Feedback about Premium

[Zk1]

Charge 3 – issues with display of sleep stages since Jan 24 2020; Heart Rate average calculation and day beats on and off for few weeks; since when did sleep score become a pay for info; and if it is get it off my phone – when I see a blank display I believe that you program does not work! Issues with Hourly Activity reposting - the tracker reports goal achieve, the phone display steals your achievement….

Over all 2 issues: 1) stability of reports and consistency of available data (see above), 2) it sucks that you have taken features away and made them pay for months after it was running free of charge – end game will you charge me for accurate step info! Bull**ahem** all the way!

• Above makes it difficult to have a stable goal setting – this makes the product unreliable!
• When you decide arbitrarily to charge for info – I feel like you are stealing from me! Will you provide discount to the device when you take data away?

I feel cheated – you want to charge me for data available for months and your device in non-premium mode is NOT stable in data collection and display!

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hi @Zk1, welcome to the Community Forums! Sorry for the delay in responding your post.

Thanks for taking the time to share your thoughts and personal experience with your Fitbit device, I understand your situation and how frustrating this matter can be for you. I'd like to let you know that we are always striving to improve the Fitbit experience with our products and services, therefore, the feedback that's shared here in the Community Forums is always appreciated and really helpful for us to evaluate our procedures and make sure that we are delivering what our users want and need.

Our Customer Support team informed me that they provided you assistance with your concern, therefore, since you already received assistance from our Customer Support team, I suggest you to contact them back if you require further assistance or if you have any additional questions about the outcome of your case.

Let me know if you have any additional questions, I'll be around.

[Zk1]

Thanks for your suggestion! My question / concerns with stability of you servers is known to FitBit – you are correct, and this issue has been confirmed to me by your Customer Support team! I simply feel the need to get more people to request this fix! Therefore, I have posted on the forum!

In addition to this I am very concerned that your company has made a decision to provide a “stable” premium platform and platform which is faulty for the rest of the users! This should be known by customer buying your devices! That is why it needs to be posted and promoted.

Please inform your IT people that they should try to address the platform stability issues, they have not resolved it for non-Premium users! Thanks for you reply, good luck!

Moderator edit: Format

Moderator edit: Word choice