Avg bpm and HR zones not showing up in Exercise

[AK220]

My device is recording my heart rate as usual but it is no longer showing my average bpm and time in each heart rate zone associated with logged exercise.  I am syncing with my iPhone SE.  

[RBotes]

I have an Alta HR

[RBotes]

hicksiehx, 

I would take the replacement to prove the point that it is not the device, but probably a software issue since it all started on the same date...

Once you have the new device you can keep at them for not delivering a key function the devices are sold for.

Let us know what happens, in the meantime we wait for FITBIT to fix this... I guess?

[hicksiehx]

RBotes, My replacement Alta HR is winging its way to me as I write. but as I live in Australia it may take a while to get here. If, or should I say, when it doesn't provide HR graphing with GPS mapping on manual exercise tracking I will be straight back on to Customer Service.

[RBotes]

Ok, so FITBIT is now confirming what we all know: the device works, but stats does not show. This mind leap took them some time.

"Thank you for getting back to us and sending us a screenshot of your run exercise that didn't have a heart rate information. Because of that we will definitely do our best to resolve this quickly.

Upon reviewing your account, we confirmed that from July 30th 2019 up to now and for every run exercise you'll do,there's no heart rate information included in the record but we see on your dashboard that the heart rate of your Alta HR is working fine."

[SunsetRunner]

Hicksiehx, I can’t believe they sent you a new device! Hey! I want one, too! 😉
Better still, I’d just like mine to work.

[hicksiehx]

1grannyfranny, Sorry to hear you are disappointed in your Apple Watch. I'm still thinking the Polar Ignite my suit me, even though I don't really swim much.

Customer Support decided my Alta HR was faulty - I don't understand why - it doesn't seem logical to me, except that I just kept asking questions. My Alta HR is less than 1 year old and so still in warranty. I should have it by the 19th so then I will probably find out it still doesn't function properly and so I'll be straight back at them.

[hicksiehx]

RBotes, Thanks for printing the whole quote from customer support. I too, sent them a great load of screen shots. I also informed them of the at least 60+ devices of different FitBit models that all simultaneously developed the exact same issue at the same time. I even suggested that this pointed towards a software issue and NOT a problem with the trackers. and yet ... and yet my Customer Service 'Team' are sticking by their diagnosis. After sending them all the information this was their last word on the subject: "In regards to the reason of what happened, the Alta HR is no longer working properly meaning it is defective since with the restart the issue should have been solved. This is why we will be replacing you tracker." 

I am really looking forward to getting my new Alta HR and trying it out. I may have to issue a humble apology if it works but then I think FitBit will be looking at replacing a lot of trackers. Or maybe by then FitBit will have fixed the real problem - Who knows.

[SunsetRunner]

Just saying! 

[SunsetRunner]

I’ve been asking Fitbit support for answers, on Twitter. They sent me a DM.  Here it is along with my reply. If they answer with anything of value, I’ll let you know. 

(I answered in a DM and in the Twitter thread.) 

[hicksiehx]

1grannyfranny, I really like that one - keep up the pressure

[RBotes]

I am actually now convinced that FITBIT has lost the plot... after numerous e-mails, screenshots etc. They now think that I have a CHARGE 2 and has advised as below.

The 'question to your main concern' being when will they actually fix the problem or try and help their customers.

I seriously wonder if they have ever heard of the concept 'customer care' and if they actually plan to fix this problem or trying to annoy the people contacting them to the extreme in the hope that they will just disappear and purchase another brand of device to get rid of them.. eish.... this sucks big time..

And maybe they should 'spell-check' their own e-mails as well - just saying.

##Regarding to your question about your main concern, we feel bad to inform you that we don't have enough information to share with you until when the issue will last but our higher team trying there best to fix this issue as soon as possible.

For the mean time, may you please try the recommendation below:

• Unpair Charge 2 from Fitbit account via Fitbit app
• Unpair Charge 2 from mobile device's Bluetooth settings
• Go to Settings on your mobile device
• Click on Apps
• Click on the Fitbit App > Storage > Click on Clear Cache and Clear Data
• Restart your phone and restart your Charge 2 (How do I restart my Fitbit device?).
• Next, make sure your Location and Bluetooth setting are both turned ON on your mobile device and you are wearing your tracker
• Open the Fitbit App (it may ask you to login)
• Pair Charge 2 to Fitbit account
• Make sure settings in the app are set preferably/correctly
• Sync Charge 2

After follow the steps above, please test the Charge 2 is still won't give an heart rate information.

We do appreciate you understanding in this matter.

Sincerely,

Xander M. and the Fitbit Team

[SunsetRunner]

RBotes, this is embarrassing on so many levels.

[hicksiehx]

RBotes, I wonder if the reply you got was a 'cut and paste' effort. I don't think these guys have a clue they just have a box of tricks that might fix a problem and they dole them out at random until the customer either manages to fix the problem or the customer gives up and goes away. There seems to be little evidence that they are involving the FitBit developers in this.

[hicksiehx]

RBotes, It occurs to me that when my replacement Alta HR arrives on Monday and I set it up, I will in effect be doing almost the same thing as is described in the advice Xander has dished out. But I don't think it will work. I would be more confident about FitBit's advice if there were phrases like:

"We have replicated this fault here at FitBit and identified the cause. We now have a solution. Proceed as follows ..."

[JS85]

I am being told this is an uncommon issue: here is the exact wording from my recent communication with FitBit:

The Alta HR has been syncing with an iOS running the latest version of the app, and it is transferring the information correctly. Since there are no further indications in our system to confirm the issue, we will reach a higher department to provide you with an accurate resolution, after doing a proper research on this uncommon issue.

Once we receive instructions we will send you an email with the next steps. (End)

...hmmm.... so many people email them, yet it’s uncommon. They need to look at their community comments as well. This needs to get fixed.

[SunsetRunner]

JS85.
It appears we are getting similar responses. I'm curious; I’m at email #7 or 8. I’m assuming we fit a certain prodigal, hence similar responses.
Here’s what I received:

We'd like to inform you that since this issue could not be resolved by troubleshooting. We know that some unanticipated situations might arrive and will come to affect the customer's experience and take it away from our original vision of what we want to deliver to all of our Fitbit family members.

Since this situation turned out to be uncommon, we need to research the root cause of the issue. Meaning that our engineering team has to go through all of our data, software, and hardware to fix the issue.

Due to the complexity of this process, it may take longer than expected, and thus being the reason why we can't determine any specific date to provide our customer. We would appreciate your time and patience while our team is working diligently to come up with a resolution to resolve the issue you're experiencing..

It's a fact that this is indeed an area of improvement. There's no doubt that we will make the most of it. In fact, your opinion matters to us. Hence, we look forward to making your Fitbit experience even better. And remember, if you happen to have additional questions or concerns. Please, let us know, we will be happy to look into it.

Sincerely,
Mark Ag and the Fitbit Team

[JS85]

Sounds very very similar. I was on email #2. The first the team asked if I had restarted according to their restart instructions and if I was wearing my band properly. I’m annoyed with their response. 🙄

[SunsetRunner]

Hi, JS85

In my emails, at the end, I always asked them to check fitbit Alta HR community, as there are many people have the same problem. But, seemed like they never look. 

My recent response from Fitbit said that reset Fitbit and asking follow the website instruction.... obviously they are not paying attention. And then now asking me let them know that in the display on my HR is only - - like this or not. 

I try to keep nagging them but I think they really want us just “go away”....

[SunsetRunner]

Hi Folks

I got this reply! dunno when they will fix this. 

We are currently aware of this issue and are working to identify a resolution as quickly as possible. 

We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

Please let us know if there's anything we can do to assist you in the meantime.

I would have loved their dev team to stick to "If it ain't broke don't fix it"

[DenisKor]

Yeah, I already received the same answer three times. Two times in the chat and once on Twitter. A huge disappointment.