Aria Step Off, Sensing, Error

[DC91]

Have had this scale for two years and loved it. All of a sudden today I change the batteries and start getting a step off, sensing, error message over and over again. Contacted customer service and all they can tell me to do is throw it away. For a scale that costs so much money it's unacceptable that it stops working so soon. Have been a loyal customer for over three years and now I'll have to look elsewhere for a quality product

[Cheytan]

I think I know what Mojito is. I was there to collect a free gift. It's a company that distributes all the free gifts given by credit card companies and others. So they r not a Fitbit distributor. I've given up on the Aria and will switch to other scales. 

[Kenleehk65]

Thanks, I kinda figured that out already but it’s unforgivable that a reputable company like Fitbit doesn’t give a hoot about a it’s customers.
It definitely won’t get my recommendation.
I’m going back to my Mi Band 2 with 20 days between charges and a new Mi scale.

Regards,
Kenneth

[Keylargo77]

Interesting that Aria software updates might be the cause of scale failure.  Mine also failed during August 2017.

Threw mine into trash. 😕

[SunsetRunner]

Been trying to figure out how to dispose of it.
They told me it was the sensor and somehow when I turned it over to chg the battery, sensor (which is 'very sensitive") got shaken 😱😱😱😱😱😱😱

Susie Ingalls
Sent from my iPad

[SunsetRunner]

If I didn't like my Fitbit charge so much I would chg also. Will wait I guess til it decides to quit and then they won't respond to that problem. Thanks for mention of your new system. I have not heard if that

Susie Ingalls
Sent from my iPad

[SunsetRunner]

Ditto!)

Susie Ingalls
Sent from my iPad

[Pb2645]

@Pb2645 wrote:

Already did this.  3 Times.  Not resolved.  Issues persists.  This is not a resolved issue.

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To respond to my earlier post, Fitbit has not responded to this post yet (nor have they responded to others in this thread with any solutions).  There was clearly a flaw in their software update that effectively “bricked” a large portion of their scales... mine included.  

They have no solution for this and are not telling the community that they are even working on one... in fact it appears clear from others that their best answer is “it’s out of warranty, so tough...”.  

While that may be acceptable for cell phones after 3+ generations, it’s clearly unacceptable to the community who has purchased this $160 scale... I would encourage Fitbit to change course here or risk permanently damaging their reputation.  

Personally, after seeing fitbit’s lack of response with a plan to fix, I have thrown my aria scale out and bought a scale from weightgurus.  It senses in addition to weight, BF, BMI, bone density, and water weight. It handles multiple users and it’s only $60 on Amazon and simple to set up and connect to WiFi.

Its telling when a company would rather turn customers away under the claim  of “your warranty expired”, assuming they would buy another $160 scale... rather than fix the software problem you created....  especially considering competitors are selling scales that are just as good (if not better and with more features!) for 1/3 the price...

#fitbit #fitbitcommunity #bebetter #weightgurus

[Kenleehk65]

Now that’s news! In the course of my work, I come across sensors of all types, most of them solid state types and they are far more robust than you think. I’d surmise that if the ones on the Aria are that sensitive to g-load changes, they must be one of those UATA types (Use And Throw Away).....

Regards,
Ken

[SunsetRunner]

Your info is interesting. That is definitely what the one customer SVC Rep said to me and I use that term "customer SVC" loosely!!

Susie Ingalls
Sent from my iPad

[DebbieJoMan]

I purchased the same scale 2weeks ago.  Got mine on sale from Target for $28.  I hate to move away from Fitbit but I cannot buy another scale from them when this is their response to what they broke with a software update.  Not sure that I will purchase another tracker either.  One thing I used tell people about was Fitbits wonderful customer service.   Not anymore!!

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@Pb2645 wrote:

@Pb2645 wrote:

Already did this.  3 Times.  Not resolved.  Issues persists.  This is not a resolved issue.

---

To respond to my earlier post, Fitbit has not responded to this post yet (nor have they responded to others in this thread with any solutions).  There was clearly a flaw in their software update that effectively “bricked” a large portion of their scales... mine included.  

They have no solution for this and are not telling the community that they are even working on one... in fact it appears clear from others that their best answer is “it’s out of warranty, so tough...”.  

While that may be acceptable for cell phones after 3+ generations, it’s clearly unacceptable to the community who has purchased this $160 scale... I would encourage Fitbit to change course here or risk permanently damaging their reputation.  

Personally, after seeing fitbit’s lack of response with a plan to fix, I have thrown my aria scale out and bought a scale from weightgurus.  It senses in addition to weight, BF, BMI, bone density, and water weight. It handles multiple users and it’s only $60 on Amazon and simple to set up and connect to WiFi.

Its telling when a company would rather turn customers away under the claim  of “your warranty expired”, assuming they would buy another $160 scale... rather than fix the software problem you created....  especially considering competitors are selling scales that are just as good (if not better and with more features!) for 1/3 the price...

#fitbit #fitbitcommunity #bebetter #weightgurus

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[SunsetRunner]

I feel the same way about the tracker. I have had issues in the past with a tracker and customer service was awesome. I was so surprised how they are handling the scale issue if my tracker starts having issues, not sure what I will do. Sure hate to lose all data on fitbit

Susie Ingalls
Sent from my iPad

[SunsetRunner]

Hope you got it and enjoy it.

Susie Ingalls
Sent from my iPhone

[LJWeston]

Can’t believe I’ve found this huge thread of complaints !! My scales have stopped working today too 😞

Seems totally fishy with the launch on the aria 2 here in New Zealand. 

Come on Fitbit, a lot of unhappy customers. 

[LJWeston]

Can’t  believe I’ve found this huge thread of complaints !! My scales have stopped working today too 😞
Seems totally fishy with the launch on the aria 2 here in New Zealand.
Come on Fitbit, a lot of unhappy customers. 

[LJWeston]

Same. And what do you know, they are about to launch the aria 2 here in New Zealand. This stinks Fitbit 

[Pb2645]

To the Moderator: Please see my previous post so it may be a guide to understanding a better response is needed from Fitbit than just taking the batteries out and reweighing yourself 5 times...  I followed your instructions.  Including setting it up as a scale for the first time (after having it for at least a year).  Definitely not a resolved issue.  Its clearly a software issue with the older Aria scales. Since Fitbit continues to say you can solve it by pulling out the batteries and replacing them to reset everything, you aren't addressing the clear failing which has to do with the software update.  The scale functioned perfectly until the update.

Due to the continued lack of an answer to this issue across your community, including across multiple threads where this issue has come up and various reps have closed threads saying its "resolved", you continue to ignore the problem and subsequently show disrespect for your consumer.  Telling the community to call customer service isn't an answer either... Especially when those who do call are coming back to the community and uniformly being told their scales are out of warranty and therefore its their problem their scales were "bricked" by the software update.

As a result of this approach, I got rid of the Aria Fitbit scale since Fitbit still has failed to identify a solution in the thread that solves the problem. Your inaction has actually driven me to buy a scale that is 1/3 the price of your scale, with more features... I repeat, as I noted in my previous post, the surest way to go out of business is to treat your customers poorly and drive them to your competitors products... I, like many on this forum, have had good experiences with your products and don't like the idea of walking away, but you aren't really giving us many options without being open to how you are resolving your software issue with your scale.

For the benefit of your current and new scale customers, please don't identify the issue as resolved and please post the resolution that identifies how you are addressing the software problem.  If customers knew you were at least serious in addressing the issue and had an update in the works that would address the failed update, it would significantly help assure the people on your various threads that you take ownership of when an update didn't do everything you thought it would do.  And, it might have kept someone like me around, knowing you were working on a REAL solution... #BeBetter 

[LivingInPuglia]

I have just started getting this problem and I followed your suggestions. The scales seem to work now but I was a bit surprised to see 6 different weight readings, upto .6kg apart. It makes me wonder about the accuracy of the weight reading.

[SunsetRunner]

wow, I'm surprised yours is giving you weights. I don't think anyone else reported that!


[http://gfx2.hotmail.com/mail/w3/ltr/../emoticons/heart.gif] Susie

[SunsetRunner]

This is a great recap of the total issue!


[http://gfx2.hotmail.com/mail/w3/ltr/../emoticons/heart.gif] Susie

[Cyndeedi]

My Aria has also stopped working. The scale would cycle through “step on”, “step off” “sensing” etc over and over. This caused the batteries to drain quickly. The last time I changed batteries, I got the error message. I am very sad that my scale no longer works. But will not buy another one. 

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@DC91 wrote:

Have had this scale for two years and loved it. All of a sudden today I change the batteries and start getting a step off, sensing, error message over and over again. Contacted customer service and all they can tell me to do is throw it away. For a scale that costs so much money it's unacceptable that it stops working so soon. Have been a loyal customer for over three years and now I'll have to look elsewhere for a quality product

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