Fitbit Ionic Stairs Climbed

[rkaplan27]

I just upgraded from a Fitbit Charge 2 to the Fitbit Ionic. Thus far, the experience has been mostly positive, as I researched the device's strengths and faults pretty thoroughly before buying it.

Unfortunately, looking at my "Floors climbed data" after several days, it's wildly inaccurate, as it's far too high. I figured this was likely due to the barometric sensor reading incorrectly due to debris, a calibration issue, or the device incorrectly distinguishing between when I'm moving or taking an elevator or in a vehicle. Here's what I did to test the device and the results:

1. I looked and cleared the sensor from moisture and debris. This was done by taking off the band  to access the area where the barometric pressure sensor is, and then blowing air on it to ensure it was clear of debris and dry (i have yet to get the device wet from water, and it wasn't on a sweaty arm the last 24 hours).

2. I reset the device (as recommended in the forums). This was done by holding the left side's single button and the lower right button at the same time until the Fitbit logo appeared.

3. I left my office building and went for a short walk on a fairly level road I had previously walked with my Charge 2. What I found was that the elevator ride (both up and down) were logged as floors climbed (the correct number too). I also found that additional floors were determined to have been climbed during my walk, but they were far too high of a number to have possibly been related to fairly level road I walked. 

So the sensor is clear of the debris, the device has been reset, and the device is recording floors at both the incorrect times (elevator ride when I'm not taking steps) and incorrectly while I walk on fairly level road. My Charge 2 NEVER behaved this was. I was hoping a Fitbit representative and some community members could advise, as I currently suspect my device is faulty or the Ionic is fault in general. 

[SilviaFitbit]

Welcome to the Community @rkaplan27. Thanks for sharing your experience and for the research done prior buying the Fitbit Ionic. Congratulations on upgrading your Fitbit device. 

I appreciate the troubleshooting done and the time you took to post each one. 

Fitbit devices that count floors have an altimeter sensor that can detect when you're going up or down in elevation. Your device registers one floor when you climb about 10 feet at one time. It does not register floors when you go down. Fitbit devices do not count the elevation gains simulated from a StairMaster, inclined treadmill, or other stationary exercise equipment. Your device uses changes in barometric pressure to detect elevation change, and therefore requires that you physically change elevation in order to properly record floors.

You can learn more about why does my Fitbit device count extra floors in this article. 

Let me know how it goes. I'll be around if you need further assistance. 

[rkaplan27]

Thanks. I ended up contacting Fitbit. The first person insisted nothing was wrong, and so I escalated it until someone recognized it was behaving wrong. That person had me do a factory reset, which, after over an hour, (factory reset failure, sync and update attempt anyway, reset again but this time succeeded, then another update) did not resolve the issue. Before the factory reset, they implied it must be the sensor if the reset didn't fix it, but they also claimed my device was previously registered to an account over a year ago and so they wouldn't replace it. My device was new in box, sealed, with the screen protection tape on it when I got it last week... Supposedly I was to be called back with a resolution, but no one did yet.

Ridiculous, but as a part time tech reviewer, this will make for quite a story, and I'm not letting it go. 

[SilviaFitbit]

Thanks for getting back @rkaplan27. I appreciate you continued providing details about what you're experiencing. 

Each case is reviewed individually and the option provided is based in the Fitbit Warranty. Our Support team is always here to assist you. 

I've shared your post with our Support team and they've mentioned they are already handling your case, please continue the communication through email. 

I'll be around if you need further assistance. 

[rkaplan27]

Thank you as well. After 24 hours of not being contacted, I contacted Fitbit support via chat. They recognized my issue, but insisted they couldn't do anything, and offered me a 25% off a new device voucher, and then a 40% off voucher. I of course refused both, as there's no world where that resolution makes sense or addresses my issue. I have a relatively new device that is recognized to be malfunctioning, and I'm being told that the system doesn't see it as new (erroneously), and so nothing can be done. I requested a supervisor to assist me, as the lower level support team was courteous and tried their best but they couldn't do anything more based on "policy" that assumes Fitbit is infallible. After a few hours (the time stated it would take), I received a canned email response from a supervisor that mentioned one word unique to my case and failed to address anything specific.

If you can help me escalate this issue to a person who can act and respond outside of a script, I'd be greatful.

[SilviaFitbit]

Thanks for letting me know the response you got from our Support team @rkaplan27.

Each case is reviewed individually and the option provided is based in the Fitbit Warranty. I appreciate the time spent with our team. I see where you're coming from with the situation experienced with your Fitbit Ionic and appreciate your efforts in getting it working. Our team often reviews the Community, as they take every comment posted here to improve our devices. Since you already have a case created, I'd recommend to reply back to them, so you can receive more details about your case.

I'll be around if you need further assistance.