Their approach of blaming our phones is really quite unforgiveable - and as said above it's an easy "get out" for them. When I asked the support agent in the 2nd (of my 3) conversations exactly why my phone wasn't "compatible", their response was predictable :
Me: can you explain why the Moto G7 is not 'fully compatible' please ?
Kimberly: It is being worked on and decided by our product experts so I don't have any details why some phones aren't compatible with the Fitbit app. I'm here to guide with the troubleshooting by following a certain workflow.
Kimberly: If you'd like you phone to be added, you can suggest to our community via this link: (community.fitbit.com/t5/Feature-Requests/idb-p/features
I then dug out my old Alta tracker from the back of the drawer, powered it up, and guess what - it connected quite happily to the same phone that the Charge 3 wouldn't touch - so proving there was nothing 'incompatible' about my phone despite their claims to the contrary. What is inexplicable is why would a phone which was ok previously suddenly become 'incompatible' ? Incidentally, I had the same result with an old Samsung tablet too, which is also "not compatible" allegedly.
In my case the 'factory reset' option appears to have fixed the issue (at least for now) - why it was necessary nobody can explain, but the fact that it is working shows that the 'incompatible phone' line was a blatant lie.
It can't be coincidence that there has been so many Charge 3 syncing issues recently, and across different phone models/brands. Why can't Fitbit admit they have a problem ?
Hope everybody else gets the outcome that our hard cash deserves
