Charge 4 Replacement Isn't Displaying All My Stats

[AceB28]

I received a charge 4 replacement over the weekend and set it up however the replacement is only displaying my core stats when I swipe up on the tracker. I'm missing my sleep stats, the weight info, the water, and the weekly exercise.

I have tried rebooting the tracker and uninstalling and reinstalling the app on my Android phone and nothing has worked to restore these stats on the tracker.

I searched the forum and found one similar post from 3-30-21 but no resolution was described. Does anyone know how to fix this?

[JuanFitbit]

@AceB28 , Nice to see you here. Thank you for your message and efforts with the restart. 

Please make sure that you have updated the replacement Charge 4 after your received it. If you haven't received the banner in the app, it will appear after some days. 

Let me know if this still happens after the update. 

See you around. 

[mjwexe]

I have had 4 open cases since April 2022 concerning missing metrics on 2 replacement Charge 4s that have been sent to me following a warranty claim.

Fitbit has stated: "The Charge 4 issue we are referring to in our previous email is the issue you have reported (missing metrics). This is the issue under investigation."

OK. But after 6 weeks what about me as a customer? I do not have a fully functioning device. Fitbit refuses to put a timescale on any investigation or to offer any meaningful customer focused resolution.

Having read numerous community posts and Trustpilot reviews (over 80% BAD!!) it has become evident that fitbit's default policy is to say that issues are being investigated but then fail to actually resolve anything in a customer focused way. Evidently, the expectation is that customers will eventually just give up and, hopefully, purchase a new unit which, fitbit hopes, may last just long enough to be out of warranty when it fails, which from my experience, it invariably will.

Fitbit has stated in one of their emails to me that the problem was not with the refurbished units that I have received. However, fitbit did accept that the first refurbished unit (which was missing the metrics set out by the AceB28) was faulty which is why I was then sent a second refurbished unit. Now that this second unit has the exact same fault (missing metrics), fitbit claims that it is not an issue with the refurbished units but with the Charge 4 itself. Meanwhile, the Charge 4 that is in warranty and which was 'replaced' by these faulty units, although unwearable due to the broken frame, is showing all metrics and is otherwise fully functioning. As is the Charge 4 of a friend who purchased one on my recommendation only 2 months ago.

The logical conclusion from what they are saying is that all new Charge 4s on the market (available through Amazon or in other retail outlets) are faulty. Can that be correct? Or, is the reality that it is actually the batch of refurbished units they are sending out as replacements under warranty which are faulty? The 2 I have received share the exact same faults – missing metrics and an inability to update, despite assurances from Fitbit that they would. Please note that it is a month since they first sent me a replacement (refurbished) unit.

.

Fitbit does not have a Complaints Department. They confirmed this is an email to me when I asked how I could escalate the issue to the level of a complaint. They then asked me to be more specific about what I would like to request.

After more than six weeks and at least 4 cases, resets, videos sent as requested, conversations with the helpline, webchats and numerous emails, surely I had made it very clear what I, as a loyal customer, was asking for. I simply want a fully functioning unit. The replacements do not function correctly due to the missing metrics. What I would request is that Fitbit provide me with a fully functioning unit as a replacement under the warranty. In other words, a new unit that functions exactly as the broken framed unit that it is replacing, with no missing metrics.

This morning, after all the correspondence and ‘chats’ with Customer Support since 17 April 2022, I received the following in response to my latest email, containing much of the above information):

“Thanks for letting us know about this issue. We’re currently working to resolve it and hope to have a fix soon. Be sure to keep your Fitbit device and app up-to-date to ensure you receive the quickest resolution.

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

Please let us know if there's anything we can do to assist you in the meantime.”

This is not the first time I have received this stock email since 17 April and the only conclusion I can reach is that Fitbit will never resolve the issues that both myself, AceB28 and who knows how many others, have raised. The sad facts are as follows:

The Fitbit warranty is worthless.

Fitbit is not interested.

Fitbit does not understand customer care.

The End Result: Fitbit has lost another loyal customer. I will never purchase another Fitbit product.