Inspire 3 - Health metrics not shown

[GOMeara]

I have been a member of Fitbit for 6 years purchasing it after my back surgery. Up until now I was a Fitbit advocate I currently have an inspire 3 and since I've had it it has not recorded my health metrics for more than 3 days aweek I was working with customer support  by email and after doing everything they recommended the health metrics feature is still not recording and they would continue to tell me they were working on it and would email me. As I was patiently waiting to hear from them my fitbit still was not recording.

Today when I email them pictures again of my health metrics I was informed that they closed my ticket and to start problem solving or order a new band by warranty and then blocked my email from responding.

I am so disheartened and insulted by your treatment and customer service. 

Clearly you loyal customers 

Do not matter to you.

Moderator edit:  updated subject for clarity

[JuanFitbit]

@GOMeara , a warm welcome to the Community! Thank you for your message and feedback. I apologize for the experience you described, as this is not the one we want for our users. 
There seems to be a misunderstanding

Please keep in mind, if you need to contact Support our open channels can be found here. Depending on your location more or less channels could be available. 

If you write directly to Support via email, your message won't be received. You need to use the channels and buttons available on the link  or reply to a message sent by Support. 

If you replied to an old message from Support where you didn't have any interaction in a long time, the case might have been closed as our team might have assumed that the issue was solved, as no reply was received. 

If you need further information regarding your case with Support. Please chat or call them as they'll need to confirm some personal info (e.g. email address, etc) to find and verify the cases. 

If you are located in another country, not the U.S. on the link provided scroll down ,and on the flag choose your location to see the available channels. 

[GOMeara]

Thank you for responding Juan. At first I call support and then emailed support. I was working directly with fitbit support for weeks by email. I would send them messages and pictures and they would make suggestions and then verify there was a problem and tel me they would email me when they knew more about a fix for the problem. This communication has been going on since I purchased my inspire 3.

I was never notified of a fix or that my case was being closed. Why would they think it was fixed when for weeks they said they were working on the problem and would notify me.

To be told I had to start over with a problem that still is recording my health metrics and then be blocked by fitbit support sent a pretty clear message to me. I have referred many people I work with and my friends to purchase a fitbit product for many years because it was a company and a product that admired.

Sadly my opinion has changed.

This has been the worst experience I have ever had with your product and your company.

[GOMeara]

The Health Metrics to my Inspire 3 have still not recorded a full week since I purchased it. I also paid for 1 year of Premium.

[JuanFitbit]

@GOMeara , Thank you for your reply and further info. 

I don't have access to your case, so that I cannot confirm what you were told. I just wanted to explain, why some cases might get closed after some time without interactions. 

Just to confirm, and see if I can help you further. 

You can see the  Health Metrics on the dashboard in the App, but when tapping on it you don't see any infos, right?

Do you receive any error message?
Do you see the sleep stages record or the simplified sleep record?

What of the metrics is missing?

Have you tried installing the Fitbit app on another device and check if you can see the data there?

[GOMeara]

Yes I can see the health metrics on the app when I open it there is the resting heart rate,oxygen saturation,heart rate variability,breathing rate these are randomly recording mostly not!!!

I Have not seen any error messages.

I have not put the app on another device but I have unpaired the fitbit and repaired it. I have updated everthing possible

[GOMeara]

Also skin temp.

 

 

 

[JuanFitbit]

@GOMeara , Thank you for your reply and the attached picture. 

Just to confirm. 

You mentioned that you already tried the steps and tips here, right?: Why don't I see health metrics data?

A new version of the Fitbit app has been released and is on it's way to be updated for all customers. Please keep an eye open for it  (app v.3.75)

Once updated, try restarting, clearing the cache and re logging into the app. 

[GOMeara]

Still not recording all metrics currently looking at other companies products to replace my fitbit inspire 3 .

Very sad to need to do this.

[SunsetRunner]

Its not recording because the fit isn't good enough or it needs cleaned.

I would HIGHLY reccomend you buy a box of those alcohol wipes that are meant for cleaning a pair of glasses at Walmart and 2-3 times per week take the bands off your fitbit and wipe it down thoughly especially the bottom of the device until it is clean. our skin leaves a clear invisible film on the device over time that prevents it from reading properly. 

Also when wearing it, it should be  tight enough on your arm that you can fit 1 finger under the band, if you can fit more than 1 finger under the band, it is too loose. I drink a lot of water and my wrist grows and shrink throughout the day so I usually have to adjust mine before bed. 

Please try this. 1 finger under the band, no more and keep it clean and you won't get a rash and it will properly record your data. Also note after syncing in the morning it can take an hour or so before the data is synced back to your device. 

Take care

[GOMeara]

Thank you for your suggestions I where my fit bit as you suggested and clean the back frequently. 

These things have not made a difference.  

I have never had as many problems with my previous fit bits as I have with my Inspire 3 . These are just on going issues that there doesn't seem to be a fix for. Up until now fitbit had been a good product.