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Charge 2 recording too many floors

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‎06-21-2020 11:53 - last edited on ‎09-08-2020 09:24 by Fitbit Moderator

‎06-21-2020 11:53 - last edited on ‎09-08-2020 09:24 by Fitbit Moderator

I have a goal of 30 flights of stairs per day. I usually hit that and sometimes more. Yesterday was a normal day (maybe 40 floors) but my fitbit recorded 260 floors! After searching this forum, I reset the device several times. So far today I’ve climbed about 5 floors but my device shows 29. Floors used to be really accurate. I reset it again 4 times this morning. Any other ideas?

 

Moderator Edit: Clarified subject

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‎06-22-2020 22:11 - edited ‎06-22-2020 22:12

‎06-22-2020 22:11 - edited ‎06-22-2020 22:12

Hi @WoodyJohn, it's nice to see you again participating here in the Community Forums! 

 

I appreciate all the details that were shared in your post and for trying some troubleshooting steps prior to posting, certainly, your Charge 2 isn't working the way it was designed. Let me share with you that our Customer Support team was contacted on your behalf to provide you with further assistance regarding the difficulties you're currently experiencing. That said, please keep an eye on your email inbox because they'll be in touch with you pretty soon. 

 

In the meantime they contact you, let me know if you have any additional questions.

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‎06-25-2020 11:52 - edited ‎06-25-2020 11:53

In response to RicardoFitbit

‎06-25-2020 11:52 - edited ‎06-25-2020 11:53

Customer service was no help at all. They sent me an email that told me how the device records floors (I already knew that). When I replied to that email I never heard back. I am very disappointed in Fitbit’s customer service and the length of time it takes to fix commonly reported issues. Some have never been resolved. My next tracker will be a Garmin.

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‎06-25-2020 15:03

In response to WoodyJohn

‎06-25-2020 15:03

Thanks for your update @WoodyJohn.

 

Thanks for taking the time to share your thoughts and experience with me, I understand how frustrating this situation can be for you. Since you already received assistance from our Customer Support team and I'm unable to access to such information as a Community Forums moderator, my best advice will be to keep working with them directly. 

 

I'll be here if you need anything else.

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