"Something went wrong" during Aria Air setup

[FHCSD]

There has been a consistent difficulty with setting up the Aria Air scale since Fitbit moved to Google. When attempting to pair the device, an error occurs.  

Moderator Edit: Clarified subject

[Gregro]

Any resolve here yet? I’m hoping to repurchase an aria air once it can be setup

[chilehead]

No resolution. I wanted to stay in the Fitbit ecosystem, but I returned mine while I could and bought a wyze scale which cost about half, syncs with my Fitbit and Google fit accounts (and my wife's Fitbit and ifit accts) and has a lot more metrics. 

[Djreyen]

Any update on this? It’s been 3 months… seems nobody can connect to the Aria Air scale.?????

[dyounkin]

Sent from my iPad

[antnupe]

So it is now the end of October, and the issue still exists. Clearly there is no sense of urgency. When can we expect a resolution. None of asked to move to a Google account, we were told to do so. So when are you guys gonna fix the issue. Everything worked fine before this Google debacle. 

[heathernb]

Here is my next update from Fitbit support, stating that an solution may not be available any time soon.

---------- Forwarded message ---------
From: 
Date: Fri, Oct 27, 2023 at 8:55 AM
Subject: Re: Your Fitbit Phone Inquiry -
To: fitbit-support

October 27, 2023

Dear Merari Y and Fitbit Team:

Thank you for your response to my email.  However, I would like to express my concerns with the lack of timely response to a known issue.  The Fitbit Community discussion group on this matter demonstrates a major, repeated flaw with a core feature of this product - the ability to connect remotely to mobile devices.  

In any other office environment I have worked in, such a flaw would be given a specific ticket number, progress on the fix could be tracked by the end user of customer, and it would be solved in a matter of days or weeks, not months.  We are coming close to the half a year mark since this problem was first discovered.

I would like to know what Fitbit is offering to end users such as myself who cannot use this product as advertised.   What remedy are you offering?  Are you going to offer a similar product which does work?  Refunds to those who purchased the product?   There is a whole community of people on the community discussion page who are eagerly awaiting a more specific answer on this.

Sincerely,

On Fri, Oct 27, 2023 at 8:47 AM 

Hi, 

We're happy to continue assisting you regarding the syncing issue on your Fitbit Aria Air.

Thanks for letting us know about this issue and for providing us with the information requested. In regards to your questions about if there is another device nearby, we want to confirm that we were meaning if you use your iPHone 13 mini to connect to other devices via Bluetooth. 

We’d also like to let you know that we're aware of it, but may not be able to provide a fix in the immediate future. We'll continue to monitor the situation, and keep our team informed of the impact to you and other customers. We understand that this isn't the resolution you're hoping for, but rest assured we're always working to improve our products.

We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

Feel free to contact us back if you have any additional questions. 

If you have any other questions about your Fitbit device or services, visit [fitbit help page] 

Sincerely,

Merari Y and the Fitbit Team

Moderator Edit: Personal info removed

[chilehead]

It's beyond belief a resolution isn't available yet.

Many companies want you to get into their ecosystem so you continue to expand your device and service commitment to them. Apple (iPhone, Apple watch, iPad, etc...), Samsung (Galaxy, tablet, watch), Amazon (prime, Alexa, fire) have all done a good job keeping you buying their products when they are all tied together. When devices and services work well together, you tend to stay in their ecosystem. 

I have fitbits for my wife and myself, plus a decade of health data tied up into their app. I used to have the original Aria scale. When it died after a decade, I decided to replace it with the current Aria. When seeing it up I got the "something went wrong", found this thread and decided to return it since Fitbit appeared to abandon the product.

I replaced it with a cheaper, and better, wyze scale. It syncs to my Fitbit account, and my Google fit account (and my wife's ifit or whatever apple calls it). So now I've left the Fitbit ecosystem, and feel less of a reason to stay with it when I have to replace my fitness tracker. 

[dyounkin]

They should not be still selling the scales. They need to pull them off the market!

Sent from my iPhone

[hargowsiewmai]

I really get the feeling they are not taking us seriously at all, with the multiple complaints and the time taken and the vague answers. What does "not able to provide a fix in the immediate future" mean???

The WHOLE POINT of getting an Aria was to sync it with the app and now we can't, isn't that an essential failure that warrants more attention?

and seriously, how is this "SOLVED"?

[Cavados]

lol no they said they know my model is a known affected device and they
appreciate my patience

[Polroger]

This is from the x Fitbit support: 

Sorry to hear this. We’re aware of this issue, but may not be able to provide a fix in the near future. We'll continue to monitor the situation and keep our team informed of its impact. Thanks for your patience.

They are seeing if everyone goes away and they can just ignore the issue. 

[SunsetRunner]

People are not just going to 'go away' as they are still selling the scales.
There is only going to be more and more disgruntled customers!

[ShawnPaul80]

Mine went to a thrift store and I switched to the insmart scale off Amazon.
A lot cheaper and it works with more stats

[Polroger]

Just look at the reviews on trust pilot - shockingly poor! All deserved. 

[IPWinsor]

Version 4.03 of the app for IOS was released today.

Still broken.

SMH

[heathernb]

Still broken here.  What a let down.  

[Js2222]

In a previous comment, I’d mentioned I’d filed a warranty claim since the Fitbit Aria Air is no longer a smart scale.

this was the response I received after from Fitbit:

‘Hi Joanne,

We're happy to continue assisting you regarding your issue to connect your Fitbit Aria Air scale. 

Before anything else, we want to thank you for taking the time to share your feelings and feedback about this process. Please note that your opinion and feedback are taken in a serious way, as this is the way we get to know what our customers need us to change or improve.

In regards to your return inquiry, we'd like to let you know that we accept returns for 45 days from the date of purchase, but if you didn't purchase your Fitbit device from fitbit.com directly, please contact the retailer or partner about returns and exchanges. We can only exchange or refund items purchased from fitbit.com. So if you purchased your Fitbit Aria Air  from fitbit.com, please provide us the email address used to place your order and your confirmation number.

Feel free to contact us back if you have any additional questions. 

If you have any questions about your Fitbit device or services, visithelp.fitbit.com.

Sincerely,

Merari Y and the Fitbit Team’

so the Fitbit warranty for the Aria Air, even though it’s for a year, seems to apply only if you bought the scale directly from Fitbit. As I did not buy it from Fitbit, I have to wait until the manufacturer’s warranty has expired before I can file a claim under the extended warranty I bought when I bought the scale from Amazon.

[Js2222]

Maybe Fitbit is in the running for a world record for the most unhappy customers for a product!

[Polroger]

They are winning!

[Cavados]

Seems like it!

--
Ryan Ward