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Inspire 3

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‎05-28-2024 07:14

‎05-28-2024 07:14

I got my daughter and husband Fitbit Inspire 3's last June so they could undertake the Diabetes UK 1 million step challenge.  It was activated on 16 June 2023.  As they are preparing again for this year's my daughters fitbit has ceased to work.  It seems to be locked onto one date 24 May.  It also won't sync to her phone any more.  So we tried factory reset but it happily comes back with 24 May and the steps she took on that date.  When we go to pair the devices we get the pair code but I get a message saying that the process has been aborted.  I tried to connect it to my phone and whilst trying to pair it I got the same message as well.  

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3 REPLIES 3

‎05-28-2024 07:31

‎05-28-2024 07:31

Sounds like it is time to call Customer Service to request a Return Material Authorization (RMA) number so it can be returned for a replacement under the Factory 1-year warranty.

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‎06-06-2024 02:50

In response to Bill_209

‎06-06-2024 02:50

Ah if only that would happen.  I seem to be in a loop with Fitbit Support via Twitter.  Yes it is the 6 June and still I am being given the runaround.  I was so wound up I bought my daughter a new fitbit which paired perfectly.  Today they are saying - well we see that it has now connected - NO IT has not.  The new one has connected I am still waiting for them to finally raise the case.  I think this is such a delaying tactic to get around the warranty.  I am so disappointed with this.  I have had daily requests from Support nearly every day for the last 10 days saying - try this, try that, do this.  Bah if they don't sort this out I will replace all of our fitbits with something else next time.

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‎06-06-2024 08:19 - edited ‎06-06-2024 10:46

In response to JulieMulvey

‎06-06-2024 08:19 - edited ‎06-06-2024 10:46

Sounds like the CS team is simply waiting for your Factory 1-year warranty to expire.

Put your misbehaving device into the charging cradle, ensure that it is charged to at least 30%, and then press/hold the two side buttons to perform a Factory Reset of the device.

After doing that, if you don't see a Fitbit logo with a message to download the app on the Inspire 3 device AND see an Inspire 3 device on your phone that is available for BT pairing, then your device is clearly bad.

Then, call the CS team again, give them the opportunity to see if they can recover your device with a Factory Reset, and then demand a RMA number to return the device for a replacement under the Factory 1-year warranty if they can't.

If they still resist giving you a RMA number at that point, ask them to provide you with an escalation path up the management chain for resolution to the problem.

 

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