Connected GPS Pace and Distance is Inaccurate

[DanielMena9]

Went on a run today with my Charge 2 on one wrist and Charge HR on my other wrist. Also had RunKeeper to measure my distance. I started my run with about the same number of steps on both FIT devices. 

After the run, my Charge HR had almost 2K more steps than my Charge 2. In addition, my GPS map on FitBit matched my Runkeeper map which is about a 3.5 mile run BUT FitBit pegged the same route as 1.73 miles >.> 

Why doesn't this device work as advertised? I really like the design and feel of Charge 2 but if it can't do its job accurately, all is for not and I will be shorting FIT as it appears to be a widespread issue (I have maps and photos if someone from FIT wants the data).

Moderator Edit: Edited thread title.

[hawkeye1952]

I state over a year ago. That I thought this on going problem was not solvable.

[HeydyF]

Hey guys! I appreciate you are keeping us updated with your GPS distance and pace results.

If you see that the distance tracked with the connected GPS on your Charge 2 is not as accurate as for example when you use Strava or other apps, just keep in mind that there always be a little error range if you compare different GPS tracking apps. 

Now, if you see that the discrepancies are too high, please I will ask you to take a look at this help article: Why isn't GPS working in my Fitbit device? Let us know if you are getting some of those errors and please review the requirements and follow the troubleshooting. 

For pace issues, if you see that it is not so accurate, please take a look at your stride length. Enter it if you haven't or edit it if needed. Review these instructions to do so. 

Let me know how it goes! 

[SunsetRunner]

What is the point of a GPS tracker that doesn't use GPS to track!?!?!?!

This is not what I bought this for!

It's like buying an electronic watch that uses a sundial to tell the time!

[Rich_Laue]

As the Wiseman said, one who has a watch, knows what time it is, if he carries two watches, he has no idea. 

I've seen various reviews testing various GPS trackers, and the reviewers seldom find to units that match. 

[Glennbest]

Heydy,

The reported errors are far beyond what should be expected from a comparison of two apps.  There is an inherent problem with the fitbit connected gps system and as the error is now showing up on the charge 3 it's clear fitbit are unable to fix it and would rather just keep pretend it's not a problem.

[hawkeye1952]

The connected gps has been a problem from the beginning. I no longer use fitbit becausae of on going problems with connected gps

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[MichaelHellein]

It may be that a firmware update solve this issue in 2016, but it seems clear that it is not solved anymore for many users (including me). This should not be marked solved.

[MichaelHellein]

I followed up on this with Fitbit support, and after a litany of boilerplate troubleshooting in which I detailed how the issue can be reproduced, they served up their boilerplate sorry-not-sorry response:

"Thanks for letting us know about this issue. We’re aware of it, but may not be able to provide a fix in the immediate future. We'll continue to monitor the situation, and keep our team informed of the impact to you and other customers. We understand that this isn't the resolution you're hoping for, but rest assured we're always working to improve our products."

Clearly, this issue is not fixed. Fitbit's callous attitude toward support is appalling.

[MichaelHellein]

This is the response from Fitbit support for why they want this issue to remain open:

---

To set a proper expectation, we'd like to share with you that we can no longer open the case that was categorized as "Solve" to our community page, this to categorize the issue that was still open on our community page that was not yet escalated to Fitbit.

Therefore, since your case was already escalated to us your inquiry in our community page was categorized as "Solve" and we're here to further assist you with your reported case

---

I am aware that the support team member may not have English as their first language, so in no way do I mean to criticize their fluency, but I have a hard time not seeing this as incoherent. It seems like they are saying: "We cannot reopen this issue, because your support issue is open, and we don't want to complicate things for us by admitting you have the same issue people have been reporting since 2016."

[hawkeye1952]

They have never fully addressed the issue. They always passed the buck
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[MichaelHellein]

Yes, that's my impression too. The reason I'm pursuing this at all is that I feel like people are going to waste time trying to get Connected GPS working because this issue was marked "Solved" by the initial reporter. If Fitbit is not going to fix it, I just want them to be honest about it.

[MichaelHellein]

@DanielMena9 if Fitbit has solved your issue, that's awesome. It seems like a lot of other people have been experiencing the same thing for years, and it is not fixed for them. Do you have the ability to remove the accepted solution so other customers are not misled? Thanks!

[hawkeye1952]

Good luck that has been a issue for a few years. When I had fitbit. I along with many other fought wit fitbit or the issue after they mark it solved

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[MichaelHellein]

Yes, I can see that in the topic history! Thanks!

[RogueThetan]

It’s definitely not “fixed”, no matter what they say. In my opinion, it’s a worthless piece of garbage.

[hawkeye1952]

That why I changed and got rid of fitbit
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[lysy]

Me too, not using it for over a year now. 

[hawkeye1952]

When I first got mine. It was a big problem, we had many people involved trying to figure out what was going out. Spread sheets done you name it. Then they did a big update marked it solved and never addressed the problem again

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[RogueThetan]

Yeah, like I said, it’s junk. This device LITERALLY can’t do the ONE thing it is “designed” and advertised to do. Seems like that should be illegal or we could get a refund or something, but apparently, they are a company that value “repeat customers” at a zero.

[hawkeye1952]

That is why their stock dropped like rock and sales are down

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