Fitbit Customer Service Issues

I bought a Charge 3 on January 30, [redacted], and have been using it regularly. It accurately tracked my sleep stages - Awake, Light, REM, and Deep - until March 12th. However, it hasn't been recording sleep stages on March 12, March 15, and subsequent nights since March 17. I haven't changed how I wear or use the device. Is there anything I should do to ensure it continues to monitor and report sleep stages correctly? Occasionally, it splits my sleep into two segments, which explains why some short periods may not display sleep stages. I've also noticed that on certain nights, the sleep data starts after midnight, even though I go to bed around 10:00 p.m. Thank you.

I've been a Fitbit user for about 8 years, starting with the Charge 2 model. Recently, I noticed a tiny crack on the front screen that seemingly appeared out of nowhere. I haven't bumped it against anything, so I'm unsure how it happened. Can you please let me know if it's possible to replace just the front part of the watch? Besides the crack, everything else works perfectly, except for the screen readability during the daytime. My name is Lisa J., and you can reach me at [redacted] I've bought several Fitbit watches over the years, so I can't remember where or when exactly I purchased this one. Could you check your records to see when I started using it? Thank you for your assistance. Lisa J. from BC, Canada.

I have been using a Fitbit for about 8 years. My current Fitbit Charge recently developed a small crack on the front screen without any impact that I am aware of. Can you please let me know if it's possible to replace the cracked part? Everything else works fine except that the screen is difficult to read unless it's dark. My name is Lisa Jarratt, and my contact info is provided. I have been a loyal customer, but I am uncertain when I purchased this Fitbit. Any assistance would be greatly appreciated. Thank you. Lisa Jarratt, BC, Canada.

I recently purchased the Ionic, having previously used the Blaze for about a year. I have a heart condition and rely on your product for monitoring my health and weight loss journey. Upon switching to the Ionic, I noticed a significant increase in my resting heart rate. Over the course of a week, it rose from an average of around 66 to 74. Curiously, when I wore both devices while exercising, they displayed similar readings. However, at rest, there is a notable difference. I'm unsure if there might be a calibration issue with the Ionic or if the Blaze was simply less accurate. Additionally, the Blaze failed to track my sleep for a year, only showing awake or asleep status. The Ionic, on the other hand, successfully monitors my sleep, which I appreciate. Despite being drawn to the Ionic for its design and additional features, I'm concerned about the stark difference in resting heart rate readings. Any advice or insights would be greatly appreciated.

Dear Fitbit, I am writing to express my immense gratitude for your product. Recently, my 77-year-old father, who leads a very active lifestyle, noticed something unusual with his heart rate reading on his Fitbit. Despite feeling fine, he detected irregularities during a walk. Upon researching, it was recommended that he seek medical attention. Today, he was admitted to the hospital and diagnosed with AFIB after experiencing irregular heartbeat. Thanks to your device, he was able to receive prompt medical care and is now under observation, expected to recover. I wanted to highlight that your product not only promotes fitness but also has life-saving capabilities. As a volunteer firefighter, I understand the profound impact of aiding in emergencies and saving lives. I wanted to share this positive experience with you to show the invaluable contribution your company makes. Thank you sincerely, Thomas Pantano Sayville, NY [redacted]

Dear Fitbit, I wanted to express my utmost gratitude for your product. Recently, my active **-year-old father noticed something unusual with his heart rate reading on his Fitbit. Despite feeling well, he observed persistent irregularities during his walk. Following research on the matter, it was recommended that he seek medical attention. Today, he was admitted to the hospital and diagnosed with AFIB. He is currently under observation and is expected to recover. This incident highlighted that your product is not just for fitness but can also be life-saving. As a volunteer firefighter, helping to save a life is incredibly rewarding, and I wanted to share this positive experience with you and your team. Thank you immensely for creating a product that potentially saved my father's life. Sincerely, T.P. from Sayville, NY

I received a special edition Lilac Charge 3 for Christmas from my children. Since the beginning, I have encountered issues with the Fitbit. It would randomly stop working, showing a blank screen or only the Fitbit icon flashing. After contacting support multiple times, I requested a replacement which was sent out a month ago. However, the new Fitbit replacement is also malfunctioning. It charges but quickly loses battery within a few hours, making it unable to track a full day's activities. I am beyond frustrated and at this point, I just want a refund as it appears this Charge 3 model is faulty. I have also noticed similar complaints online from other users. Can I please receive a full refund for this defective product?

Subject: Correctional Employee Recognition Week at Luther Luckett Correctional Complex Address: Luther Luckett Correctional Complex Dawkins Road, P.O. Box 6 Lagrange, KY [redacted] Phone: [redacted] ext. [redacted] (Jackie) or ext. [redacted] (Sonya) Tax ID: 61-[redacted] Dear Sir or Madam, We are excited to announce the upcoming Correctional Employee Recognition Week in May [redacted]. This dedicated week is a chance to honor the diligent men and women who work in challenging environments within the Department of Corrections at Luther Luckett Correctional Complex. Their commitment to safeguarding the community often goes unrecognized, making this week particularly significant. As a non-profit organization, we rely on the kindness of businesses and individuals like you to support our cause. Your contribution would make a meaningful impact on the success of this event. Your generosity will not only be acknowledged in our commemorative program but also help highlight your business to a larger audience, showing your commitment to the community. Should you have any queries or wish to contribute, please don't hesitate to reach out to me at [redacted] ext. [redacted] or via email at [redacted], or contact Sonya Angell, Fiscal Manager, at ext. [redacted] or via email at [redacted]. We sincerely appreciate your consideration and support. Thank you, Jackie Back, Administrative Secretary

Subject: Donation Request for Correctional Employee Recognition Week Dear Sir or Madam, I am reaching out on behalf of the Luther Luckett Correctional Complex to request donations for our upcoming Correctional Employee Recognition Week in May [redacted]. This week serves as a time to honor the hardworking men and women of the Department of Corrections who demonstrate exceptional dedication in challenging environments. Being a non-profit organization, we rely on the generosity of businesses and individuals like you to make this week a success. Your donation would directly support the employees who work tirelessly to ensure the safety of the community. We believe that your contribution will not only be a show of support but also beneficial exposure for your business. Any assistance you can provide will be greatly appreciated and acknowledged in our commemorative program. For more information or if you have any questions, please contact me at [redacted] ext. [redacted] or email me at [redacted] You can also reach out to the Business Office Fiscal Manager, Sonya Angell, at ext. [redacted] or through email at [redacted] Thank you for considering our request. Warm regards, Jackie Back, Administrative Secretary

Subject: Correctional Employee Recognition Week Celebration Donation Request Address: Luther Luckett Correctional Complex Dawkins Road, P.O. Box 6, La Grange, KY [redacted] Phone: [redacted] ext. [redacted] (Jackie) or ext. [redacted] (Sonya) Tax ID: 61-[redacted] Dear Sir or Madam, We are pleased to inform you that Correctional Employee Recognition Week will be celebrated in May [redacted]. This week is dedicated to acknowledging the hard work and dedication of the women and men at the Department of Corrections who face challenging situations daily. As a non-profit organization, we rely on the generosity of businesses and individuals to make this week a success. We kindly ask for your support to honor the employees at Luther Luckett Correctional Complex, who play a vital role in ensuring the safety of the citizens of Kentucky. Your contribution will be acknowledged in our commemorative program, providing exposure and recognition for your organization. If you have any queries or wish to make a donation, please contact me at [redacted] ext. [redacted] or [redacted], or Sonya Angell, Fiscal Manager, at ext. [redacted] or [redacted] Thank you for considering our request. Sincerely, Jackie Back Administrative Secretary [redacted]

I'd like to share my recent experience with customer support about my Fitbit Ionic. I've been a loyal customer since the first Fitbit model was released and have upgraded over the years. I purchased my Ionic in February [redacted] and it unexpectedly stopped working in April [redacted]. Despite taking good care of it, following all precautions, it suddenly died. I've tried troubleshooting extensively with online agents, but nothing worked. After a live chat, I was offered a discount on a new product. However, this whole situation has disappointed me. I understand that the warranty expired a month ago, but given my loyalty and the short timeframe, I hoped for a better resolution. I believe being understanding of customer situations is key in maintaining customer loyalty. This experience has made me hesitant about continuing to invest in Fitbit products in the future. Thank you, Joshua

My Fitbit Charge 3 continuously freezes on one screen, requiring frequent resets. This issue hinders its reliability for exercise tracking and even caused inconveniences during payments due to the payment feature. The short screen timeout makes it unsuitable as a watch and affects its usefulness at work for monitoring heart rates. The product has been a disappointment since day one, and attempts to seek help from customer service have led to frustrating experiences in chat rooms with other dissatisfied customers. I am deeply disappointed with this product and would prefer a refund.

I recently purchased the Versa for my husband. Setting it up was simple, but I encountered an issue with not receiving text message alerts/previews. Despite troubleshooting online and with tech support, the problem persisted. I exchanged the watch for a new Versa, only to face the same text alert problem. After another unsuccessful tech support call, I learned that Fitbit is aware of the issue but has no timeline for a fix. Disappointed, I decided to return the watch. I wish Fitbit would address this publicly and provide updates on the situation. I am a fan of Fitbit products, particularly the Charge 3, and am let down by the Versa's performance. As a result, my husband plans to purchase a Casio instead.

I am reaching out to share my experience with Fitbit and Care Credit through Synchrony Bank. There was a promotion offering a free Fitbit for opening a new Care Credit account with a $[redacted] balance. After contacting Care Credit on 11-29-18 and being informed the Fitbit would be mailed in 6-8 weeks, I awaited its arrival. Today, with nothing received, I called again only to discover I needed a code to order online, not provided during my initial call. The promotion ended on 3-31-19, and as it's now 4-5-19, I was informed I missed the deadline. Despite filing a complaint with the Better Business Bureau, I am seeking assistance in this matter.

My Fitbit was lost but found within 24 hours. When we got it back, my husband inadvertently switched our Fitbits. My Fitbit now shows a notification "www.fitbit.com/setup". I tried to reset my device but couldn't find the "Steps" icon on the dashboard. I googled solutions and tried various remedies, but I still can't locate the steps feature. There is an "exercise tracker," but it's not the same. Since my husband is in Argentina, I can't use his app to troubleshoot. Please help me fix this issue. Thank you, Beth.

Hello! I have been enjoying my Fitbit Versa for about 10 months now and it has been great. Recently, I decided to swim with it, even though I had been hesitant before due to concerns about water damage. After swimming for about 30 minutes, I noticed the screen wasn't working properly. Despite charging it and trying to reset it, the screen remained black. I found out online that others have experienced similar issues with the water seal on the Versa being faulty. I have been a loyal Fitbit customer and really like my Versa, but this experience has been disappointing. Luckily, my device is still under warranty and I would appreciate guidance on how to promptly get a replacement Versa. Thank you!

I am disappointed with my Fitbit Versa purchased in May [redacted]. Back in October, I had to send it in because it would not turn on after getting very hot while charging overnight. A replacement was provided. Recently, the device turns off unexpectedly, even when fully charged, and it inaccurately tracks my miles. As I train for a half marathon, surpassing 20,[redacted] steps seems farther than 1.14 miles. Running with a friend using a different watch reveals the mileage discrepancy. This experience is frustrating, especially considering the investment in the Fitbit Versa, as I had previously had success with Fitbit watches. I doubt I will purchase another one. I am uncertain what can be done to address these issues. - Jodi J.

I am experiencing difficulties while setting up my new Charge 3. Despite following all the steps from the account page, such as placing the fully charged Fitbit into the cradle and inputting the 4-digit code to pair the device, I keep seeing an "X" on the display of the Charge, indicating the pairing did not succeed. I've tried various troubleshooting steps like reinstalling the FitBit Connect app, changing USB ports, and even attempting the setup on my non-bluetooth laptop before involving my phone. I have exhaustively searched for solutions in forums, community boards, and through third-party sources. If I can't resolve this issue soon, I will be compelled to return the device for a refund and explore options with a different manufacturer. Setting up the Charge 3 shouldn't be this challenging.

I've had a Fitbit for three weeks, but I'm struggling to pair it with my iPhone. I've tried reinstalling the app and rebooting the phone multiple times. Despite seeking help from tech-savvy colleagues, I can't seem to receive phone calls and notifications on my Fitbit. Although the app is registering my activities, I'm having trouble with the pairing process. Can anyone offer assistance with this issue?

I am disappointed with the FitBit warranty and customer service. I have purchased 3 FitBit watches, including 2 Charge HRs and a Blaze. Both Charge HR watches had the same issue of bubbling on the bracelet after the warranty period. The first was replaced, and the second was replaced with the Blaze. Now, my wife's Charge HR, 1.5 years old, has the same problem. This recurring defect is frustrating. I was offered a 25% discount to purchase a Charge HR2 at regular retail price, which I consider unacceptable. I need further assistance from someone who can address this issue effectively. The supervisor I spoke with was not able to offer more help. The defect number is [redacted]1. Please assist me before losing me as a loyal customer.