Workouts fail to download in app and website.

[abhisheksha]

I am paying member of Fitbit Coach and almost 50% of the workouts fail to download on both the iOS app and website. The Support team is very inept at understanding or solving my issues, and frankly, I don't think they care about their customers. The only reason why I'm continuing to use Fitbit Coach is because there really isn't any other competition in terms on the workouts. 

Coming to the issue, I have been facing this issue since atleast 6 months now, and the Support team has not bothered replying to me. The workouts simply fail to download and show a black blank screen on the website with a "Continue" button at the bottom right corner. If I press the Continue button it takes me back to the home page with the same workout - which fails to load - and it's a cycle. I'm fairly good at computers, and it's not some lousy issue with my internet or my machine as I've experienced this on different network connections and on different machines. 

The only workaround that I've figured out is that I can abandon the workout using the iOS app and then start a new workout. Obviously this is ridiculous as the progress is lost and I have to start another random workout. 

I cannot stress how inept the Fitbit support has been to a paying customer... I can't imagine what they do for their free users.... anyhow just wanted to know if anybody else has faced this issue.

Moderator Edit: Clarified Subject.

[MarcoGFitbit]

Hello @abhisheksha have a warm welcome to the Fitbit Community, it's great to have you on board. 

I appreciate your participation in the Forums and for sharing your experience with us. I would also like to thank you for letting us know you've already contacted our Support Team, your feedback is truly appreciated and invaluable to our team in finding ways to improve our product and I'll make sure to forward it to our development team. 

When it comes to the issue you're reporting, Our team is aware of it and is working to identify a resolution as quickly as possible. We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

Please let us know if there's anything we can do to assist you in the meantime.

[abhisheksha]

@marco - this is great news honestly speaking. I'm really glad that you've acknowledged the issue. Fixing issues may take time understandably, but not even acknowledging the issue is very frustrating to your customers. Any rough ETA by when can users download sessions without hitches?

[MarcoGFitbit]

Hello @abhisheksha I hope you're doing well, thanks for taking the time to reply. 

I appreciate you have come back. Thanks for your understanding when it comes to this situation. At this moment we do not have an estimated time-frame for when this issue will be resolved but we will make sure to update this thread once we have more information to share with you. 

Thanks again for your patience, in the meantime, please feel free to reply in case you need anything else.