Respectfully, you are misunderstanding the issue. Bear with me:
The clock face she is using is retro double stat. She is a jogger, as are many of your customers, which means steps and heart rate are the most important stats for her and need to be seen at-a-glance. Retro double stat is the only clock face that shows heart rate, steps, time, and date on the first face at a glance. It also does this in a non-busy and aesthetically pleasing way. It is, in my opinion, and I believe most other’s, the best clock face. It also cycles through all the stats with a tap, which is a great issue, with one major flaw which I will detail below.
Yes, there are clock faces that do not cycle through other stats when you tap the clock face and will always show your steps no matter what. But telling the customer to simply use one of these is not solving the issue, it is a less than ideal work around that asks the customer to sacrifice what they want to make the product work. All of these options have issues. Two examples:
Stats Heavy: Does not show date. Very busy face that shows more stats than are usually needed at a glance.
Mod Clock Date: Does not show heart rate, and is a bold aesthetic choice that may not be for everyone.
All the clock faces that cycle, like Retro Double Stat, will remember what you cycled to and when the screen turns off, and turns on again (when you lower, then raise the Fitbit), no matter how much time has passed since you last activated the screen, it will show the stat(s) that you last cycled to first. To show other stats, you have to tap to cycle through, or swipe up. There are two problems with this:
1. As exemplified in this thread, many customers, including me, are finding that normal wear will activate and cycle though the stats accidentally. So when they raise the Fitbit it shows them the last cycle setting (which was accidental) instead of the steps/heart rate that they were expecting. This is a surprise frustration and to get to what they want, they have to tap or swipe up. This is very frustrating when on kilometre 8 of a 10k training run.
2. The customer purposefully cycled through the stats by tapping because they wanted to see something else. However, they are forced to cycle back to steps/heart rate otherwise what they cycled to will be the first thing they see the next time they raise the Fitbit. Because customers have chosen to display steps/heart rate first, these are always the most important to them. An example: I never want to see stairs first — but I sometimes want to see stairs once. If I cycle to stairs by tapping, and don’t cycle back, I will see stairs the next time I look at my Fitbit when I want to see steps/heart rate.
The Fitbit Charge 2 operated like this:
When the screen was tapped to cycle to a different stat, then lowered to turn the screen off, the next time it was raised to turn the screen on, it would show your default first stats, not the stats cycled to when you last had the screen on.
The Fitbit Charge 3 operates like this:
When the screen is tapped to cycle to a different stat, then lowered to turn the screen off, the next time it is raised to turn the screen on, it shows the stat that was last cycled to, not the default stat(s) that are shown on the clock face selection screen. These default stats, in the case of Retro Double Stat, are steps and heart rate.
When the customer selects Retro Double Stat, she wants those stats to always be first to come up, like they used to in the Charge 2. Telling the customer to use a different clock face that doesn’t cycle would be an acceptable answer only if there was a clock face option that shows everything they want in Retro Double Stat at a glance (Time, steps, heart rate, date), without suffering from the cycle issue. There is not.
The solution is a software update that changes the clock face cycle function back to how it used to work on the Charge 2 (described above). The reason why you’re encountering a lot of customer frustration in this thread is because this has not been acknowledged to date.
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