Resting heart rate not accurate Charge 5

[SunsetRunner]

I was using other brand smartwatch (don't want to name it) and thought to have the Fitbit because of its ECG, Glucometer and other daily readiness features. My experience is as follows:

1) The resting heart rate calculation is not proper. Have escalated screen shots with customer care and their Twitter messaging also. They are just clueless. 

2) Sometimes the Bluetooth pairing disconnects on its own and then it requires multiple restart of phone and watch to get it on track.

3) Now, the phone notifications on watch have ceased permanently. Again, have done all the trouble shooting.

4) Everytime I speak with the customer care, they say that they are escalating it (don't know where).

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @SunsetRunner. 

I appreciate all the information that you've shared about these problems you're experiencing with your Charge 5.  I'm sorry to see that you're still having these problems. 

It seems that you already tried all the basic troubleshooting steps shared in the forums. In this case, I do recommend that you continue the communication with the Customer Support team for further assistance. They have specialized tools and will let you know how to proceed. 

Keep in mind that when something is escalated to a higher level of Support, it may take a bit more time than usual to receive a response. 

Thanks again for all your feedback and comments about this. 

I'll be around. 

[SunsetRunner]

Really fed up with the customer service. I'm following up with Fitbit (thru Twitter and mails) but of no use. Everytime I've to explain the issues with my watch. No solution since last 5 months. Please resolve my complaints and process my refund. Is there any grievance redressal or escalation mechanism with this company?

Moderator edit: removed personal info

[charleskn]

Just for the record, I have noticed a similar issue. I hadn't noticed initially since I don't wear my Fitbit at work, where I can manually check my HR to be 40-44 bpm. The other morning I was at my cardiology appointment, and wearing my Charge 5. During my EKG they measured my sinus rhythm HR to be 38, but the Charge 5 said my current HR was 50.

[SunsetRunner]

The watch doesn't measure heart rate properly. In the Health Chart, it states that they calculate RHR by including both sleeping and day's resting rate. 

The avg RHR shown by my watch calculates it by only including day's RHR. In other words avg RHR is same whether I wear it only during daytime or both during day + night.

[DavideFitbit]

@SunsetRunner @charleskn Thank you for all the feedback that you've provided about the heart rate feature on the Charge 5 so far. 

Please keep in mind the Customer Support team will need to make sure that you've exhausted all the troubleshooting steps available, but you can let them know if the steps that you already tried so they can let you know how to proceed. For a faster response, you can click here to get connected and chat with us or give us a call. 

Thanks again for all the information provided. The team continues to work to improve the Fitbit experience and your feedback is a big part of that process.