Fitbit Blaze issues

[steve222]

I just wanted to share my experience with my Fitbit Blaze problems and customer service.

I purchased my Blaze from Best Buy about 5 weeks ago and was happy with it until one day it just froze and I could not restart it. I called customer service and they were very helpful after going through a very long question and answer session. They finally decided to order a relacement on 9/7 and I received it on 9/16. I tried to set up the new Blaze, it paired to my iPhone and started to download an update, after the fitbit app said the update was completed my blaze still only displays the logo and the fitbit.com/setup text. I cannot get past this, so I called tech support again and they went through the setup process over and over and over again with two different tech support people. I continued to tell them that this replacement Blaze they just sent me is defective and I told them to please send me another one as I am VERY DISSATISFIED with this device but they continued to place me on hold, finally they said they would send another replacement, this was after being on the phone with them for about an hour! I can now go through the setup process with my eyes closed!

I really liked this device (when it worked) and the iPhone app, but I think this may have not been a wise purchase. I do hope that others will have much better luck than I did.

Sorry for the rant, but this is very frustrating!

[Odyssey13]

Welcome to the forums @steve222

Have you tried restarting the device and/or updating via a computer?

[steve222]

Hi,

Yes I have tried to restart the device but it stays at the logo and I've tried udating from my PC many times and many times while on the phone for an hour with Fitbit tech support. I hope the second replacement works as I'm very frustrated with this $200 Blaze that only worked for 4 weeks.

Thanks for your reply.

[Odyssey13]

@steve222 was support able to get you going?

[steve222]

I got frustrated after an hour of trying to restart and reload the update with them, I insisted that they send me another replacement Blaze and after being on hold for several minutes they placed the order.

[Bearhaven]

I feel your frustration. I got the Blaze to track walking and heart rate after a heart issue. The watch is ok, seems to be accurate but the app on my iPhone is useless. It will only show a day here and there of data, but it's totally random. The only way for me and my doctor can see my history is to go to the website. That tracks all the data but not as convenient as the app. When I contacted the help desk, the guy said he hadn't seen that issue before so he would investigate and get back to me. It's now in the black hole, nothing from Fitbit. BTW I have a newer iPhone 6s and I have all apps updated. It's frustrating to lose days worth of exercise on the app only to have Fitbit promise they get back to me and then nada!! Hope you get your issues resolved.

[steve222]

Interesting...I have the iPhone 6s+ and during the first 4 weeks that the Blaze worked I don't recall having any issues with the app. I bought my wife an Apple watch last November and she has had no issues with it. I purchased the Blaze because I liked the Fitbit app more than the Apple health app and I really didn't need all the bells and whistles that the Apple watch has.

Good luck waiting for Fitbit to call you.

[bcalvanese]

@steve222

What version of the fitbit app is installed on your iPhone?

There was a new version updated on 9/17/2016 (version 2.27).

Did you start having issues on 9/17?

I suggest the following...

1. remove your Blaze from the app.

2. go to bluethooth settings and unpair the Blaze from bluetooth.

3. Power down the Blaze if you can.

4. Restart you iPhone.

5. Try the setup of the Blaze again.

Also, make sure the Blaze is not paired with any other near by bluetooth device (tablet, etc...) 

Let us know if this works.

[steve222]

I received my replacement Blaze on 9/16 and I tried setting it up and updating it that evening. I called tech support on 9/17. They had me do exactly what you have suggested many times over. The blaze will not power down and is always on the logo screen with the Fitbit.com/setup text. The blaze will connect and pair but will not get past the update process. Another replacement is on the way.

Thanks for helping.

[yhussein]

Hey there, I have to say that Fitbit customer service, especially here in Australia, is exremely poor and unhelpful. I had a problem with my blaze within the first week and took it back to the shop where I brought it and they replaced it immediately with no questions asked.

I would suggest that your problem may have something to do with the new fitbit update because it has been having some serious issues. 

---

[steve222]

You may be correct regarding the new update because when I first tried to go through the setup it started the update and that's when everything failed and I have not been able to recover.

I agree that the customer service is useless and it's so obvious that they follow this script to fix every problem:

1. remove your Blaze from the app.

2. go to bluethooth settings and unpair the Blaze from bluetooth.

3. Power down the Blaze if you can.

4. Restart you iPhone.

5. Try the setup of the Blaze again.

I tried this procedure many times even before I called customer service and I had to insist that they send me another replacement Blaze.

[Odyssey13]

@steve222 good to hear your update. Set it up as a replacement and be sure to call customer support if you run into any problems while doing it.