Fitbit Customer Service Issues

I bought a Fitbit Ionic from Target in Foley, Alabama on Black Friday, November 23rd. While on vacation, the device worked well. Unfortunately, on December 8th during a bike ride in the rain, it started buzzing for a long time and then turned off. I attempted to restart it following online instructions, and it worked for 6 hours until the screen went black again. Now, no combination of button presses triggers any response from the screen, and the unit isn't connecting via Bluetooth. The watch went from performing well to completely disappointing in just 2 weeks. I would appreciate any assistance with this issue.

I placed an order for a Versa on the evening of 12/17, Order #: MJE4Y393A. The following morning, I received an email about free overnight shipping. After speaking with "Eddie" from support and requesting the change to overnight shipping, a new confirmation email reflected the update. However, the tracking information now indicates a delivery date of 12/22 instead of the expected 12/19. I contacted customer service and spoke with William, who confirmed the overnight method but couldn't expedite it further. Even after escalating to supervisors Gabby and Robert, the response was the same - unable to change the shipping. While the representatives were professional and polite, the situation is frustrating. I'm requesting a new Versa to be sent overnight, with the option to return the original one at my expense upon receipt. The current delay is disappointing given the initial promise of overnight shipping.

I own a Fitbit Charge 2, size small, in black. It was a birthday gift received on November 1, [redacted], and I set up my Fitbit account on November 11, [redacted]. Recently, one side of the band started coming apart, and despite temporarily fixing it, it has now completely broken. Both black rubber tabs on the band have snapped off. Even though it is past the 1-year warranty, the band was failing before the warranty expired. Had I noticed the issue earlier, I would have addressed it. Now, with both tabs broken, I am seeking a replacement band. I hope for a positive response. Thank you, Gail M. 15 Nettles Court, Whitby, ON L1P 1L5

I received a Fitbit Charge 3 from my mother as an early Christmas gift, and I've had it for about 2 weeks. Unfortunately, the heart rate monitor is not functioning, which means it's not tracking my sleep, a key feature I was looking forward to. After reaching out to customer service via email, they responded the next day with troubleshooting tips. Despite trying their suggestions multiple times, the issue persists. I updated them on the situation and inquired about further solutions. I was disappointed given the significance of this gift from my retired mother and the financial effort she put into it. It's been 5 days now, and I haven't received any follow-up. I feel ignored and frustrated with the lack of assistance for a brand new device that's not working as expected. I believe some resolution should be offered to address this situation, as I seek help for my defective Fitbit.

I received an Alta through John Hancock Vitality in October [redacted]. The band started to come loose and was replaced under warranty in September [redacted]. The new band is also coming loose now, falling off my arm frequently (I've resorted to taping it). Customer service informed me that the replacement band isn't covered by the warranty and I'd have to buy a new one. While I understand the warranty policy, it's frustrating to have two bands break, especially one in just three months. My wife and daughter-in-law are facing the same issue, suggesting a design flaw. I don't want interchangeable bands, so the issue likely stems from a design that doesn't interest me. Having two bands break in 14 months, despite careful use, is concerning. I wear my Alta constantly, only taking it off to shower, and I'm hesitant to avoid wearing it at night as it helps track my sleep. Thank you for addressing my concerns.

Hello, I'm Samantha and I've been using Fitbits for many years. I love various features, such as the heart rate and sleep tracker. Recently, my screen cracked, and I was excited to purchase the new waterproof Charge 3 in the UK. While I'm happy with the new device, I find it stiffer than previous models. Unfortunately, during a fall, the rigidness of the watch caused me to break my arm where it sits. I followed all wearing instructions, and even though I love the features of the Charge 3, I'm hesitant to wear it again after my injury. I have always been a fan of Fitbit, but I'm unsure of what to do once my arm heals, as I fear wearing the Charge 3 again. I appreciate any advice Fitbit can provide. Thank you for your support. Sincerely, Samantha x

My husband purchased a Fitbit Versa for me from Big W Noosa Civic. I set it up and it worked well until recently. It suddenly turned off despite being charged. I tried troubleshooting, but the Fitbit wouldn't sync to my phone, showing the wrong time and date. After attempting various fixes, I visited Big W for a replacement. Due to it being over 14 days since the purchase, they needed to send it away for at least two weeks. Before sending it, they advised me to contact Fitbit directly. I am frustrated by the situation as I believe the watch's Bluetooth is faulty. I seek guidance on the next steps. Thank you. - Janet B.

I am seeking updates from the engineers regarding the issue with my Bluetooth earphones not syncing with my Fitbit Versa. Fitbit has stopped responding to my messages on Facebook Messenger, despite them being read. The Bluetooth earphones I am using are Groove PlayBuds (True Wireless Earphones). I have also subscribed to the Deezer music app to connect with the Fitbit for music, only to be unable to use it due to the syncing problem. This is actually my second Fitbit Versa, as the first one was defective and did not even allow for installation. Another problem I am facing is the watch not recognizing food items when I scan barcodes for logging meals. The limited selection of food items makes it challenging to track my diet effectively. The 'Wallet' app is also incompatible with my bank, Nationwide. I am disappointed with the lack of support and consider this false advertising. I have been dealing with these issues since Christmas and request compensation for the cost of a new watch. I have shared images and messages with Polly Breen-Fay on Facebook Messenger for reference. While I have not yet posted any online reviews, I am considering it unless these issues are addressed promptly by Fitbit.

I wanted to express my love for my Fitbit, as it has greatly assisted me in achieving my fitness objectives. However, I am distressed to report an issue. Approximately two weeks ago, I noticed a rash forming under the Fitbit band on my wrist. I have been using this device every day since receiving it in May [redacted], without any prior complications until now. The affected area appeared red, with peeling and cracked skin, resembling a chemical burn. Surprisingly, the rash only developed where the band sits, not under the Fitbit itself. In an attempt to allow my skin to heal, I switched the device to my left wrist. Regrettably, within just two days, the rash has reappeared. Despite my affection for the Fitbit, the discomfort from the rash, even with bandages covering the affected skin, has become unbearable. I possess the original band (Charge 2 Special Edition in lavender purple) and have washed it to rule out any contaminants causing the reaction, but the issue persists. I do not experience any other skin conditions, leaving me puzzled as to the cause. Is this a common occurrence? My acquaintances who also use Fitbits have not encountered similar problems. Are there hypoallergenic bands available for purchase? I am hesitant to discontinue the use of my tracker. Can you offer assistance or advice on how to proceed? I am open to providing photographs if necessary and anticipating your response.

I have had my Fitbit Ionic for nearly a year now, and it has been an essential part of my daily routine. Unfortunately, it suddenly stopped working yesterday, and no troubleshooting steps have been successful in reviving it. I am disheartened by this issue, especially since I have invested in additional Fitbit services like the Yoga app and personal trainer. Unlike my friends with Apple Watches, my Fitbit has failed me unexpectedly. I cannot afford to replace it every year, and this malfunction is disrupting my fitness program and daily activities that rely on my Fitbit for tracking. I cherish my Fitbit, received as a birthday gift, and losing it has left me in a difficult situation. I am unsure how to proceed without my trusted fitness companion.

Dear Forum Members, I recently experienced an unfortunate issue with my Fitbit Charge HR that I received as a gift, and I'm disappointed with Fitbit's lack of repair options due to my tracker being out of warranty. Despite taking good care of it, the strap started peeling away, causing the metal band to separate, and the plastic nib to fall out. I'm frustrated that I can't pay for a repair, given the tracker's age and history. As a result, I've decided not to purchase another Fitbit device, as I fear facing a similar situation in the future. Thank you for your understanding. Sincerely, Robert L. [redacted] [redacted]

After my Charge 2 malfunctioned, I upgraded to a Fitbit Charge 3. Unfortunately, the step counting feature is highly inaccurate, registering excessive steps I did not take. This affects the movement reminder feature as well. Despite attempting resets and following FAQ suggestions, the device counts movements like car vibrations even when my arm is still. This renders it unreliable for tracking steps, calories, and prompting movement. These capabilities were key selling points of the Fitbit Charge 3. This issue did not exist with my Charge 2, leaving me dissatisfied with the upgrade. I am seeking a resolution such as a fix, modifying steps on the tracker, an exchange for a different model, or a refund if necessary. Your attention to this matter is greatly appreciated. Sincerely, Alice B.

I have multiple sclerosis (MS) which causes a foot drop on my left side making it weaker than my right side. Despite this, I set a goal of 5,[redacted] steps per day and am still able to walk and stand, but cannot run due to the inability to lift my foot properly. I'm wondering if Fitbit could create a program tailored for individuals with MS or similar challenges. The Fitbit has been instrumental in motivating me to push myself, and I appreciate its sleep monitoring feature.

After my Fitbit malfunctioned, I received a promotional link granting me 25% off any Fitbit product or 40% off the Ionic Fitbit from an online customer service representative during a Valentine's Day sale, lowering the Ionic Fitbit price to $[redacted].95 from $[redacted].95. Opting to buy the Ionic Fitbit, I discovered the promo code did not apply to sale items, a detail the representative did not mention. I believe it's unfair to only disclose this after I attempted to make a purchase for my girlfriend. While the exclusion is noted in the email sent, it was obscured in the fine print and came too late. I am requesting a resolution, either enabling me to buy the item with the 40% discount despite the sale price or including an accessory to make up the $30 difference.

Hello, I am frustrated with the new Charge 3. I had a Charge HR for about 2 years but recently it stopped syncing correctly. I thought you might not support it anymore since it's outdated. I loved how simple it was and how it worked with my Mac. So I bought the Charge 3 hoping it would be similar. After receiving it today, I tried setting it up following your website and community instructions. I found out it only syncs with my iPhone. I contacted your help desk, and the rep advised me to download an app on my phone, but I still couldn't connect properly to my phone or Mac. This has taken me most of the day, and being 72 years old, I'm not very tech-savvy. The box says it works with iPhone, Android, Windows Phone, and Mac, which I understood to mean it's Mac-friendly, but it's not. I will return the Charge 3 and stick with my Charge, even though it only syncs with my Mac occasionally. It's disheartening and disappointing that in today's technology, it's not easier to use. I've recommended Fitbit to many friends before, but now I am let down by the compatibility. I appreciate the help from your customer service agent, Kat, who was very caring and helpful. Thank you.

Hello, I purchased the Fitbit Blaze in October/November [redacted]. I have been experiencing issues with the battery power draining very quickly, not lasting even a day as it should for up to 5 days. I have contacted Fitbit directly about this problem for almost a year now. Despite being passed from representative to representative and being initially told it was a compatibility issue with my phone and the watch (which was not mentioned when I ordered it), none of the solutions on the Fitbit forum have worked. Recently, a representative acknowledged that the watch is at fault, but then another representative asked me to try it with a different phone in case my current phone was not compatible. I had my daughter-in-law try it with her iPhone 8, and the same issue occurred. I've had this Fitbit for just over a year, but it has been unusable for most of that time. I feel frustrated and unsure of how to resolve this matter. When I purchased this watch, I was deciding between a Garmin or Samsung watch and ultimately chose the Fitbit Blaze, which now feels like a regrettable decision.

Hello, In November [redacted], I purchased the Fitbit Blaze. I have been experiencing severe battery power issues where it does not last even a day, despite its advertised 5-day battery life. I have been in contact with Fitbit for almost a year regarding this problem. Initially, representatives claimed it was a compatibility issue with my phone, which was not disclosed when I made the purchase. Despite trying solutions from the Fitbit forum, the problem persists. Recently, a representative acknowledged that the watch is faulty, but then I was asked to test it with another phone the next day. When tested with an iPhone 8, the issue persisted. I have had the Fitbit for just over a year, and it has been mostly unusable. I am frustrated and would like a replacement, as I have been requesting all along.

I purchased a Fitbit 2 on November 24, [redacted], and have observed that at times the BPM display goes blank, showing only the resting pulse. Given my atrial fibrillation condition, I rely on my Fitbit to monitor my heart rate during walks. I kindly request a replacement with a new Fitbit 2. I have been informed by Big W in Mildura, Victoria, Australia, that providing an RA number will enable them to assist me with this request. Thank you for your help. Sincerely, [Initials]

Dear Fitbit Customer Service, I am writing to report issues with my Fitbit Blaze that I purchased on 24/11/19. After setting it up on 12 February [redacted], it worked fine for three days, reaching over 5,[redacted] steps. However, it has since become faulty. The problems I am facing include the time and date being incorrect, the tracker being stuck on 18th February, and issues with Bluetooth connectivity on my mobile device. I have already tried troubleshooting by checking the time/date settings and ensuring the watch is set to the correct time zone. If possible, I would like guidance on how to resolve these issues. Otherwise, I would appreciate an exchange for a new device. I have attached documentation of my purchase invoice showing a discrepancy in the total amount charged to my account. I look forward to your prompt assistance in resolving these matters. Sincerely, Marie M. 15 Wungan St., Macleod [redacted] Melbourne, Australia

I recently purchased a Fitbit Aria 2 smart scale. After setting it up on my phone and testing it with my partner's devices, we encountered some issues. Initially, my partner had to push the button near the batteries to set it up properly, but it worked for her. However, when I tried to weigh myself recently, the scale didn't recognize me and used my partner's information instead. Upon attempting to sync it again, the scale wasn't set up and kept repeating instructions to check batteries, toggle Bluetooth, and press the button underneath. I replaced the batteries, but the problem persisted. I'm unsure if I'm missing a step or if there's a malfunction with the scale. Any advice would be appreciated.