Charge 2 not counting floors and broken band

[nat68]

Here are several accounts of interactions I had with Fitbit this year. The people always responded promptly and were very nice and helpful. However, that has changed.

(1) I have a Fitbit Charge 2, purchased in August 2018 ONLY BECAUSE IT TRACKED STAIRS. I had a Fitbit One clip-on for years I loved, but it broke. Since this product was discontinued and the Vesta does not track stairs, the ONLY ALTERNATIVE was the Charge 2. I did not want a watch style tracker with many other functions, but there was no other option that tracked stairs. In March 2019 the strap broke (black) which is a minor problem. I contacted Fitbit, sent the required photos, etc. They were out of black straps, and I had to choose another color I did not like, but at least it was promptly sent.

(2) So that was taken care of, but then in May 2019, the device stopped tracking stairs which was the PRIMARY I purchased it the Charge 2. This should be covered under the Warranty as a defect. The representatives again were very nice and tried to be helpful. However, after several phone and email communications, the bottom line was that replacing the device would not solve the problem - "....we believe a replacement will not resolve the issue. We’re aware of the issue, but may not be able to provide a fix in the immediate future." That was it. There was nothing they could do about it. Case closed. Never mentioned the warranty, replacement, repair – nothing. I felt dropped like a hot potato! But these devices still being sold with that feature!! They could easily send a new or refurbished replacement.

So, in LESS THAN A YEAR, the main function I purchased this for, stopped working and cannot be fixed, although this feature is still being sold. The band broke twice (I received a replacement for the first one). I relayed this info in a Fitbit survey I also recently contacted them in a private message on Fitbit Facebook page. They immediately responded asking for more info which I provided. Now, I have not heard anything from them. I tried to do this privately and civilly with them, but they clearly do not want to address the issue with the stair climbing feature – which is still being sold! Again, the problem is not with the staff, but with the product and whatever policy is telling them not to properly address this issue.

Moderator edit: updated subject for clarity

[AlvaroFitbit]

@nat68, it's great to see that you've visited the Fitbit Community! Sorry for the delay in my reply.

Let me help you with your Charge 2 not counting floors and its broken band. For the floors I would like to explain that your device uses it's altimeter to detect variance in altitude. It will count 1 floor for every 10 ft it detects you climbed. There are situations that may affect the floor count like stormy weather (that has an actual impact on atmospheric pressure), gusts of wind, an AC unit in a closed room or opening a door. I suggest you start by cleaning the back of the device with cotton and rubbing alcohol then use compressed air at a distance to clear the altimeter's opening (check the image for reference). Finally restart it.

For the band please keep working with Support as they are the only ones that can issue a replacement.

Let me know how it goes.