Android app crashes on Moto G5 Plus

[Averros]

i know there are other messages about this. I see no solution.  this started happening since 2.72.  I can confirm the problem on 2.75 as of this morning.

The app refuses to open. crashes when I try to launch it.  3 consecutive versions of the app have been doing this.

Moto G5 plus. Android 7.0 (Android N). Fitbit 2.75.

it used to work prior to 2.72. I've since tried to re-install MANY times. no help!  WTH!!!!

Tired of not happening the app work on my phone for 2 months now.  This is an EXTREMELY POOR customer experience, especially when it drags on for so long!

Please RESOLVE!!!!

Moderator edit: Clarified subject

[LanuzaFitbit]

Hello @Averros.

Thanks for taking the time to share your experience and concern on the matter.

It could be related to the fact that the Moto G5 Plus is not currently on the supported devices list. This would mean that the app is not fully optimized to work with the phone and thus things like this can happen. Specially so when it worked on the previous version. It could be that the app has grown to be less optimized to your phone with the newer updates.

Please do know that our team is aware of the need to add more devices and that testing is being done in order to expand the list.

Let me know if you have any further questions.

[Averros]

Thanks for the reply.

Please pass the following along to your department supervisor.  I appreciate the job you're doing and the follwoing is not about you or your reply here.  This is about the far less than stellar customer experience (i.e. LOUSY customer experience) I'm having with Fitbit at the moment.

Are you familiar with this quote: "People may not remember exactly what you did, or what you said, but they will always remember how you made them feel."

I'd like to tell you how I feel each time I try to launch the Fitbit app on my phone and it crashes.  I feel pretty lousy about my $300 watch that feels handicapped because I can't use it with my phone. And I feel sour on Fitbit because it feels like the company doesn't care about me or its other Android customers.  I could care less that my device is not on Fitbit's lousy list.  It's a recent Android phone (only 1 year old), running the most recent Android on very recent hardware. And the app USED to work with it. I don't want to hear excuses why it doesn't work.  I want it to work for the Fitbit product I own.

I know there are a lot of good people working at Fitbit.  I don't know the cause of these issues across so many Android devices.  Poor engineering in the core of the app? Not enough engineers to test and fix the problems?  Whatever it is, it's costing the company customers, market share, and most importantly, it's costing the company the good will of its existing customer base.

Don't hide behind this "approved device list" business. when you say that, it comes across as you and Fitbit trying to blame me for this cruddy app not working!!!!

No more excuses. Fix this issue.

[LanuzaFitbit]

Hello @Averros.

Thanks for sharing your feedback with us.

I definitely understand how this can be very frustrating. Please know that our team is fully aware of the multiple requests to add further devices to the list. Please keep in mind that the reason why some devices are not on the list is because testing and optimization for those phones has not been fully done and thus the lack of optimization is the one that can lead to these issues.

Be sure that your comments and feedback will not go unnoticed!

Let me know if you have any further questions.