Read it and weep. It's 'bug' in the software. This is the worst product I've ever owned, bar none. They have no idea when it will be fixed. My customer support chat with Pablo:
Pablo (1/1/2019, 9:00:53 PM): Hi Diane, My name is Pablo. How can I help you?
Me (1/1/2019, 9:01:41 PM): Hi. I have never been able to update my firmware. Now the bluetooth on the watch is not working. I've tried pairing it with two different phones but it will not pair. It won't sync. Nothing.
Me (1/1/2019, 9:02:06 PM): I've restarted it twice today.
Pablo (1/1/2019, 9:02:36 PM): I will be more than glad to assist you regarding the firmware update that has not been completed on your Fitbit device despite of using two different phones.
Pablo (1/1/2019, 9:02:47 PM): Thank you for the steps you have tried, Diane. May I have the email address associated with your Fitbit device?
Me (1/1/2019, 9:02:59 PM): xxxxxxxxx
Pablo (1/1/2019, 9:03:40 PM): Thank you for that, id o appreciate the details.
Pablo (1/1/2019, 9:04:25 PM): Diane, I could see that your Charge 3 synced as it last time 10 days ago using an Android device. May I know the model of your phone?
Me (1/1/2019, 9:05:59 PM): I have two an 8 and 7. I deleted the app from my 8 and added to to my 7. Wouldn't work on that either.
Pablo (1/1/2019, 9:06:32 PM): Alright, thank you for that, but may I know what model, is the S8, S7?
Me (1/1/2019, 9:06:59 PM): Sorry, that's an S6, not 7
Me (1/1/2019, 9:07:14 PM): Adroid Version 7 OS
Pablo (1/1/2019, 9:07:29 PM): Awesome, Samsung, right?
Me (1/1/2019, 9:08:11 PM): Yes
Me (1/1/2019, 9:08:48 PM): When I scan on the S6, it cannot find the watch.
Pablo (1/1/2019, 9:09:03 PM): I see, thank you for that, Diane.
Pablo (1/1/2019, 9:09:13 PM): Do you mind allowing me two minutes to check my system?
Me (1/1/2019, 9:09:29 PM): sure
Pablo (1/1/2019, 9:10:33 PM): Thank you for being so patient.
Me (1/1/2019, 9:10:56 PM): I just reinstalled on my S8 to see if it can pair with the watch.
Pablo (1/1/2019, 9:11:23 PM): Alright, thank you for trying that.
Me (1/1/2019, 9:12:58 PM): Okay. The S8 finds it, but it's still not synching. It's trying though.
Me (1/1/2019, 9:13:47 PM): Wait. I cannot synch, but it is finally updating the firmware! YAY!
Pablo (1/1/2019, 9:14:04 PM): Awesome, I am glad to know it is now updating the update.
Me (1/1/2019, 9:14:06 PM): Well, it's trying to connect to the charge three.
Me (1/1/2019, 9:14:13 PM): It has not connected yet.
Me (1/1/2019, 9:14:29 PM): Well it tell me it's connected?
Pablo (1/1/2019, 9:14:30 PM): Oh, ok, that is fine, let's see if it connects.
Pablo (1/1/2019, 9:15:00 PM): I can check on that for you, but the Charge 3 has not synced yet.
Pablo (1/1/2019, 9:15:14 PM): Diane, I would like to try some steps with you.
Me (1/1/2019, 9:15:28 PM): Oops. It said it there was a bluetooth issue.
Me (1/1/2019, 9:15:36 PM): Now it's trying to connect again.
Me (1/1/2019, 9:15:47 PM): I'm fine to try something.
Me (1/1/2019, 9:15:56 PM): But, guess we have to wait to see if it connects now?
Pablo (1/1/2019, 9:16:27 PM): Yes, let's wait now.
Me (1/1/2019, 9:17:00 PM): Yeah, it won't connect. Says bluetooth issues.
Pablo (1/1/2019, 9:17:45 PM): Alright, let's try the following.
Pablo (1/1/2019, 9:17:53 PM): Open Bluetooth menu on your mobile device
Pablo (1/1/2019, 9:18:13 PM): Please forget the Charge 3 from the connected devices via Bluetooth.
Pablo (1/1/2019, 9:18:19 PM): Turn off Bluetooth, wait 5 seconds, turn Bluetooth back on
Pablo (1/1/2019, 9:18:30 PM): Return to the Fitbit app and immediately click to begin FWUP,
You may see a “Bluetooth Pairing Required” dialog after returning to the Fitbit app. DO NOT pair the Charge 3 until after the FWUP is complete.
Pablo (1/1/2019, 9:18:35 PM): After FWUP has completed, re-enable all day sync
Pablo (1/1/2019, 9:18:40 PM): When prompted, allow the mobile device to "Pair" to Charge 3
Me (1/1/2019, 9:19:14 PM): You're going too fast.
Me (1/1/2019, 9:19:24 PM): What do you mean forget the charge 3?
Me (1/1/2019, 9:20:11 PM): You said Please forget the charge 3 from the connected devices via bluetooth. Do you mean ignore it or remove it or ignore it. LOL.
Pablo (1/1/2019, 9:21:19 PM): I am sorry, Diane, and yes, please, remove it from your Bluetooth list on your phone.
Me (1/1/2019, 9:22:25 PM): Well, I don't know how to do that. The only way I know to bring up the bluetooth menu is click on the icon, turn it off and back on. Where do I go to find the 'menu' for it? When I turn it off and back on, the charge 3 is already there paired. Don't know how to remove it.
Me (1/1/2019, 9:22:56 PM): Oh, just found it. Removed it.
Pablo (1/1/2019, 9:24:32 PM): Great, that is ok, Diane, please follow the rest of the steps shared and please let me know how it goes.
Me (1/1/2019, 9:25:56 PM): Okay. Trying to connect again.
Pablo (1/1/2019, 9:26:58 PM): Great, Diane, let me know how it goes.
Me (1/1/2019, 9:27:20 PM): I'm confused. If the phone is not paired to the watch, how does it update the watch? Oh, it just failed.
Pablo (1/1/2019, 9:28:17 PM): Good question, that is the moment to enable the connection, please try, Diane.
Me (1/1/2019, 9:30:26 PM): I'm so confused. So, then I try to pair them?
Me (1/1/2019, 9:30:53 PM): Regardless, I tried and it says it cannot pair to it.
Pablo (1/1/2019, 9:30:56 PM): Yes, please, sorry if this seems to be confusing.
Pablo (1/1/2019, 9:31:13 PM): I see, thank you for all the details, Diane.
Pablo (1/1/2019, 9:31:14 PM): Do you mind allowing me two minutes to check my system?
Me (1/1/2019, 9:31:22 PM): Ok
Me (1/1/2019, 9:31:34 PM): It says to check the Charge 3 settings.
Me (1/1/2019, 9:32:32 PM): It should be in the cradle when I'm doing all of this, right?
Pablo (1/1/2019, 9:33:59 PM): No, necessarily, can you try it once you have taken it off the cradle?
Me (1/1/2019, 9:34:15 PM): One step ahead, still won't sync.
Me (1/1/2019, 9:34:40 PM): Just says 'syncing' then it never syncs.
Pablo (1/1/2019, 9:35:03 PM): I see, thank you for that. I am still checking ,Diane.
Pablo (1/1/2019, 9:37:31 PM): Thank you for being so patient.
Me (1/1/2019, 9:37:55 PM): Maybe with you, but I'm about to pitch this Fitbit out the door.
Pablo (1/1/2019, 9:38:10 PM): Diane, I would like to ask you, have you made sure that your phone is up to date as well as the Fitbit app?
Pablo (1/1/2019, 9:38:45 PM): I am sorry you feel this way, Diane. But I shall do everything in my power to make this right for you.
Me (1/1/2019, 9:38:48 PM): My phones auto update. I have the latest versions on them. I just reinstalled the app on this S8 a few minutes ago.
Me (1/1/2019, 9:39:28 PM): I'm happy to give you the version numbers. One phone is TMobile and it has whatever TMobile pushes to it. The Other is AT&T and I did an update a week or so ago.
Pablo (1/1/2019, 9:39:48 PM): Awesome, thank you for that, with this new details, please allow me one more minute.
Pablo (1/1/2019, 9:42:37 PM): Thank you for being so patient, Diane.
Pablo (1/1/2019, 9:43:35 PM): I have been able to confirm that we have had some reports of this inconvenience and our engineers are currently working to get this fixed as soon as possible for you.
Me (1/1/2019, 9:45:10 PM): Well. What does that mean exactly? I have a watch that basically does not work. The sleep tracker never works unless I restart and then synch. I have no sleep info since December 21. What if they cannot 'fix' this issue?
Pablo (1/1/2019, 9:46:43 PM): I totally appreciate your feedback and I do apologize for any inconvenience this may have cause to you, but our engineers are working on an update to get this bug fixed for you.
Me (1/1/2019, 9:47:04 PM): Is the watch not under warranty?
Pablo (1/1/2019, 9:47:16 PM): I wish I can say exactly what will happen if we are unable to fix this as it is too early since it is being reviewed.
Me (1/1/2019, 9:47:44 PM): If the bluetooth is broken, the watch is broken. It's less than 3 months old.
Me (1/1/2019, 9:48:31 PM): Send me a new one.
Me (1/1/2019, 9:49:22 PM): What is your warranty?
Pablo (1/1/2019, 9:49:43 PM): Good question, and yes, I could see that your device is still under warranty, but please note that this inconvenience has to do with the app rather that the device itself reason why a replacement won't solve the inconvenience.
Me (1/1/2019, 9:50:36 PM): So, it has not synced since December 21 and exactly how long has their been this 'bug'? Are you telling me others have been having this issue since December 21 and no one's watch has been syncing?
Me (1/1/2019, 9:51:29 PM): If ya'll have not fixed it in 10 days, then my feelings are it's not fixable. In the world of software, having a bug that breaks a device for 10 days is MAJOR.
Pablo (1/1/2019, 9:52:02 PM): Sure, good observation, it is not happening to all Charge 3 users, but we are working already on this to provide you with a resolution as soon as possible.
Me (1/1/2019, 9:52:53 PM): I wish I could say that is acceptable, but it's not. A new watch would solve this issue as a new watch would at least come with a working bluetooth or you could not sell any of your devices right now. Correct?
Me (1/1/2019, 9:54:12 PM): I'm not mad at you, btw. You're doing your job.
Pablo (1/1/2019, 9:54:16 PM): Good point of view, Diane, but as a friendly reminder , since we are expecting an update to solve this inconvenience, this is an issue with the app rather that Fitbit Charge 3, so another Charge 3 may not solve the inconvenience as the update has not been released.
Me (1/1/2019, 9:54:52 PM): But, I'm confused. If I cannot update the watch now, how will I ever be able to update it if the bluetooth is broken in the software?
Me (1/1/2019, 9:55:20 PM): If the watch won't connect, it won't connect to update the software.
Pablo (1/1/2019, 9:56:33 PM): You have a strong point, Diane, but what I can share with you right now, is that the update will fix bugs and we are expecting this to be resolved soon.
Me (1/1/2019, 9:58:26 PM): Lord have mercy. Is your Customer Service open tomorrow? My strong point is this **ahem** thing cannot connect to anything to get a connection to update the bug in the software. I want another phone. It's been broken for 10 days. You don't have an update and no expected date for one which is a moot point since it cannot connect to anything to update anything. Ugh.
Me (1/1/2019, 9:59:10 PM): I want another watch rather, not phone.
Pablo (1/1/2019, 9:59:17 PM): I totally get your point, Diane, and believe me that if I could offer you an alternate solution like a replacement I would do it with not hesitation, but I am unable to.
Me (1/1/2019, 9:59:37 PM): Customer support should be able to help me. I'll contact them tomorrow.
Me (1/1/2019, 10:00:19 PM): You're not making it clear to me how you can update the software if the watch cannot connect to anything to update the software. Therefore, an update is useless if it cannot find it's way to the watch.
Pablo (1/1/2019, 10:01:06 PM): I get where you are coming from, Diane, it is true that the device is not connecting now, but with the update is expected that the device will contact and update.
Me (1/1/2019, 10:01:14 PM): HAHAHA
Me (1/1/2019, 10:01:21 PM): How are you going to get the update to the watch?
Me (1/1/2019, 10:01:32 PM): Do you have magic that will zap it to the watch?
Pablo (1/1/2019, 10:01:57 PM): The update is not basically on the watch but on the Fitbit app.
Me (1/1/2019, 10:03:03 PM): Okay, but I'll have to be able to connect the watch to something to 'update' that app, via the blue tooth. If the blue tooth cannot connect because the software broke it, how are you going to get the new software to the watch?
Pablo (1/1/2019, 10:04:47 PM): Good question, Diane, as a friendly reminder, this inconveniences has to do more with with Fitbit app rather than the Charge 3. So, once the app is updated, the Charge 3 will start syncing and updating, that is the expectation.
Me (1/1/2019, 10:05:28 PM): Sigh. Will you notify me when that happens? Or do I just try to sync every day for the rest of my life hoping it finally, just magically works?
Pablo (1/1/2019, 10:06:28 PM): I wish there could be an option for me to notify you, but I am unable to, but if your apps are update automatically, the Fitbit app will update once the update is available on the play store.
Me (1/1/2019, 10:08:01 PM): While I know you're reading from a script and saying all the things you must say, you've helped me very little. I appreciate your courtesy but this has been a waste of my time. I will now promptly take to every social media outlet possible and tell everyone I can reach that this is how Fitbit handles broken watches. Their customers are stuck with devices that work, with no idea when of if they will ever work again and offer no effective way to make things right other than waiting, which could theoretically be months or years. Thanks.
Me (1/1/2019, 10:08:32 PM): Stuck with devices that DO NOT WORK, rather.
Pablo (1/1/2019, 10:09:02 PM): Thank you very much for all your feedback, Diane, it really helps us to improve.
Me (1/1/2019, 10:09:13 PM): Hahaha..yeah, not so much.
Pablo (1/1/2019, 10:09:16 PM): As of right now, may there be something else I can assist you with?
