Sensing, Step Off, Thinking, Err Aria scale

[vickiecurry00]

Scale working fine on 12/24 - we left for vacation and back and now we are getting the sensing, step off, thinking, err.  New batteries, went through all steps listed, same message.  On the dashboard, it still shows the Aria battery low.    

Moderator edit: subject updated for clarity

[DavideFitbit]

Welcome to the Fitbit Community forums, @vickiecurry00. 

Thank you for sharing that you've been experiencing this inconvenience with your Aria scale and that you already tried a few troubleshooting steps.  

As you mentioned earlier, this error appears when the scale can't measure your weight and it's usually recommended to: 

• Remove the batteries for 10 seconds and reinsert them.
• Be sure the scale is placed on an even surface and weigh yourself again.

I've been informed that you already contacted the Customer Support team for further assistance with this. In this case, they will let you know how to proceed. 

Have a good day. 

[Ctweediefly]

Hi there, I’m experiencing the same faults and tried the below suggestions with no joy. Did you receive any help that worked?

[billdehaan]

Well, I had the same problem on my Aria. Changed the batteries, and the scale won't record my weight because it can't connect to the Wifi for some stupid reason.

Fitbit's support reply was epic. I don't blame the reps, it's outside of their control, but... seriously?

Their reply (emphasis in boldface is mine):

We'd also like to thank you for the additional details and the link you provided us. With all due respect, we'd like to clarify that although this seems to be a common issue, Fitbit evaluates each case separately. 

William, we are sorry but upon checking our system we confirmed that your Fitbit Aria is currently out of our limited warranty period, which we were able to confirm with the information you have provided you provided us with. We aren't able to replace it. For more information about our warranty policy, please visit [link] . 

We do not have a repair center either and our retailers aren't certified to repair any Fitbit product, which is why we do not produce replacement parts. Our apology may not be enough at this time. However, rest assured that we tried to help you as much as we were able to.

As an aside note, we'd really like to keep you in the Fitbit family and working towards your goals. That being said, we'd like you to consider our Aria Air on your next purchase. You may consult our web store for further details at: [link] . While we no longer sell Aria 2 scale, you may also like to look for them at a retailer near you at [link] .

You may like to see this chart:

So, to sum up, your working product no longer works because we pushed out an update that bricked it, we won't replace it, we won't fix it, but we'll be happy to sell you another product.

I had it for 7 years, so I can't complain too much about it. If it had just died outright, I wouldn't be terribly concerned. But given the huge number of cases of this, and the fact that it's a known issue, there's no way I'm going to replace it with a product from the same vendor.  Fortunately, there are a lot more vendors selling these scales now, and at much lower prices. I placed my order with Amazon 5 minutes ago, and it's not an Aria Air.

Edit: Unreal. The Fitbit editor complained about my message because of the links to Fitbit that were in the email from Fitbit. I've replaced them with "[link]", let's see if it's accepted now...

[DavideFitbit]

Welcome to the Fitbit Community forums, @Ctweediefly. 

Thank you for confirming that you've been experiencing the same inconvenience with your scale. 

If you haven't done so already and if you already tried all the troubleshooting steps suggested earlier, I recommend that you continue the communication with the Customer Support team for further assistance with this. 

@billdehaan I'm very sorry to see that you're still having this problem with your scale. It is particularly difficult when the device is no longer covered by the warranty, but even tough Support is eager to help with any problem you may experience with the product, they need to adhere to the official warranty policy, this would start counting from the original date of purchase.

Thank you for taking the time to share your feedback; comments from users are always useful to continue to improving the quality of products and services. 

See you around.