in March [redacted]. Unfortunately, on 7/22/[redacted], the band detached. After reaching out via email, I received a replacement on 8/8/[redacted]. However, my disappointment grew when, 10 days after the warranty expired on 8/17/[redacted], the replacement exhibited the same issues. The plastic parts continued to fall off, resulting in me having to use tape to keep it together. Over time, more problems occurred, rendering the device unusable by 12/1/[redacted]. To my surprise, I found out that others also had similar problems with their Fitbit. Being retired and on a fixed income, I cannot afford to continually replace faulty products. It seems that despite receiving a replacement, the recurring issues show that the problems persist without a fix. This experience has left me thoroughly disappointed and disillusioned with both the products and the company. Sincerely, Chris B. Onalaska, WI [redacted]

I bought 2 Fitbit Charge 2 watches. The first one was faulty, so I returned it to Kohl's but they couldn't provide a credit or allow me to upgrade. I was advised to contact Fitbit for an exchange or credit. When I called, I had a difficult time with one of your employees who was unhelpful. I'm not looking for a refund, just a better quality watch as I've had issues with the second one too. The watch doesn't hold charge, shows the wrong time, and doesn't count steps accurately. I'm disappointed that both Kohl's and Fitbit customer service couldn't assist me in exchanging it for a more reliable model like the Versa. I have faith in your product but these issues have been frustrating. Please understand my situation and help me get a more dependable Fitbit watch, preferably a Versa or better. I returned the first watch after 2 months and the second one is experiencing the same issues.

Hello, I am reaching out regarding a message I sent yesterday regarding my concerns with the Fitbit Charge 2 that I purchased for both myself and my mom. We wanted to use the product together for our workouts. I am hoping to receive assistance in upgrading to a Fitbit Versa or a similar model as I am dissatisfied with the Charge 2. I am puzzled that after spending $[redacted] on your products, I have not received any communication via phone, text, or mail. I am taken aback by the lack of customer care for individuals facing similar issues. My name is Laurie F. and I can be reached at 69 Bolton St., Spfld, Ma. [redacted]. Please address this matter promptly. Thank you.

I have had to replace the wristband of my Fitbit Alta HR for the second time in 14 months because the metal clip that attaches to the tracker became bent from everyday use. The first two bands were solid flexible ones, while my recent purchase was a mesh band with a magnetic closure. I bought it hoping it would last longer but still faced issues. I can't afford to replace it every 7-8 months at $30 each. I kindly ask for a reimbursement for the last replacement and seek advice on improving the band's durability. Thank you.

Hello, I've been experiencing some issues with the strap on my Fitbit Alta recently. Despite being vigilant about making sure it was securely attached, it has still fallen off a few times over the last few months. Unfortunately, I lost it yesterday and I couldn't locate it. The Fitbit has been great at keeping me active throughout the day, so I would like to buy another one. I'm wondering if there are certain models that have similar strap problems. Thanks, Peggy D.

Hello, I wanted to inform you that I recently had to replace my wife's Fitbit Surge. The replacement watch was received a few months ago after a long wait for delivery and multiple contacts with customer service regarding its replacement. Unfortunately, the replacement watch has started to freeze and does not hold a charge for a substantial amount of time. As a result, my wife has lost confidence in the watch, and I am also dissatisfied. This watch was a birthday gift that has not met our expectations. I would appreciate it if you could advise me on what steps to take next. Thank you for your assistance.

My Charge 3 is not charging properly. The pins seem to be stuck together, even though I have correctly plugged it in. Despite only needing to charge it a few times, the device is not cooperating this time. I've tried cleaning the back of the watch to ensure the connectors are clear, but it hasn't helped. As for syncing with my Samsung Edge 7 cell phone, I managed to do it only once using various online tips like restarting Bluetooth, but those methods are not working anymore. I purchased the watch in October with the hope of receiving notifications and tracking my activities seamlessly, but it hasn't lived up to my expectations. Due to migraines, I haven't had the chance to contact support until now that I am feeling better.

Subject: Urgent Assistance Needed for Refund Issue I'm Cheryl Turner residing at [redacted] Tower Ave, Matteson, IL [redacted]. I am following up on Reference [redacted]8. I was informed by customer service that I would receive a full refund, including the insurance amount. However, the refund I received does not match what we agreed upon. I am requesting the full invoiced amount to be refunded promptly. Your prompt attention to this matter is greatly appreciated. Thank you. Sincerely, Cheryl Turner --- Original message sent from: [redacted] Timestamp: Dec 13, [redacted], 1:31 PM Hello Cheryl, We have processed a refund of $[redacted].14 for you with Fulfillment Id: [redacted]8. Kindly allow 7-10 business days for the refund to reflect on your original payment account. Please reach out if you require further assistance. Thank you, Lemz V. and the Fitbit Team --- Original message received from: Fitbit Support <[redacted]> Timestamp: Dec 13, [redacted], 12:53 PM