Fitbit Customer Service Issues

My Versa and iPhone lost synchronization. After a hard reset by a Best Buy associate, everything seemed resolved, even though he warned me about potential data loss. However, when I attempted to change the clock, my phone app displayed "Not Connected." Despite having my wifi on and the Versa fully charged, I am unable to establish a connection. I reached out to Just Answer, where I paid for advice but received similar information as others. Furthermore, I have been facing issues with Fitbit's Weekly Report since I purchased the Versa in February. The report consistently displays incorrect and incomplete information, unlike the accurate data on my phone app. I urgently need this issue resolved or require a replacement for my Versa promptly.

Hello, my name is Yobdee. I recently turned 12 years old. I am reaching out because I am experiencing issues with my new FitBit Inspire HR, purchased on August 4th. The packaging claims a 5-day battery life, but mine only lasts around 2 hours before it shuts off. Even when not in use, it can go from [redacted]% to dead. I saved up my pocket money to buy it, and it's disappointing that it's not working as expected, especially when my friends' FitBits are working fine. As an athlete going back to school soon, I was looking forward to using it. If a replacement isn't an option, I would appreciate a refund since the store I bought it from refused a return due to the 15-day policy. Thank you and have a great day! 🌞 Yobdee Marazzi. [redacted] (SKU Number: [redacted])

Good morning! I own a Charge 2 Fitbit and I'm a big fan of your product. Lately, I've noticed a few issues with it that I was hoping to get some help with resolving. Here are the problems I'm experiencing: 1. I've got a horizontal line of pixels that are no longer working. 2. The screen doesn't always turn on when I raise my wrist to check the time, which it used to do flawlessly. 3. The caller information displayed when someone calls is incorrect. 4. Sometimes when I tap the screen, it doesn't respond as well as it used to, even though it was fine before. I understand that my Fitbit is no longer under warranty, but I would appreciate if you could assist me in getting a replacement if these issues can't be fixed. Thank you for your help! Have a great day! Karolina

I am experiencing issues syncing my Fitbit Charge 2 with my Samsung Galaxy Tab A ([redacted]) tablet (Model SM-T380, Android 8.1.0) since updating the Fitbit app. After reaching out to Customer Service, they attempted to fix the problem for over 45 minutes. I was asked to unpair my Charge 2 and reinstall it using the new Fitbit app. Though the tablet recognized the Charge 2 and a 4-digit pairing number was provided, the app failed to complete the pairing process. Despite confirming that the tablet's Bluetooth functions properly with other devices, the problem persists. It appears that adjustments need to be made to the new Fitbit app to address this specific issue. In the interim, it would be helpful to have the older version of the app accessible.

I attempted to reconnect my device by contacting customer service. The representative advised me to install the app on my phone before the computer. I explained that my only phone is my cell and I couldn't install and speak with him simultaneously. I clarified that I just wanted to update the time and date on my Charge HR, a device I've had for years and holds sentimental value due to my financial constraints. The representative suggested I might need to purchase a new one because mine is old. I tried to follow his instructions on my phone but after 30 minutes, I received an error message and gave up. Despite not being very young, I work full-time on a computer and felt frustrated by the experience. I've decided to explore other tracker options due to the poor customer service I received.

My wife received a Fitbit Charge 2 as a birthday gift last year. Recently, the screen developed an unexplained bulge/crack, hindering its use, especially for swimming due to the risk of water damage. Despite her careful handling of the device for daily fitness tracking, we don't have the receipt as it's been over a year since purchase. Research indicates that this issue is common with the Fitbit Charge 2, suggesting a design flaw. I'm seeking advice on a potential replacement under the grounds of the item not being fit for its intended purpose, as the device is only 13 months old and the fault seems to stem from a manufacturing defect rather than physical damage.

For nearly 3 months, I have been in contact via phone or live chat about the ongoing issue of not receiving text message notifications on my watch. Lately, the watch only displays the same caller name regardless of who is calling. This renders the watch almost pointless as I still need my phone for important notifications. It's becoming frustrating, and if this problem isn't resolved soon, I may need to consider switching to a different watch brand. Hearing that engineers are working on it repeatedly is starting to make me doubt if any progress is actually being made. Just for reference, I am using an Altra HR watch and a Galaxy phone.

My daughter surprised me with a Fitbit as a gift. I have been using it for the past couple of months without realizing there is a pressure crack in the bottom left-hand corner since my eyesight is poor. My daughter brought it to my attention. I am careful with my things, and at 47, it has not been dropped. After showing it to the store where it was purchased, they agreed it appeared damaged before the purchase. I would like to have the screen replaced and add a screen protector to prevent scratches. I have the receipt, and the Fitbit is not even 4 months old. Due to personal reasons, I could not attend to it sooner. I value things and take care of them for longevity. I hope for a prompt response regarding the repair. My daughter intended this as a kind gesture after a difficult time, so the damage is disheartening. I appreciate your understanding in this matter.

Last night, I received a new device to replace a faulty one I had been dealing with for four weeks. After numerous frustrating phone calls and a long wait time, the company finally sent me a replacement. The new device initially had internet permission issues, so I contacted customer service and was advised to wait until the following morning and perform a factory reset if the problem persisted. After following their instructions, the internet error disappeared, but I still couldn't pair the device. Despite doing everything as instructed, including deleting and reinstalling the app, there was no improvement. The customer service representative doubted my claim of following their guidance from the previous night, and even threatened to flag my account for the issue. Upon further calls, it appeared there were no notes from our previous lengthy conversation, leaving me unable to pair the device even after an extended update process.

Hello, I purchased my Fitbit just over a year ago and have used it daily until it suddenly stopped working. Initially, it had trouble holding a charge, eventually not lasting more than a few hours. During the last attempt to recharge, it completely shut off and showed no signs of life. Being 68 years old and living on a fixed income, I found the Fitbit and its app incredibly helpful. However, I am disheartened that it malfunctioned after such a short period. I am considering buying a new one, but I am concerned about its longevity. I am unsure about my next steps. Thank you for your attention to this matter. Best regards, S. Hawes 10A Graves Avenue Northampton, MA [redacted]

My Fitbit Versa Lite has been having power issues, only lasting 8 to 12 hours. Despite trying updates and resets, it eventually died. After leaving it on the charger for half an hour, it turned on with a blank screen, though it could still track my steps. I used it like that for 2 days, charging it once, and then it died for good. Even after hours of charging, it won't turn on. I'm frustrated because I love my Fitbit, it's my 3rd model, and it worked well even while swimming. My Versa Lite is only 3 to 4 months old and in great condition. I have the original receipt and would like a replacement or a refund. Thank you.

Hello, I wanted to share my experience with my Surge watch. My daughter saved up her pocket money for a year to afford it for me, which was a heartfelt surprise. The sleek black strap on the Surge is unmatched in my opinion. Unfortunately, my more recent Ionic watch doesn't measure up to the Surge's appeal. I recently discovered a repair kit on Amazon and I am seeking advice on it. I believe we were misled about the strap's durability as it tore suddenly near the frame, which I find to be a significant design flaw. My daughter, who gifted me the watch, has moved to Northern Russia permanently. With the watch serving as a constant reminder of her, it holds great sentimental value for me. As a retired and divorced individual, it means a lot. I would appreciate any assistance in resolving this issue. Thank you, James M.

My FitBit has completely stopped working after displaying broken scan lines and failing to monitor my heart rate. The battery drained rapidly, and it "bricked" while attempting to charge it. I'm unable to find a way to make a warranty claim on the fitbit.com website. I've spent hours on hold via phone and live chat for two consecutive nights. I believe FitBit should replace my Charge 3.

My Charge 2 is no longer tracking my sleep stages. I have owned this device for over a year, and it has always faithfully tracked my sleep patterns. However, just five days ago, it started only providing basic sleep data. It seems that now I will need to pay for premium features to access full sleep tracking. This change is upsetting and disappointing. Fitbit used to be the best tracker available, and it's disheartening to see charges for previously included features. Why have you removed this functionality from us? Sincerely, Carol G.

Hello, I received a Fitbit Charge 2 as a gift in December [redacted]. I have been taking great care of it since it was a long-awaited gift. Recently, I noticed a crack on the screen that looks like a bubble right down the middle. I haven't exposed it to water or hit it on anything, so I'm concerned about this crack. I am unsure if it is still under warranty. I am part of a Fitbit group where we compete weekly to make the most steps, and I would hate to miss out due to this issue. My Fitbit is crucial to my daily walking routine. Could you please advise on how to fix this? Thank you, Linda G.

Having purchased my Fitbit Alta HR in Nov. [redacted], along with an additional warranty, I have found joy in monitoring my steps and sleep. Regrettably, there have been issues with the bands, as the original one only lasted three months before needing replacement, and the second one started falling off after about four months. This has resulted in incorrect data and damage to the device. I am considering the Charge 3 HR for its durability and swimming pool usability. At 67 years old and not engaged in vigorous activities, the tracker is mainly for tracking steps and sleep. I am hoping Fitbit can assist with a replacement promptly to continue my fitness routine. Thank you, Patti J.

Lately, I've been having trouble charging my Fitbit Charge HR before the battery dies completely. This requires me to reset the device and sync it again with my phone. This hasn't been an issue in the past, but recently, when I attempt to re-sync by indicating in the app that I want to replace my Fitbit with a new one, the app is asking me to create a new account even though I'm already logged in. I'm frustrated because I can't re-sync or reset the Fitbit, causing unnecessary downtime for me. Assistance needed!

Hello, I lost my Fitbit on 5th September. I am trying to locate it before the battery dies. I attempted to sync it in the area I believe I lost it, but it did not work. I hadn't used the app in a while due to limited phone space, so it hasn't synced recently. I bought two Fitbits for myself and my partner, but put mine aside because of a strap issue. My partner had chemotherapy, so his Fitbit was not used much. I swapped the broken side of my strap with his, which weakened and caused mine to fall off unnoticed. Any advice on finding it before the battery runs out would be appreciated. Thank you, C. Wright

My Fitbit is not keeping the correct time. I have contacted your tech support specialists, but the experience was frustrating. I had to repeatedly explain the issue even after going through troubleshooting steps multiple times. It felt like the support staff was dragging out the conversation without offering a resolution. After wasting over 27 minutes with no progress, I ended the chat. I have now decided to buy an Apple smartwatch instead due to the poor experience with your tech support. This incident has made me realize how important good customer service is in keeping customers loyal to a brand.

My Fitbit Alta is no longer holding its charge. It only works for a few minutes before shutting off. Despite it being just 2 years old, I am disappointed in its performance. I have contacted customer service multiple times, but their offer of a 25% discount on a new Fitbit does not seem fair, as it is not my fault that the product is faulty. I would prefer Fitbit to replace my Alta.