Can't connect replacement Charge 2

[Mt.Elbert]

I recently had my original Charge 2 die. I contacted Fitbit and they sent me a warranty replacement. 

I received it the other day and have been trying to set it up with no luck. At first I went to Add device while my old one was still listed in my devices. No Luck. I deleted my old device and tried again. No luck. I have restarted my phone, bluetooth(also removed the old Charge 2 from my bluetooth list) No luck. I can make the firmware show and then it tells me to go to fitbit.com/setup. Done that. Just takes me the long way to my app to add a device. Phone shows searching, but never finds it. 

The firmware shown on the app does not match firmware shown on Charge 2. 
Can anyone here help me. 

Thanks in Advance. 

[majormum]

Yep, that’s mine 😧😡😡

[MrsKrijgsman]

yup, another victim here.

And with switching the band to my "new" charge 2 i also found the bands to have broken again.

So on to band no. 4 and replacement charge 2 no. 2.

[Cracker_Jak]

And another. Same story, cracked Charge 2 screen; replacement quickly sent which would not 'pair' with any device; 2nd replacement sent with exactly same results. It's been driving me mad thinking it was my problem. I should have checked the forum pages sooner!

Surely the guys in Customer Support are aware of this issue if not a solution which is obviously to do with an incompatibility between the Fitbit Application and firmware of the replacement devices. If so they should be advising accordingly and saving us all a lot of time and trouble.

I would imagine that the fact that the Charge 2 is now obsolete and has been replaced with the Charge 3 may have something to do with the issue as I guess their software support for the Charge 2 will be limited or may have even stopped.

The bottom line is that I and seemingly everyone that has had a Charge 2 fail within the warranty period has this issue and the solution being offered by Fitbit is I'm afraid not acceptable as the replacement devices are obsolete and will not work with the current Fitbit Application software.

If the Application software can be quickly fixed, fine crack on. If not I'm afraid under (UK) consumer law they have to offer a working replacement (or I suppose a refund) which may mean a replacement Charge 3.

I depend on my Fitbit for my fitness and nutritional programme and think its a fabulous product but from a Charge 2 perspective at least, its being let down by poor quality hardware.

[Chezza4bees]

That's mine too - so glad I'm not on my own!! 

[Sloq]

After about 4 calls to Fitbit customer service over 3 or 4 weeks, Fitbit has decided to send a replacement Charge 2 that has a new serial number not tied to the previous Fitbit charge 2. It is in the mail, so in two days I will know if it is “all good” or just another “run around”. I assume that means this new Fitbit will have a new warranty.

[Millie616]

Fitbit have been aware of this problem for over a month and nothing has been done about it. Don't get your hopes up

[Chezza4bees]

Did you manage to get this resolved with the replacement? I'm still waiting on my 2nd replacement pebble!!! 😞 

[Sloq]

In the end Fitbit sent me a new replacement (3rd unit). This unit connected to my iPhone within a few seconds. You have to keep calling them every week until the understand that you are pissed and won’t be giving up on their crappy replacement units. In the end they will send a new unit not tied to your old warrantied unit.

[Chezza4bees]

Many thanx for your quick reply and I'm glad you got it sorted in the end. I'm definitely not giving up (like a dog with a bone!!) - will continue calling until I get a positive outcome like you. Regards Cherryl

[LIN2019]

Same issue here. Please post an update if you hear any update from Fitbit aboit a fix 

[LIN2019]

Same problem here. I’ve wasted 2 hours on it already 

[majormum]

Just received my 2nd replacement and it synced straight away. Sorted at
last! Hope it keeps going 😉

[Chezza4bees]

Hi Lin2019,



Will do

[SunsetRunner]

Got a message that they are sending me my THIRD replacement pebble with the additional message that the problem has been fixed.  We'll see.  I'll report back when it arrives

[Chezza4bees]

Hi Majormum,



Well done!! Brilliant news hope mine comes soon J

[Stoop]

I managed to get a second replacement and it worked.

I eventually had to email one of the directors and it was sorted inside a week.

It was a further refurb but at least it set up OK.

[SunsetRunner]

My third pebble arrived yesterday.  It connected with no problem and is apparently working fine.  So far.......

[Chezza4bees]

Hi PJJJ, good luck - fingers crossed!! I'm still waiting for 2nd one to
arrive L

[AlvaroFitbit]

Hello everyone. Happy to hear that some have been able to setup their new trackers with their Fitbit accounts. If you are still having issues please check the setup troubleshoot article and sync troubleshoot article. If the issue persist then please let our Support team know so they can further assist you.

Keep me posted!

[irishuponastar1]

Yep, mine hasn't been syncing since Dec. 16th.