Feedback about customer support

[Lilbiddy]

For Gods sake, will someone please change the reps. script. 

We have seen it, read it, tried it and their suggestions do not work. 

Also it is pretty insulting to just tell your customers to buy other equipment because you have purposefully sabotage what we were using.

Stop just repeating these messages and deal with the issue of a rapidly diminishing customer base.

Moderator Edit: Updated Subject For Clarity / Word Choice

[RobertoME]

Hi there @Lilbiddy, I was reading your post and I understand that in some scenarios, including Moderators and Customer support representatives can sound repetitive. I want to clarify this is not the intention and I can guarantee our goal here is to assist you in any way possible.

For the same reason I appreciate your feedback and the fact you have brought to my attention your comments. I'm wondering also if you can let me know what is the issue you are going through and what steps you have tried so far? Perhaps I can give you some help or insight to get you back on track.

Also just a heads up, I have to edit some words of your post since we have to keep the readability of our Community and maintain a friendly environment. For more details review our Community Guidelines.

See you later and I'll be looking forward to your response in order to assist you better.

[Lilbiddy]

Oops sorry, solution hit by mistake.

My problem is the same as everyone else and the suggested palaver has not resolved it. My phone is running Android 5 as far as I can see and was functioning perfectly with my charge 2 until your 2.64 update.

The only solutions that seem to work are to circumnavigate your update and install a previous version. 

I am sure that many others along with myself have difficulty in understanding why you cannot give us this option and appear to assume that we all have multiple phones, computers and the latest devices available to us.

We are not feeling the love.

[RobertoME]

Hi there @Lilbiddy, thank you for sharing with me the issue you are experiencing. Don't worry about the solution, I just removed this from the thread to avoid any confusion.

I was reading your post and I saw you are also experiencing issues with the latest version of the Fitbit app. Rest assure we have received reports from other users too, as you have noticed here and we are working hard to provide a prompt solution.

I would like to share with you our last update regarding this scenario. If you haven't seen it yet, you can find all this information here: Syncing issues since 2.64 Android app update.

I understand your point of view to give the users the option to downgrade the app to a previous version, however note that due to the development of the app and the fixes we release over time, we do not recommend to run with old versions as this might affect other sections of the app. Nonetheless some users have found this as a workaround during these issues.

Now I did not mentioned this before, since I was not sure what was the issue you were experiencing, but we have started rolling out a new version of the app this week and I have seen other users have reported the app is syncing now with this new version. If you have not install this version I strongly recommend to review your Google play store to see if the new version is available for you and install it. For more details take a look at this post:  Android app version 2.65 is now available - 1/22

Thank you for all your patience while we work to improve the Fitbit experience. Hope you find informative this.