Withings Customer Service Issues

Dear Customer Service, I purchased a Withings Pulse HR from Amazon on December 8, [redacted] (Order Placed: 8 December [redacted]; Amazon.co.uk order number: [redacted]-[redacted]; Order Total: £[redacted].95). Unfortunately, on March 24, [redacted], I discovered my Pulse HR detached from my wrist with a broken plastic fragment that holds the strap in place. This defect makes it impossible to reattach the strap. I would appreciate it if you could send a replacement Pulse HR to my current address, as I have moved since ordering. Thank you for your attention to this matter. Sincerely, Diane W.

My phone has been stuck on "connecting to my Steel HR" for 7 days now. I work on a fishing boat in Alaska, and when I'm away for work, I rely on my watch and phone to function properly. During my previous trip, I could access the app to check my sleep data without any issues. However, now it keeps prompting me to log into my Withings account but then fails to do so. Additionally, I'm unable to reset my password as it repeatedly tells me to try again later. I question the necessity for this app to require an internet connection. Ideally, I believe I should be able to view my watch data offline through Bluetooth connectivity. Being in the middle of the Bering Sea means our internet access is limited and very slow due to the satellite connection controlled by our company. I have no cell service or alternative means of going online for the next 3 months while on the boat. Despite the challenges, I shouldn't have to workaround these limitations for a product I paid for. The lack of information regarding the constant need for high-speed internet connectivity to use the watch makes it frustrating. Purchasing a watch that requires continuous online access was not explicitly mentioned on Amazon or in its product description. I suspect the boat's internet blocks the Withings website, and I had to seek assistance from Gethuman.com to submit this support request. Finding alternative ways to access the app should not be necessary. Please address this issue so that the app can be used offline as well. Thank you for your assistance. I hope this matter can be resolved promptly to ensure I can fully utilize the product during my long stays on the boat. Sincerely, Robbie

Hello, I'm Tibor and I loved my Withings HR watch so much that I got one for my fiance for Christmas. However, her watch has been acting up. The button doesn't always respond, the digital screen sometimes comes on late with no phone connection, and the analog part remains frozen in the last position. Despite a full battery charge and a working charger, the watch eventually stopped working altogether. I tried numerous troubleshooting methods, including factory resets, but nothing worked. Withings support sent me through the same steps found on their site with no resolution, and after two weeks of back-and-forth emails, they seem reluctant to take responsibility or provide a solution. It feels like they are trying to test my patience in the hopes that I will give up, as I've seen similar stories on Reddit. Any advice would be appreciated. Thank you. Regards, Tibor

I have been communicating with your technical support regarding my nearly new watch, which fails to track my heart rate during swimming, its main purpose of purchase. I received a response from Withings support, which is concerning, as indicated below: Jumel (Withings) Aug 9, 14:13 CEST Hello, This is Jude, and I am providing a response on behalf of Win. Please be aware that currently, although the Steel HR can measure heart rate while swimming or underwater, the measurements may not be accurate as this functionality is still being improved by our development team. I apologize for any inconvenience caused. Best regards, JB Jude. Considering this information and the fact that this significant issue was not disclosed prior to my purchase, I am requesting a refund. Thank you. - LRB

I bought the Withings Body Cardio two years ago to upgrade from my previous Withings Body+. I specifically liked the Pulse Wave Velocity feature, which you removed less than a year after my purchase. I tried reaching out through Twitter for a rebate, but received no response until recently learning about the $30 "refund." I am now requesting to claim that refund. Despite multiple attempts on Twitter, no one responded. Additionally, I have been reporting a bug for two years regarding the body fat percentage readings being inconsistent on the scale, app, and when shared on text or social media. I suspect the shared version is accurate, making me question the readings on my scale. I am requesting an immediate fix or a full refund. I have been a loyal customer for five years, even through changes from Nokia and various UX issues. Please address this issue with a software update promptly and provide the $30 rebate for the PWV removal as previously mentioned. Looking forward to your prompt reply.

My Steel HR stopped syncing after yesterday's update and crashed. The advisor who assisted me on 30th September was Jason. He truly went above and beyond to help me with my issue. As a complete technophobe, I appreciated his patience. Jason patiently guided me through resetting my Steel HR to factory settings and setting it up according to my preferences. I can't thank him enough for his exceptional support. I just hope all support and customer service representatives were as understanding and helpful as Jason was yesterday.

I am experiencing issues with my watch not charging properly. It initially charged, but subsequent attempts have been unsuccessful. I have tried multiple sockets and even attempted charging from my laptop, but to no avail. This may be due to a defective charging cradle or the watch itself. As I am nearing the end of my 30-day return period, I am considering returning it for a replacement soon. I made the purchase on Amazon, and if a new charging cradle could be delivered to me before the 5th of October, I am willing to test if that resolves the issue. Otherwise, I will proceed with the return process.

I purchased a Withings Sleep - Sleep Tracking Pad under the mattress with Sleep Cycle Analysis on Amazon. Lately, I noticed that when I'm not on the bed with the pad, it generates incorrect sleep results. It has recorded detailed sleep data of a person sleeping, including heart rate, on nights when I wasn't home. This inaccurate information doesn't match any other sleep data. We have security cameras both inside and outside our house, so no one else could have been in the bed. I am willing to share a screenshot from the app displaying the fabricated sleep data. I would appreciate an explanation from the manufacturer/company before taking further action.

Hello, I have been attempting for over 2 weeks sporadically to connect my Withings blood pressure monitor via Bluetooth. Unfortunately, it seems unable to recognize the device. I have been a long-time user and successfully connect my weighing scale to my Health Mate account without any issues. Since receiving the blood pressure monitor in December [redacted], I have been unsuccessful in setting it up. Although I managed to list the device on the Withings homepage, I accidentally disconnected it and now I am unable to reconnect it. I have thoroughly reviewed the troubleshooting instructions provided but struggle with setting up the Wi-Fi and have been unsuccessful in getting Bluetooth to recognize the device. I appreciate any guidance you can provide. Thank you, S.W.

In December, we purchased a scale. The model is called the Body Cardio. Two weeks ago, the scale started malfunctioning. Initially, it gave us incorrect readings, and for the past two days, the display hasn't been turning on. We are unsure how to proceed with the warranty claim as we cannot find a landline number. We reside in Italy and can only make calls to regular landline numbers, not [redacted] numbers. Please advise us on the necessary steps. Alternatively, provide us with an email address, a link, or any other solution that works for reaching out. Thank you in advance for your assistance. Sincerely, Heike Simon.

I recently purchased a Pulse HR, and I am experiencing issues with its step counting feature. For instance, after walking around multiple times both in my house and outside, the tracker shows inaccuracies in the step count. For instance, despite taking around [redacted] steps in one instance, the tracker displayed zero steps. Similarly, after walking back and forth, it only registered 27 out of the [redacted] steps I took. Currently, my tracker only shows [redacted] steps, despite completing various activities throughout the day. I believe there is a problem with the device and would appreciate assistance in rectifying or replacing it promptly. Kindly reach out to me at [redacted] or via email. Thank you. ~Melissa Papke

I am considering purchasing this scale but have a few questions to clarify before making a decision. 1) One review mentioned entering your current weight in the app. Is this necessary for the scale to function? If I don't know my weight precisely, will guessing affect the accuracy of the scale? 2) Can I simply step on the scale to get a weight reading without engaging with the app first? 3) If I prefer to use the app features sparingly, is it mandatory to use them regularly? Can the scale be used simply to display weight and BMI by stepping on it in the morning? 4) I saw in reviews that providing the Wi-Fi password for cloud connectivity might be required. Must this step be completed, or is there a way to skip it? 5) It appears that Withings does not directly address customer questions. This seems unusual. Thank you.

I recently ordered a new cuff as I already have an older working one. I received a promotional email offering a free case, but despite multiple emails, I couldn't find a place to add the code for the case. I explicitly requested not to send the cuff without the free case, but unfortunately, it arrived without one. I am requesting a case to be sent to me promptly, or else I would like to return the cuff for a full refund. It is important to note that I am visually impaired, which makes communicating via email challenging. I am displeased that there is no phone support available for assistance. Your prompt attention to this matter would be greatly appreciated.

I recently tried using Login with Apple ID on a new app, Health Mate by Withings, but encountered an issue with hiding my email. The app allows linking to services like Strava, which requires authorization on both platforms. However, since I used the “hide my email” feature when creating my Health Mate account, Apple did not store the password for the Alias email it provided. Moreover, when attempting to log in to Withings via the web to authorize the link with Strava, Apple does not auto-fill the login fields due to the web address unrecognized. This has left me in a bit of a predicament.

Hello, my Pulse HR watch has stopped working after just over two months of use. It wasn't very accurate with step counting, but the battery life was good. When I tried to charge it, the light didn't come on, and it got extremely hot. I have two chargers, but neither worked. I had to remove it because I was worried about it overheating. I purchased it on Amazon in June and still have the original packaging. Could you please consider replacing it? Thank you, Karen Schorn.

Hello, I recently purchased two watches for Christmas at an electrical shop called DID Tallaght Belgard Rd. The first watch, the Activity Watch with ECG Monitor, costing [redacted] euros (item HWA08-1), was for myself. The second watch, the Scan Watch valued at [redacted] euros, was bought for my friend. However, I discovered an issue with the Scan Watch – it is not suitable for individuals with electronic devices due to possible interference, which was not disclosed on the website or the packaging. This poses a health risk for my friend who has a pacemaker. When I informed the shop, they refused a refund. I believe consumers should be informed of such restrictions upfront. I am seeking guidance on my consumer rights and I may need a doctor's note to support the issue. I await your prompt response. Thank you, Louise.

Hello, I am Mark Malek, a physician located in Long Beach, California, USA. I am interested in buying several hundred Bluetooth-enabled blood pressure cuffs and scales. Please contact me on my mobile phone at +1-[redacted] to discuss this further and proceed with my order. Thank you, Mark Malek, MD MPH MalekMedicine.com Assistant Adjunct Professor UCLA Fielding School of Public Health

Hello, I'm having issues with my new Withings Body+ scale. When I step on it, two arrows flash rapidly in the corners, and the scale doesn't stabilize to sync my weight accurately. It shows a fluctuating weight of 2.2kg-3kg before shutting off. I've factory-reset it, checked for unassigned measurements in the app, and ensured there are no connectivity problems during setup. I've tried to contact Withings for support, but their online form won't submit, the support Bot isn't helpful, and the UK support phone number seems inactive. I'd appreciate assistance to resolve this problem or arrange a refund or replacement for this device.

Subject: Business Proposal: Customized Withings Pulse Ox for Medical Monitoring To Overseas Sales/Business Executive, Greetings, I am Mr. Choi from Signal Corp. in South Korea. I have extensive experience in distributing alarm products since [redacted], currently importing intruder alarm products from Poland. Upon facing a personal emergency with my mother last year resulting in a life-saving surgery, I was inspired to develop a concept for a medical monitoring device. My proposal is to customize the Withings Pulse Ox to transmit SPO2 levels to smartphones via Bluetooth, with an LCD display showing battery status and SPO2 levels. The device would monitor SPO2 levels consistently and send an alert in case of abnormalities to allow for timely medical intervention. I envision partnering with Withings to bring this concept to life, utilizing Signal Corp.'s technological expertise to develop a dedicated smartphone application. Together, we could introduce the "SOS Ambulance Smartband" globally, offering a significant advantage in monitoring fee revenue. This collaboration has the potential to revolutionize medical monitoring and emergency response systems on a worldwide scale. I am excited about the possibilities this project holds and eagerly anticipate further discussions with you. Best regards, Seung Hyun Choi Signal Corp. South Korea

I am having issues with my Withings WS-50 scale connecting to the Health Mate phone app. Despite attempting several troubleshooting steps such as resetting the scale and re-pairing it with my phone via Bluetooth, the scale remains stuck on "Start Withings app" screen. Although I can see the scale in the Bluetooth list on the app, it keeps redirecting me back to a device selection screen. I have verified that the app is up to date and compatible with my phone. I would appreciate guidance on fixing my scale or exploring return/exchange options. Thank you. - John.