Charge 2 not setting up

[camilaperezb]

Hey everyone,

I received a refurbished Charge 2 as a replacement because I'd been having trouble with my old FitBit.

I opened the package, plugged in the Charge 2, opened the app and tried to set it up...

It's been 2 hours and nothing has happened. The screen keeps flashing telling me I need to visit the main setup page (I did). I've restarted it a few times and still nothing works.

So far I have:

- Restarted my FitBit

- Restarted my iPhone

- Deleted and re-downloaded the app

- Deleted and re-opened my account

- Turned Bluetooth off (10 seconds) and back on

- Turned off Wi-Fi and used cellular data

- Tried pairing it on my Mac while connected to the USB port

- Tried pairing it with my iPad 

Basically, I've tried absolutely everything and the device still won't set up. It just keeps "searching" and asking if it's turned on. Yes, FitBit, it's turned on. 

Has anyone had any similar issues? Did you solve them?

 
I'm guessing their refurbished items simply aren't being brought back to working quality. So disappointed! I gushed to everyone about how incredible they had been, about how the device had shipped and been delivered internationally in two days...and now I just want to take it all back. So disappointed and - in all honesty - sad. 

Moderator edit: removed caps 

[Ellismay]

Hi!

I'm having the same problem and my number is 22 55 02. Both PC and mobile does not recognise the fitbit and I have done everything in the troubleshoot guide, it is so frustrating. 

I'm in contact with CS now so lets see what they say...

[Nagswoman]

That was to get the rev level, which comes up before the fitbit setup link


Sent from my Samsung Galaxy smartphone.

[Lisa830]

After sending CS an email that I was quite fed up with the way Fitbit is handling the issue and asked how I can file a formal complaint I received this response:

“Thanks for getting back to us and we do appreciate your honest feedback on the matter.

Kindly know that we are doing are best to get this issue resolved soon.

Moreover, we would like to request log from your phone to look further into the issue. You may follow the steps below:

1. Make sure you're connected to wifi
2. Turn on Airplane Mode from Control Center (swipe up from the bottom of the screen)
3. Open app, go to Account > Help > tap on Contact Customer Support
4. When the 'Issue Contacting Support' alert appears, tap on Ok
5. The Fitbit support email will populate in the To field. Tap on Send.
6. Respond to this case with the new case number that is created when you generate the log files.

We look forward to hearing from you. Let us know if you have questions.”

I am wondering which part of “I am fed up” and “I want to file a formal complaint” was not clear...Looks like they try to keep stringing me along. What a joke!

Anyway, this is an action I have not been reading about before. Did anyone try this?

[Nagswoman]

That will not fix the problem. It just shows them your phone's setup.


Sent from my Samsung Galaxy smartphone.

[Lisa830]

Thanks! Just as I figured: they want to keep leading me on. I am done with it. Just posted a message on Fitbit’s FB page. That won’t help either but at least I did what I could. I am moving on now, no more Fitbit for me.

[RhygK]

I had exactly this too and sent the logs to them. Still get the same stalling tactics of ‘we are working on it’.
After initially thinking they were giving great support, I am now seeing how shocking this is.

I work in IT and there is no way something this wide spread takes more than 6 weeks to diagnose and resolve. It is all a stalling tactic. All they need to do is roll back the update version causing the problems! Why is that such an issue??

[Stoop]

It just lets them see your logs. However that won’t even work on my phone or my iPad. 

I’ve been asking them questions too - like how are they to work out a fix the firmware when the **ahem** thing won’t connect.

My replies are the same as yours.

either they’ve got a very clever bot or they are told to ignore questions and basically tell us nothing.

[Lisa830]

Thanks RhygK and Stoop for your reactions. Before I thought it might be me or I should just give them another chance to fix it. By now I believe they are not willing to solve this issue at all and just want us to spend more money on a new Fitbit...

[RhygK]

Nagswoman, let us know what happens!

[Will_SD]

I had the exact problem, so I'm wondering how they could fix that because the Bluetooth doesn't seem to work with 22.53.04 firmware update. So there's no way to update the firmware through Bluetooth unless there's a way to update the firmware through USB connection. It'd be irresponsible for Fitbit to just ignore this firmware update dead-loop.

[Stoop]

I don’t think customer care really care.

Maybe they are being told what to say because Fitbit just haven’t got enough working Charge 2’s to send out.

Either way we are being treated like idiots. 

[Nagswoman]

My 22 53 04 Fitbit Charge 2 is on the way to San Francisco. I am sure that as soon as they receive it, in a few days, they will assess it to find out what went wrong and whether there is any way to do a remote reset. I am sure that once they have done this, you will all get a response.😀


Sent from my Samsung Galaxy smartphone.

[RhygK]

My 22 53 04 is still here as a natty paperweight with Customer care not contacting me until I send my weekly chaser.

but they know what the problem is and are working on it.....pffft!

[Nagswoman]

They will have my 22 53 04 sas soon as DHL gets it to San Francisco so they have one to work on. If they can't fix the fault, I am certain they will replace them.


Sent from my Samsung Galaxy smartphone.

[RhygK]

Just sent my weekly chaser as I have had no contact again this week.

i am waiting for the ‘we know the issue and are working on it’ mail.

if the company I worked for operate like this we wold go out of business.

i am thinking of offering my services as technical trouble shooter to Fitbit at a reasonable rate, as I have sorted far bigger issues than this within 24 hours where I work!!

poor show Fitbit, poor show.

i will be emailing the CEO once I receive my weekly rebuff asking for this matter to be taken seriously, and not simply paid lip service which it has been up to now

[Nagswoman]

To fix the issue, they need an item with the issue to evaluate. Mine should be in San Francisco soon. It went by DHL on Tuesday. 😀


Sent from my Samsung Galaxy smartphone.

[Millie616]

If they dont get this fixed within a week I want my money back, my private health insurance is increasing because it depends on me having a tracker and I have not had one for a month now!!!

Get Outlook for Android

[AlvaroFitbit]

@feiockjoel @Will_SD Welcome to the Fitbit Community! 

@Millie616 @RhygK @Stoop @Nagswoman @Lisa830 @mstavenner @feiockjoel @Will_SD @Ellismay Thank you all for trying the suggestions in previous posts. 

@Millie616 @RhygK @Stoop @Nagswoman @Lisa830 @mstavenner  I noticed that you already have tickets with Support so I ask you to let them know that the issue persist so they can further assist you.

@feiockjoel @Will_SD @Ellismay I noticed that you don't have a ticket with support so I created one for each of you. They will contact you via email.

Let me know how it goes!

[RhygK]

Hi Alvaro

i let them know my issue persists weekly, I never get any Fitbit initiated contact, simply replies to my chasers. 

After chasing this week and expressing. My disappointment at the service I have been sent yet another returns slip, so they can send me my third replacement.

i asked for confirmation I would receive a pebble that actually worked this time and this couldn’t be confirmed, only that every Fitbit is thoroughly tested before being shipped.

i hope this third one is tested better than the first and second and actually works.

i will update the thread in 2 weeks time when I get replacement number 3.....

[SunsetRunner]

---

@AlvaroFitbit wrote:

@feiockjoel @Will_SD Welcome to the Fitbit Community! 

@Millie616 @RhygK @Stoop @Nagswoman @Lisa830 @mstavenner @feiockjoel @Will_SD @Ellismay Thank you all for trying the suggestions in previous posts. 

@Millie616 @RhygK @Stoop @Nagswoman @Lisa830 @mstavenner  I noticed that you already have tickets with Support so I ask you to let them know that the issue persist so they can further assist you.

@feiockjoel @Will_SD @Ellismay I noticed that you don't have a ticket with support so I created one for each of you. They will contact you via email.

Let me know how it goes!

---

Alvaro, could you please admit that there is a syncing problem once again as a week ago instead of asking people to go over resetting and re-installing procedures (this is what support people do because they do not have anything else to offer) and that are useless until Fitbit fixes apps and their counterparts residing on cloud servers. Thank you!