12-20-2018
17:15
- last edited on
09-08-2020
18:22
by
MatthewFitbit
12-20-2018
17:15
- last edited on
09-08-2020
18:22
by
MatthewFitbit
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
01-13-2019 05:19
01-13-2019 05:19
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...
01-13-2019 06:14
01-13-2019 06:14
01-13-2019 07:06
01-13-2019 07:06
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:
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?
01-13-2019 07:43
01-13-2019 07:43
01-13-2019 08:48
01-13-2019 08:48
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.
01-13-2019 09:09
01-13-2019 09:09
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.
01-13-2019 09:09
01-13-2019 09:09
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.
01-13-2019 09:34
01-13-2019 09:34
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...
01-14-2019 02:24
01-14-2019 02:24
Nagswoman, let us know what happens!
01-15-2019 10:54
01-15-2019 10:54
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.
01-15-2019 15:18
01-15-2019 15:18
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.
01-15-2019 23:50
01-15-2019 23:50
01-16-2019 02:20
01-16-2019 02:20
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!
01-16-2019 05:41
01-16-2019 05:41
01-18-2019 12:20
01-18-2019 12:20
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
01-18-2019 13:41
01-18-2019 13:41
01-18-2019 14:05
01-18-2019 14:05
01-20-2019 10:08
01-20-2019 10:08
@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!
If a post helped you try voting and selecting it as a solution so other members benefit from it. Select it as Best Solution!
01-20-2019 13:55
01-20-2019 13:55
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.....
01-20-2019 14:21
01-20-2019 14:21
@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!