Cancelled Premium due to sleeping heart rate graph not showing

[M.Nass]

The Premium sleep analytics in the app have been broken and not charting/graphing correctly for a few weeks, and after lots of back and forth with FitBit, they are in no hurry to fix it.  Service was really awful and one hand doesn’t know what the other is doing.   Since they wouldn't suspend my subscription until they fixed their problem, I cancelled as I wasn’t going to pay for a defective app.   

After this really weak experience I think it’s time to try Apple Watch or some other fitness device where the service is better.  

Moderator Edit: Clarified subject

[SilviaFitbit · Accepted solution]

@M.Nass Welcome to the Fitbit Community. 

Your feedback and comments are appreciated, we're always striving to improve our services offered. I see where your disappointment is coming from. 

Note that the sleeping heart rate not showing the app graph has been resolved with the latest app version (3.41), you may want to subscribe to the main thread here. 

Hope this helps. 

[M.Nass]

Thanks - the update did in fact restore the broken app defect.  I appreciate your post.

Does  Fitbit want to restore my premium service with a trial month for the many hours  I spent chatting/tweeting/emailing with your service team trying to report and solve this problem?   I have to report that your internal CRM is absolutely awful & frustrating and left me with a bad taste for how your organization responds (or not)  to problems.  

[SilviaFitbit]

@M.Nass Thank you for getting back. Glad to hear that after the app update was installed, everything worked as expected.

Your feedback about our Customer Service is appreciated, be sure that your comments won't be unnoticed. If you haven't activated a Premium trial before, you could activate it now and continue enjoying Fitbit Premium. Your loyalty to Fitbit is really appreciated. 

Have a nice day. 

[Saspindl]

I am experiencing the same issues!  So frustrating!

[M.Nass]

Hi friend - they did an app update that fixed for me.... went to the App Store and did an update, and charting was repaired.  

[Saspindl]

Thank you! Will check for updates and rerun.
Thanks!


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