I’ve had Fitbit trackers for 8 years absolutely loved them. Obviously they have a limited lifetime but whenever they played up Fitbit replaced or offered upgrade. Come 2024 Fitbit/Google. My Charge5 hasn’t been very well, tracking accuracy is out the window, number of breath per minute hasn’t tracked since July 20th, sleep picks up an hour here or there and HR has me at times 50 beats higher than my BP monitor, GP heart rate machine or my son’s Garmin Epix 2. So began the journey with customer services, back in September. Went though the usual delete app, wipe data, reset watch etc. Told not to worry they have a firmware update exactly for the issues I’m having. Told me they’ve known for 7 weeks as I said I’d noticed my watch playing up for 6 weeks. No replacement offered. Anyway, waited and spoke to them again, new guy says they’ve had issues for 2 weeks, I mentioned helpdesk had told me 7. He said no, it’s been 2 weeks they’re aware and firmware update would fix. Come firmware update - guess what? It didn’t fix. Was told they’re still working on the issues. Called again a few days later was told it must be my medication, lovely lady telling me all about the impact medication has on The Fitbit data. I repeatedly explained there has been no change to my meds she said I’d get message from Higher Team. Few weeks in I check in every few days and nothing. Received email asking for pictures of my data, sent these no reply. Called again told new update coming soon and to be patient, obviously with apologies and how sad they were about my experience. Received email saying not to poke things into the back of the Fitbit, replied saying have never done so, never previously had a conversation or chat or email discussing this. No news on when latest update would be so called again. Went through the motions of resetting etc and I asked if the Charge 5 was bricked and not being supported anymore. Was told it’s still supported and developed for. I stated I had been wearing my son’s Garmin to track HR etc and the HR was out of sync with Fitbit, so also took my BP on home machine (Omron) told helpdesk and sent pics. Told to wait for Higher Team. Waited a few more days and chatted to a lovely lady who went through account and all the open support calls. After deleting app again, updated firmware, reset phone etc. sent pictures etc etc etc and she offered a new 5. I explained I had no faith in this model anymore and the fact nobody had offered me a refund or part refund on my nearly 6 months for pointless premium subscription. She stated she would send on to Higher Team. I’m now waiting to see what is offered. I would have happily accepted the next model up 6 weeks ago, wouldn’t have been bothered about refund on the subscription as it kind of cancels out the differential on the Charge 6. Get the feeling Fitbit customer service team got wiped out when Google bought Fitbit. Anybody else having issues with accuracy and the run around from Higher Team?
