Heart rate monitor is not working

[Kimrenew]

My ionic has not read my heart rate in days it just stopped working. I've reset my watch I've shut it all the way down I've also updated the app still nothing

[cmiras]

Keep sending me discounts to get another broken tracker. Lol. Gonna give it a shot one more time. If my new one breaks hello Apple Watch.

Miras

Moderator edit: Removed personal information 

[Oceansider]

Cmiras - same exact thing on mine, reading these posts and everyone having same problem. There is no fix. Support just gives everyone 40% off to buy a new one. 

Adding to the BS - mine just started counting steps endlessly yesterday - while I was sitting. It got to 10,000 by 10 a.m. and I had moved a few feet. Now it is constantly shutting off and turning back on.

I just saw there was a new update - but my watch keeps resetting during the download. What a mess.

[Oceansider]

Oh - and it has been trying to update for 3 hours. It just shut off again. Great. 

[SunsetRunner]

I’ve been having wildly inaccurate HR readings with my Ionic since March. I reached out to Fitbit support and I was told that they are aware of some issues with the Ionic HR monitor and they are working on it. Fast forward to today and I’m still having the same issues. I reach back out to support and they basically tell me to mail them my Ionic and that they will send me a new one since I’m still under warranty. That would be fine in most cases but I told them I didn’t want another Ionic since it’s the only product that they admit has problems. I asked to send me the less expensive Charge HR since I had great success with that device. They declined. In the past when there has been problems with products under warranty they would sometimes offer a discount so I could purchase a different product. They declined that too. I have been a loyal Fitbit enthusiast since 2013 and owned most of their products. I told them I was considering switching to a competitor and their response was that they were sad to see me go. No customer service extended to even try and keep me. It certainly made the decision to walk away from 6 years of data that much easier. I am very disappointed in their lack of retaining customers that showed loyalty from early on. 

[miketernary]

Hello Ricardo

I've still not received any contact from Support. Please could you let me know when they will contact me. Can you also tell me if Fitbit have an actual fix for these problems, -i.e. do they know what the root cause is and how to fix it? 

I would rather wait for a week/month knowing Fitbit are taking this seriously and coming up with a solution than messing about trying things to see if it works. Alternately if Fitbit know that a firmware update has irrevocably blow some component, then that would be helpful too.

thanks

[Patzzzz]

They tried to trouble shoot over emails! Not even a live chat. You need to call them (877) 623-4997..

I feel "lucky" that I got offered a replacement or a discount...what I really would like is to get the $ back and apply it to a product that works. I had a charger that also needed to be replaced within 6 months - twice. I thought getting a "better/more expensive" tracker would solve the problem. I think the product, if you are lucky, works for 6 months. Poor business model for long term success...this was the last fitbit I will ever own...

[miketernary]

So I spotted an email for the Support Team:

Hello Mike , 

We will be more than glad to assist you regarding the Fitbit device that stopped working as it has the screen blacked out.

We would like to ask you, have you been able to try a restart on your Versa? 

In case you have and it did not work, let's try a factory reset. 

Hold all 3 buttons for 12 seconds. This will trigger the 2-button hardware reboot after 8 seconds. When the static logo appears, then disappears release the Bottom button, then hold the Back and Top button until you feel a strong vibration. This indicates the factory reset was initiated.

We hope this steps work for you. 

Oh, how I laughed. They don't seem to have read any of these posts, and sadly not spotted the correct model. I guess they are very busy

Ricardo - per my previous note, is there an actual fix to a known problem or are Support just going to take me through the same process as others have been through?

[miketernary]

Patzzz.... yo're right - I will try and find a UK contact number when I get nowhere with the email approach...

[RicardoFitbit]

Hello again, it's a pleasure to continue providing assistance with your Fitbit devices, my apologies for the delay in responding. I'm happy to see you again participating and posting here in the Community Forums, welcome back @Patzzzz @cmiras @miketernary @Oceansider @SunsetRunner.

I've noticed that each of you already contacted or are currently in touch with our Customer Support team receiving assistance directly with them. That said, I recommend you to contact them back if you have any additional questions or want more information and details regarding the resolution that was provided by them. Also, you can check our help article: Why don't I see my heart rate on my Fitbit device? Sorry for the difficulties that were experienced with the Fitbit products, I want to thank all of you for the time you took to share your thoughts with us. I assure you that we take in consideration all the feedback our users provide to improve our products and services.

As a friendly reminder, you can always check our Returns and Warranty policies to understand better the response from our Support Team. As they mentioned, the warranty is 1 year from the date of purchase, except that if you reside in the European Economic Area (EEA) and you purchased your Fitbit product in the EEA, the warranty period is 2 years from the date of purchase. 

I'll be here. 

[miketernary]

Support were pretty quick in proposing to send me either a new IONIC or 50% discount on another model. I've gone for the IONIC with my fingers etc crossed that Fitbit have fixed whatever the problem was and it'll keep me going for a while longer.

[Oceansider]

@miketernary Consider yourself one of the lucky ones. The best offer I could get is 40% off IF I buy another Ionic.

I'm switching to Apple watch. Not going to deal with this nonsense every year. 

[Patzzzz]

I guess I'm lucky, but I figure I'll get 6 months on the one they send me....why would I ever buy the expensive one again if it's no more reliable than the cheapest? 

[RicardoFitbit]

Thanks for your replies and updates @miketernary @Oceansider and @Patzzzz, it's a pleasure to continue providing assistance.

@miketernary I'm happy to know that our Customer Support team assisted you accordingly to our warranty policies to resolve your concern and get you back on track. If you have any inquiry related to your replacement order, I suggest you to contact them back for more information and details. Don't hesitate to contact me back if you need anything else.

@Oceansider @Patzzzz Thanks for your feedback guys, your posts are appreciated. Please refer to my previous post for any warranty-related inquiry. 

See you around. 

[Extrastout]

I’ve had similar issues in the last few months.  Thankfully after installing the 2 latest updates today and a few weeks ago : HR monitor , step count, Updating Deezer playlists are all functioning. 

Glad I waited., but it was frustrating. 

[Extrastout]

Nearly forgot to mention,

I changed my clock face and cycled on/off after the updates and the HR and step counters started working.