Aria shows a Sensing, Step Off, Thinking, Err message

[PixieMac]

I had my scales working fine at my previous house, now moved into new property and just can't get beyond the Sensing, Step Off, Thinking, Err. message.  Scales are on my wifi 2.4ghz. and I am on a hard floor, barefoot what else can I do?

Thank you so much in advance

Moderator edit: updated subject for clarity

[USAF-Larry · Accepted solution]

 @PixieMac, did you restart/recalibrate your scales after moving them?  To do that, remove the batteries, wait at least 10 seconds, put the batteries back in, then weigh yourself 5 times to recalibrate the scales.

[SarahBanach]

5x and it will work? Mine is doing the same thing...

[PixieMac]

I didn’t mean to click to say it was solved. I can’t undo that action, but it hasn’t worked

Sorry

Hi ya Sarah,

sadly it hasn’t worked, I inadvertently clicked the solved it button and can’t undo it 

this is my second set of scales to do this and I’m a long way from happy as they are SO expensive 

Sent from my iPhone

Moderator edit: merged reply

[JuanJoFitbit]

@SarahBanach Thank you for joining us in this thread and our Fitbit Community! I'm sorry to hear that your Aria scale is also displaying a "Sensing Thinking ERR" message. I'd like you to try the troubleshooting steps that shared @USAF-Larry above. In addition, please make sure that your scale is placed on an even or flat surface and you are stepping on it barefoot.

@PixieMac I'm sorry to hear that your Aria scale is still showing the same error message even though you have tried the workaround shared above by @USAF-Larry. Due to this, I'll forward 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 guys have any doubts! 

[SarahBanach]

Great! Thanks. It’s still doing the same. I’m about to chuck it out the
window.

[crayoff]

I have spent over 2 hrs on the phone with reps and they are basically telling me the scale is out of warranty and garbage but reading here it is when they switched off wifi...and comcast

[JuanJoFitbit]

@SarahBanach Thank you for getting back and trying the troubleshooting steps shared above. Since the issue persists, let me go ahead and send your case to our Support team and they'll be happy to assist you and follow up. They'll contact you via email soon.

@crayoff I'm sorry to hear that your Aria scale is no longer covered by the warranty. I truly understand how you feel about this and I appreciate your feedback and comments since this helps us to keep improving our products and services.

[SarahBanach]

Yea, I tried calling too and hung up after waiting 35 minutes. I don’t have time for that!! It’s too expensive to not work after a year. 😡

[Ofeliam28]

They are rude and don’t make an effort to help. The lady I got basically told me my scale is out of warranty and that I needed to fix it myself. We pay over a hundred dollars on a product to be told fix it yourself!!! How is this possible. I can’t believe how many people have this same issue after one year. 

[SarahBanach]

Well that’s just wonderful. I can’t wait to see what happens when I finally
get through to customer service 😡

[PixieMac]

Trust me.... I’m in sledge hammer mode, it’s the 2nd set at over £100 to do this!

Sent from my iPhone

[JuanJoFitbit]

@SarahBanach @PixieMac I was able to get in touch with our Support team and was told that they contacted you guys via email. Please check out your email account and see if you both received their email.

@Ofeliam28 I'm sorry about the experience you had. Your feedback and comments are greatly appreciated since this helps us to keep improving.

I'll be around if you guys have any questions!

[PixieMac]

I have responded to the email I have received 🙂

[JuanJoFitbit]

@PixieMac I'm glad to hear that you received the email and our Support team will be happy to follow up.

I'd like to invite you to visit our Discussions board where you can share your experiences, meet people and create new topics.

Hope to see you in our Fitbit Community more often! 

[Aaze]

What did they offer on the email? 

Our scale ale has just started doing this (seems to have been lots of people with same issue recently). I’ve tried resetting but can’t get the setup process to get PST connecting to the Aria WiFi. 

[Raihan]

Hi Pixie, can you please share what the end solution to this problem is? I have same problem and have tried several times since moving house and WiFi setup change. But, no success. I would love to get this working back up.

[SarahBanach]

ABSOLUTELY NOTHING! Because it was past the 45 day limited day warranty.
What a crock. Here is my email to them.... and their response.

Hi Danny,

Ha! Well isn’t that the **ahem**! Of course it is. Because it is a “limited”
warranty. Thank you for your help and taking the time to look into this. I
know it is not your fault because you are a CSR and you have to follow
rules, so please don’t take any of this personal as it is not directed
towards you. To be honest, a limited 45 day warranty is pretty **ahem**ing
ridiculous, in my opinion. What is going to happen in 45 days? Not a
friggin thing! My scale has worked great up until a couple days ago.

Thank you, Fitbit for making such a horrible product that did not last much
longer than a year. I know now that I am not the only one having this
issue. I’m pretty sure I will never purchase anything else from Fitbit.
However, to you, that won’t really matter because I am one person out of
millions that will continue to purchase your products.

Thank you for your time.
Take care & Happy Holidays
Sarah.
___________________________

Hi Sarah,
Thank you for getting back in touch with us.

Before anything else, we want to thank you for being a loyal Fitbit
customer for many years. We also appreciate for taking the time sharing
your feelings and feedback about this process but we'd like to mention that
our intentions weren't you feel in that way, our intentions were to make
you feel pleased and helped as we're committed with our customers to give
them the best Fitbit experience.

We truly understand this situation and we respect your decision. Since you
are a valued member of our Fitbit family, we sincerely apologize for any
disappointment that this has caused. The most important for us is the
health of our customers and we want you to keep going further to achieve
your goals and have the healthy lifestyle you want.

We remain at your disposition, feel free to contact us at any time, we are
always willing to help you with anything you need.

Sincerely,

Bertony A. and the Fitbit Team

[Raihan]

Simply put, WOW....what a crap after sales service.

For something so expensive compared to its $20 basic alternative from Kmart that does the job day-in day-out, I expected better. Looks like I need to visit a Kmart and the nearest eWaste Bin.

@Fitbit Whats the cost to fix such issues. Hopefully its not same as a new one? 

[SarahBanach]

There wasn't even any suggesting at fixing. I went to Walmart and bout a
scale for $15 for now. Amazon has lots for $20++ that can sync to programs
and your smart phone. That might be the better option since FitBit's
customer service on these scales is less than acceptable.