Can't setup Charge 2 due to Fitbit app not working

[ChronicGrace]

Was sent a replacement Fitbit Charge 2 last week. It won’t setup. I’ve done everything.

I've called FitBit numerous times and they are acknowledging it is a problem on their end, but can’t give a timeframe for getting it fixed. Replacements are worthless - won’t even setup. Phones unable to connect to them. So frustrating because the FitBit reps in the forum keep telling customers to contact customer service. Customer service has NO solution to get their products working. Why send a replacement out when it is known that customers are having problems getting them to connect?!?! I just want this  device to work or be given one that will!! Tired of calling and having to go through the same steps over and over when FitBit knows the devices aren’t going to work until they fix their end!! 

Moderator edit: updated subject for clarity

[AlvaroFitbit]

@ChronicGrace Welcome! It's good that the community is growing! Sorry to hear that you can't setup your Charge 2. Have you retried the setup now? Which phone are you using? Is it compatible? You can try going to your phone's bluetooth settings and remove all devices listed there. Restart your phone and restart your device. After this try syncing them. Also, if you are using an Android device, check that your app has the necessary permissions (settings > apps > Fitbit > permissions) and make sure bluetooth and location services (GPS) are on.

Let me know how it goes!

[ChronicGrace]

I have an IPhone 5s with the current updates. I have tried the steps you listed above again. When I go to Setup A Device, acknowledge terms, and try to pair, app just indicates Searching and never pairs. No devices are shown in my Bluetooth settings. I’m at a loss as to what to try. I have two  replacements (first one never arrived by USPS so another was overnighted Fedex, then first arrived days later), and neither will pair. I have a heart rate issue, which is why I got a FitBit. I need a working device and I‘ve spent hours trying to remedy this over the past two weeks. Can you confirm if this is an app problem and when it will be resolved? 

[AlvaroFitbit]

@ChronicGrace thank you for the update. Did you try the suggestions in my previous post? Clearing the bluetooth list and restarting both devices usually help solving syncing issues (just disregard the part for Android devices). Also I don't think this is an app issue so please retry the steps and the setup and let me know.

I look forward to your update.

[ChronicGrace]

Sent from my iPhone

[ChronicGrace]

Yes, I have tried everything you mentioned. Apparently, there is a widespread issue with replacement Charge 2s, as the customer service line indicated it is an ongoing problem with no estimated time projected to remedy it. The replacement devices will not Bluetooth. I have two now that are useless. It’s like the devices are missing the Bluetooth nodule altogether. Very disappointed that such a reputable company can’t offer faithful customers a solid solution. I’ve been without a working device for 3 weeks. I’m a computer science guru and even I can gather that this is a hardware issue - the replacement  Charge 2s have an obvious internal issue that FitBit needs to acknowledge and fairly

compensate customers with working devices. 

[DonR203]

I have the exact same issue on iPhone X. Had to revert to using my cracked Charge 2 which sync’s no problem. Your right, it’s as if the Bluetooth feature is turned off or not there. Again I have done all the restarts, reinstalled the app etc. Also I removed my old one fully from app/Bluetooth before trying. I even waited until battery had fully died on old one as I thought maybe that was interfering with syncing process. It makes no difference. How do we resolve this please?

[gab_tz]

Nothing will work so don't waste your time. Customer support claims it's an app issue (which I don't believe) but I suppose the whole batch is defective so they can't even send a working replacement and are buying time. 

It's an absurd situation.