Charge 3: Custom HR zone not working

[SMT883]

I purchased this tracker about mid-June 2020 after some extensive research specifically due to its supposed accurate HR detection and monitoring capabilities even as compared to some other more expensive and updated makes/models. I have a health condition and it was recommended by my cardiologist to purchase a tracker for my "cardio rehab" I'm doing along with my physical therapist. 

*I am unable to get the customizable HR zone to set and save. It did for a short period of time and then it would disappear. Now it will not save at all

*The HR read does not come up at all sometimes in the middle of workouts. This is literally the only feature I really care about. It will just show a circle and eventually will come back on. Since I can't set the zones, I need to see what my HR is doing minute to minute sometimes. 

I reached out to customer service because at first the device would not update at all. After speaking with them and going through all their troubleshooting, I had to plug it into my laptop directly and update it through their website. They said this should fix the problem...it did not. 

I then emailed them shortly after and received a thank for emailing them, they didn't understand why it was happening & was told they were working on figuring out the problem. I was told they would reach out to follow up. This was on December 9th. There was no follow up. I followed up on 1/11 and again on 1/29. In the interim I received the announcement that they were now a part of Google (congratulations?).

Later on 1/29 I received a response that reads:

"Hi, 

Thank you for getting back to us. 

We'd like to share with your that we are working on th, but may not be able to provide a fix in the immediate future. We'll continue to monitor the situation, and keep our team informed of the impact to you and other customers. We understand that this isn't the resolution you're hoping for, but rest assured we're always working to improve our products.

We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

In case you come across any other inquiries about your Fitbit device or services, visit help.fitbit.com ."

What does this even mean?? Others on here are experiencing this problem and have been for a while...please do better. 

Moderator Edit: Clarified subject

Moderator Edit: Formatting

[RicardoFitbit]

Hi @SMT883, welcome to the Community Forums. 

Thanks for taking the time to share your thoughts and personal experience with your Fitbit device, I understand your situation and how frustrating this matter can be for you. I'd like to let you know that we are always striving to improve the Fitbit experience with our products and services, therefore, the feedback that's shared here in the Community Forums is always appreciated and really helpful for us to evaluate our procedures and make sure that we are delivering what our users want and need.

Since you already received assistance from our Customer Support team, I’d suggest you contact them back if you require further assistance or if you have any additional questions about the outcome of your case. A 

Let me know if you have any additional questions, I'll be around.