I can't tell whether this is encouraging or discouraging

[nlmux]

I am a relatively patient person when it comes to technology upgrades. I have fully embraced the Blaze, wearing it continuously and purchasing an array of bands and frames to accessorize every occasion. That does not mean I am blind to its shortcomings, and have been as anxious as anyone to be notified that the anticipated--and needed--firmware upgrade is rolling out.

Seeing this article, however, leaves me with more questions than answers as to whether the innaugural Blaze will be fully supported in the holiday offerings or will be abandoned by Fitbit support in favor of newer devices with the features we have been asking for (and in many cases promised). Why are publications able to get even this ambigious information, and yet current, and often long-time, customers are being ignored?

Fitbit-to-unveil-new-products-by-years-end

[bbarrera]

I agree with you, a lot of unanswered questions and for those of use that have been around years we've seen Fitbit put most of its development energy and muscle into new products, enticing the faithful to upgrade.

[bbarrera]

And gross margins were down, due to an increase in warranty charges - $50M in the quarter.

Based on a recent Fitbit average selling price (reported in docs filed with SEC), I believe that is over 600,000 trackers in 3 months that were covered under warranty. If the warranty charges are based on unit cost, not selling price, then it could be around 1 million trackers in 3 months covered under warranty.

Either way, Fitbit sold 5.7M trackers in 3 months so the number under warranty is huge percentage of units sold, say 10-20%. In other words, for every 10 trackers sold Fitbit replaced 1 or 2 under warranty.

[ErickBrian]

I just purchased my Blaze this past weekend, having spent about a month comparing Blaze and the Garmin Vivoactive HR. 

I've had Garmin products before, was happy with them, but the Fitbit app and site was much more delightful and easier to use for me. Aside from that, the Blaze had some great reviews, regardless of it lacking built-in GPS. 

Recently saw that article from CNET as well, and boy was I FRICK'N raged!!! Been using it like crazy, so there's no way I can return it. So far it's worked pretty well, thought it'd have more features built into it than it has, but I guess it has more than the Garmin would've, too.

Anyhow, it's my first Fitbit product, and I've been reading many community posts where users have been ignored/complaing about being ignored. Kind of discouraging.

Bummer.

[bbarrera]

Blaze doesn't have more features. The other one you mentioned will track laps swimming, skiing and snowboarding, more data for runners, and even tell you the distance to the green while golfing. Full smartphone notifications and a whole bunch more.

[ErickBrian]

What?! I was told Blaze has more features to control the iPhone. Like music and volume, and being able to read notifications by the dude at BestBuy! 

Hmmm....I may have to reconsider now, and blame the sales associate. 😠 

The Blaze just looks so much better though. Ugh....why can't I have it all!!!

[ClemsonEE]

@ErickBrian, yea, the Blaze can control music and volume, and you get texts and calendar notifications on the screen. Swipe down on the screen or hold the right top button for the music (volume is toggled there with the right buttons), swipe up or hold the right buttom button for notification logs.

That said, I echo the original post, there hasn't been a firmware update in far too long, we were promised more watch faces, fixes to the numerous bugs, and potentially new features.

[CallieM]

@nlmux I can see how it might be frustrating to see things about Fitbit, not written by Fitbit. Rest assured, these things can all be found publicly. We also have no plans of discontinuing support for Blaze. In fact, we are still supporting some of our original products released in 2012, the Zip and One. 

@bbarrera thanks for tuning into the earnings call. We replace trackers when they fall under our 1-year Warranty policy, all on a case by case basis. If you're interested in reading more about this, please visit fitbit.com/terms.

@ErickBrian thanks for joining the Fitbit family, we are glad you're here! On our Community forums we facilitate and encourage peer to peer help, and jump in when we have updates or information. As @ClemsonEE mentioned, Blaze is able to control music on your device, from your tracker. It also does receive notifications. As for a firmware update, we are constantly striving to improve the firmware on our trackers. We want to ensure that it's perfect before it goes out to customers. Be sure to follow along this thread for updates on Blaze's firmware update. Hope this helps!

[nlmux]

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@CallieFitbit wrote:
...

As for a firmware update, we are constantly striving to improve the firmware on our trackers. We want to ensure that it's perfect before it goes out to customers. Be sure to follow along this thread for updates on Blaze's firmware update. Hope this helps!

---

That thread was updated three months ago. Three months. While I can appreciate that firmware updates should be "perfect" before they roll out, one can't help but wonder whether this is neglect rather than excessive caution.

[CallieM]

@nlmux thanks for reaching back out. The next firmware release is currently being worked on, and @AndrewFitbit will create a new thread when it is available. Let me know if I can help with anything else!

[Fands]

@nlmux thank you for posting that C-net article--they are usually spot on--and it made me suspicious before when I saw the Blaze being unloaded as a value of the day- on 2 shopping channels.  (usually kiss of death)---and the description  of  the "array of  watch faces" is laughable.

the only thing you can do is post your unhappiness with the neglect and lack of firmware/watch faces, etc. on their Facebook page.  

that being said--Fitbit has competition coming for the holidays--the new Pebble time with HR and "thousands of watch faces"--it will be interesting to see how it compares.

[OleMarius]

---

@CallieFitbit wrote:

@nlmux thanks for reaching back out. The next firmware release is currently being worked on, and @AndrewFitbit will create a new thread when it is available. Let me know if I can help with anything else!

---

Could you at least tell us if it is fix for the app or the blaze it self.
What features can we expect to get fixed? For me it is a big most that you guys fix the distance error when using the gps pair.

[AlejandraFitbit]

Great to see you around @Fands, @OleMarius and @SunsetRunner. As mentioned, our team is hard working on the next update, your patience will be much appreciated.  I recommend just keeping an eye on any update you receive.

See you around! 

[Fands]

thanks AlejandraFitbit;

I think that the customers who put out$200.00 or $230.00 for the Blaze have been MORE than *patient*, we would like these obvious, acknowledged problems to be corrected...it has been skewed since APRIL, we are going on 5 months--and not one comment from that team on how, when and what is coming.

to most of us $200.00 is a good chunk of change to put out for a product that not working properly.  from the get-go--Blaze is problematic and the advertising has been "less than truthful" from the reminder to move to that elusive argyle watch face that many thought they were getting from Fitbit's published advertisment, only removed when someone here pointed it out.

Frankly i am out of patience--i just chalk it up to money wasted until it works as it should.

[curt81]

It better be some huge update, with the long wait we've endured, or I'll be jumping ship to a company who actually care about their customers.

[FerdinandFitbit]

Hey there @Fands @SunsetRunner @curt81, good to see you  guys around!

I totall y understand your frustration with this but trust me, our team has been working hard to get all these issues fixed and we're close to getting this new update that everyone out there with a Blaze will enjoy.

Once again, thank you so much all for your patience and just hold on a little bit more while our  team finishes with the last details.