Aria 2 weight 7lb less after changing batteries

[Adele-C]

I contacted Fitbit customer service department yesterday morning regarding a problem with my Aria 2 scales. 

They had been working fine until yesterday morning when they were giving different readings for me every time I stepped on. (I had not eaten or drank when testing them yesterday morning) 

I have since replaced the batteries & reset the scales and reconnected to WI-FI 

The scales seem to be working ok now, giving a pretty consistent reading. 

HOWEVER, there’s is a 7lb drop from yesterday morning since resetting the scales & changing batteries. This is the same for my daughter & partner too. 

So, were the scales incorrect for the last 2 weeks and have now corrected themselves. OR, are the scales still showing an incorrect weight? 

We do not own any other scales to compare to. However, my partner is 7lb heavier on his dads digital scales making us think our Fitbit ones are still faulty, but his dads could also be wrong as they are cheap ones, although perhaps more reliable! 

Has anyone else had this issue or can offer any advice? 

Thanks!

Moderator edit: format

[USAF-Larry]

@Adele-C, did you re-calibrate your scales after replacing the batteries?  If not, Reset the scales by removing the batteries for at least 10 seconds, reinsert the batteries, then weigh yourself 5 times in a row to allow the scales to calibrate.  Let us know if that corrects the problem.

[Adele-C]

Hi. Yes I removed the batteries, replaced with new after about 5 mins, reset and reconnected to WiFi. Then I weighed myself consecutively 5 times which all weighed around the same , although not exact. 

Like I explained, my scales seem to be working properly however, they are 7lb less than before I changed the batteries, same for my husband and daughter. 

So I’m unsure which was the correct weight - before I changed the batteries or now? 

[JuanJoFitbit]

@Adele-C Welcome to our Fitbit Community! I'm sorry to hear that your Aria 2 is not providing accurate weight readings even though you have tried the great troubleshooting steps that shared my friend @USAF-Larry. I'd like you to make sure that your scale is placed on an even or flat surface and you, your husband and daughter are stepping on the scale barefoot and still.

If these details are already covered, let me know and I'll be happy to assist you accordingly.

[Adele-C]

Hi, yes tried all of the troubleshooting steps, replaced the batteries with new, recalibrated the scales, weighed the same time of day, barefoot & on flat wooden surface. 

Scales seem to be working now, pretty consistent weights, however they are 6lb less from before I replaced the batteries (please note the scales did not say the batteries were low, I just changed them for new incase they were the problem) 

so, I don’t know if they have been way out for weeks/months and are now correct, or if they add still faulty. Lost all my faith in these scales now x

[JuanJoFitbit]

@Adele-C Thank you for getting back and trying the troubleshooting steps mentioned above. Since the issue persists, I'll send your case to our Support team so they can investigate further and provide a solution.

You should receive an email from them soon.

I'll be around if you have any questions! 

[Adele-C]

Hi, been in touch with FitBit since the problem started Friday. Still no resolution despite being assured 2 days ago that a case had been opened and the issue would be resolved within 24-48 hours. (Quoted in email)  That time has now lapsed. Also, I am under warranty so unless the issue is resolved swiftly I’ll have to seek consumer advice.

I have tried every single troubleshooting step to no avail. Seems Fitbit are dragging their feet with regards to replacing a faulty item. This is a clear breach of contract and is unacceptable. My whole family dropped 6/7 overnight and I’m meant to trust these scales now?

I had a difference of 4 stone within 2 minuntes this morning. Advice from Fitbit despite being told days ago that the issue had been escalated to a specialist team - “change your body type to lean and see if that fixes the problem” 

I’ve had enough of playing a daily guessing game with these scales when they cost me over £100 - I paid that much so I DONT have to guess. Right? 

Heres a solution if Fitbit seem to think it’s such an ‘easy fix’ - you take these back and replace with new, and then I don’t have to do the job of 5 people or spend hours everyday telephoning and emailing FitBit. 

This is not acceptable customer service and is a breach of my warranty. 

Please advise. 

Adele

[JuanJoFitbit]

@Adele-C I appreciate your response! I was able to get in touch with our Support team and was told that they contacted you via email recently in order to follow up. Was a solution provided?

Looking forward to your response!