Charge 3 heart rate inaccuracies

[Elinelinelin]

Hi

My Charge 3 has been glitching for a few months now. Minor problems that have been solved by restarting it. It has been annoying, but as long as the data has been somewhat accurate I’ve been OK with it.

However, now my Charge 3 has started to record crazy inaccurate heart rates. The other day my pulse was 200 while I was standing still, and during a high intensity work out my average pulse only reached 137. Today my charge 3 has been recording 6 hours in pulse zones - even though it’s been in a bag the entire day. I’ve also apparently climbed 182 stairs. I can’t be bothered to wear it anymore. 

Has anyone else experienced this, and do you know if there is a way to fix the problem? Or should I give up and return it to the store?

Thanks

Moderator edit: subject for clarity

[BBR0208]

Yes, very tired of asking them for help. I just have to accept that I didn't not get a product. 

I understand, that technology is not perfect, but they didn't want to help, all keep hearing , reset, reset, reset. 

so, i'm done talking with them.

[dgraves909]

Is it out of warranty? Mine had the same issues and they sent me a new
one. So far 4 or 5 months it's working OK. Hopefully the 3rd time is a
charm. Good luck.

[Lexus15207]

Mine is out of warranty, I have had it over a year now. I was just hoping for a fix with an update or something. Debating on to get a new one or cut my losses and move on.

[DoesntFly]

Ah! If it's out of warranty you could try "not fit for purpose" as if it's only a few months out they may offer a replacement as a guesture of good will? But I have to say, I went through so many replacement Charge 3's that in the end I demanded better and though it took a while I was able to arrange to pay the extra on a different model. I don't know if that was just because I begged and pleaded because I genuinely did want a Fitbit device but just not one that would only work for x weeks or months before messing with it's data (eg a walk I knew took me 1000+ish steps suddenly became 700 steps overnight)

Since getting a Versa I have not found the same to have happened- (however I still wont hold my breath just in case...) I know the Charge's get a lot of love from the sports and tech reviewers everywhere but I think the difference in paying for a more expensive device- even if it doesn't offer much more than the Charge (lets face it, apart from an arguably prettier looking watch with a colour screen and a few more exercises to tap on to, it doesn't do a hellova lot more, even if the battery only lasts half as long) but I can't help wondering if the larger sized models have something more extensive going on inside for them to not be as difficult to rely on.

No qualification on saying any of that btw other than my own personal experience. I will say though that Fitbit are generally helpful when it comes to claiming for faults on the devices warranty if you do get issues. 

[DoesntFly]

So, you've not had a replacement? I always went through the trouble-shooting with them and would still be unhappy with the issue or other issues happening and was generally offered a replacement (same device) at that point, I think after a certain number of replacements you can ask for better (as in a refund or exchange for something else- but don't quote me on that, it's just what I remember being the general way it worked but weather or not that's actual retail law or not is another story. Look into it though- ask them for a replacement if you have not already had one. 

[dgraves909]

Yeah that's the dilemma. Im on my 3rd 1st two went bad about 1 year
apart. I like the product but.....??

[DoesntFly]

Well, it's your call but personally I'd be asking for either a refund or replacement for a different model. From what I understand this is within your rights as a consumer. 

[Virgil]

I have the same problem. Fitbit replaced my Charge 3. The replacement had the same issues. My old Charge 2 never had this problem.

I don't know here's too go from here!

[DoesntFly]

Not sure if auto-type changed what you were trying to type but if you were not sure what to do, contact Fitbit. If the device is in warranty they can replace or refund if you've had repeated issues. Otherwise if it is out of warranty your options are limited but trying to ask them for help directly would be the best place to start whatever your warranty says.

[Virgil]

Fitbit also replaced my Charge 3. The new one had the same problem. At the beginning of a workout using one of there exercises (let's say "Workout") on the Charge3 ie. Just warming up my heart rate goes up to 150-160. I measured it myself (I can do it) it is 95-100. IF I don't specify an excercise the heart rate reading is 95-100. Something is wrong with the programmed excercises on the device.

Update:

Fitbit also replaced my Charge 3. The new one had the same problem. At the beginning of a workout using one of there exercises (let's say "Workout") on the Charge3 ie. Just warming up my heart rate goes up to 150-160. I measured it myself (I can do it) it is 95-100. IF I don't specify an excercise the heart rate reading is 95-100. Something is wrong with the programmed excercises on the device.

Sent from my iPad

Moderator edit: merged reply

[SueEden]

I had this problem with my Charge 3 however, at the time, I was more concerned with a screen problem (lines, can't read the display).  I mentioned the erratic heart rate readings during an on-line chat with Fitbit support but they didn't even reply about it.  They just gave me the usual line about restarting the Charge 3, soft and hard reboot, neither of which worked (as expected) to try to solve the screen problem.  I tried the restart many many times, and eventually after one of the tries, the heart rate suddenly went back to normal.  At the same time, the syncing started to work properly again (all through the problem with the heart rate recordings, heart rate stats, along with some - not all - other stats, didn't sync).  So no idea why this suddenly corrected the heart rate problem, so not at all sure it won't happen again, but this has now held up for a couple of months.  Fitbit have actually agreed to replace my Charge 3 because of the screen corruption issue but I'm stuck outside the UK, with no flights back there on the horizon - literally and figuratively speaking!  So whilst I cannot read my display properly, I do have a heart rate recording correctly when I sync!

[Virgil]

I still have my Charge 2. I'm going to try it again. I don't remember these problems with the Charge 2. 

[DoesntFly]

If that's the case go back and request a refund or replacement to another device- I'm no expert on consumer law here- but it's all there clear for anyone to have a look at, I can only just tell you the law, if you want to take it up with them it's all written down for you in the consumer laws, up to you to look into it, shouldn't take a lawyer it's just reading and understanding your rights as a consumer. If you want to just feel annoyed it's up to you but if you did want to do something about it, just takes a bit of research if you can be bothered- can't do it for you, balls in your court; ...your call.

Same happened to me, I just got a replacement. Mine went faulty about 5 times in all (which is 2 more than I should have put up with to be honest!) In the end I demanded a replacement to a different device owing to the Consumer Rights Act which covers faulty items whilst still in warranty or a relative period (eg Not As Satisfactory Quality). I upgraded, paid a little more and got a Versa 2 which has been a lot more useful for me- it did mean I had to pay the excess but I was so bored with repeated issues and knew if I left it much longer the warranty period would be out and I'd have no rights over any replacement- even to the same device, not without huge hassle anyway.

Just wondering- if you did need it replaced, could you not have it delivered to a friend or neighbour until you return? Or even have it held at a depot or sorting office if they were happy to hold it for long enough?

It was not easy to get done but if you have enough knowledge of what the act states and what it means for you (worth reading up on and if you want laymans terms try the Martin Lewis Money Saving Expert website) it can be done. I think Fitbit need to be a bit more up on the faults rather than wasting so much time and no doubt money, training, employing and retraining staff on fire-fighting this and replacing so many devices- it must all add up somewhere along the line as so many seem to get issues.

It's such a shame really because without the faults it could have been a really useful device had it been more reliable- I didn't even push mine to the extreme either- never went all out heart-to-the-max exercise, nor did I ever get it wet with anything (no sweat, no showers- not even a few spits of rain!) and it was never knocked, squashed or dropped, yet each replacement kept breaking down for no reason at all other than a few being caused by an upgrade. If they just straight out offered a different device, this would be a lot easier. They do offer 50% off a new device if you took the code option for a replacement though.

Moderator edit: merged reply

[SueEden]

Sorry...I didn't make it clear as I was replying to the post about heart rate,  but Fitbit wil replace my charge 3 because of the display issue. I just need to get back to the UK to be able to send this one back,  and to receive the new one. They know the situation and agreed they'll wait until flights are back.

Yes I think changing model might be a good idea, after reading about all the problems the Charge 3 has.  I'll take a look at a Versa.  I've been using fitbits for quite a few years now and love the software, but the actual devices seem a bit flaky.  A friend here has a Garmin which I've been quite impressed with.  In the past, Fitbit have sent out replacements when I've had problems (yes, I've had a few!  you'd think I'd have learnt by now!!), based only on receiving a photo of the faulty one.  Now they say I have to return the faulty Charge 3 to them before they'll send out a new one.  So I need to get back to the UK as I don't really want to send the faulty one from here - Egypt, and quite far from Cairo.  Fitbit know I won't be able to get a flight back in the near future and have agreed to honour their agreement to replace, even if it's later in the year (I only bought this Charge 3 in the UK just before Christmas).

Moderator edit: merged reply

[dgraves909]

It seems to be a common problem with the charge 3. I'm on my 3rd one in
less than 2 years. The good thing is they honor their warranty and have
replaced without much trouble. Best of luck.

[Virgil]

I did reboot the Charge 3. It seems to have made a difference. The pulse reading seem more accurate. I compared it to the pulse reading on my Apple Watch 4. They are not the same but closer the before. When I measure my pulse myself the Apple watch is the more accurate.

[Pmikelf]

Had an ekg yesterday and my pulse was 46. Doctor asked me if I was wearing a Fitbit and I said yes it’s a charge 3. I checked my pulse rate on it and it showed 76. Which device would you think is more accurate?

[SueEden]

Can't imagine ha ha!!  I get my replacement Charge 3 on Monday so it'll be interesting to see what the heart rate readings will be on that.   I've found an old Charge HR which is still working so I may wear that on my other wrist for comparison. 



Sent from Yahoo Mail on Android

[RunForSanity]

I have had the Fitbit Charge 3 for a couple of years and I have had to get two replacements due to the heart rate monitoring issue. After a hard run, I looked down and my heart rate showed 101 (the treadmill said it was 154). It has also showed in the 90's while I was running.

The distance issue seems to have progressively worsen in the last year. I have run on two different brands of treadmills and their stats were similar (heart rate, distance, calories burned). The Fitbit has been from 3/4 mile to 1 mile off. On outside runs, I only have my Fitbit to measure. After running at the track (using GPS), I noticed it was 1/2 to 3/4 mile off. 

Yes, I have reset and reset. Yes, I am wearing it in the right position. No, I have not tried to enter my stride manually (why even have an auto if it doesn't work?) If this product only counts miles by arm swings (I'm pretty sure I am swinging my arms when I run), how accurate can that be? So, if I reach for my water bottle or my towel that means my steps during this moment are pointless?

[Jenmar7]

Exactly one year to the day I bought my second Fitbit 3, it is doing exactly the same thing as what happened in the original post. On Monday, said I had 547 active minutes, Tuesday 457 and today 336? I wish! Heart rate all over the place.

I've read thru a bunch of these threads and after many many attempts, managed to hard boot the thing to no avail. I did contact Fitbit's support line by phone. Gentleman was very nice and friendly but basically said to reboot the unit. He said he would escalate so hoping to hear from tech support soon. 

The warranty was over two days ago but hopefully they will honour it should this unit need to be replaced. Thank goodness I kept the bill. Stay tuned.