Charge 4 not correctly auto-recognizing swimming

[drkathy]

My Charge 4 is about 3 month old. In the beginning, it did a great job auto-recognizing swimming. Then it became intermittent.

Today, it only tracked the first 15 minutes of an hour-long workout. I've reset the tracker, and have done all the downnloads that have been pushed to the device, the phone app, and my account. What is going on??? Any suggestions?

About two weeks ago, I called customer support (the toll line) about this issue, and I got the WORST customer service I've ever gotten from FitBit. Supposedly a ticket was created, but I haven't heard a word back. 

[EdsonFitbit]

Thank you for visiting the Fitbit Community, @drkathy.

Thanks for trying to resolve the issue with your Fitbit Charge 4 before contacting us.

Our team is constantly working to improve our products and services. Your feedback is highly appreciated.

In this case, I would recommend updating Customer Support in order to get further assistance. They will let you know how to proceed as soon as possible. You can chat with them online or give them a call. Please click here to get connected.

If you have any question, please let us know.

[drkathy]

I just spent over a half hour chatting with customer support (Marielle), as suggested. It was a huge waste of time. She didn't resolve anything and ended the chat without answering my questions. How can I escalate this issue? Thanks. KD

Moderator edit: all-caps

[EdsonFitbit]

Thanks for your response, @drkathy.

You can escalate this issue through our chat team or you can give them a call. Please click here to get connected.

Feel free to contact us at any time.

[SunsetRunner]

I contacted Fitbit via chat.  Here is the response I received.  I followed all the steps.  Next time I swam, it auto recognized my swim.