Exercise stops tracking for no reason-Charge 2

[Mansfiej]

I have a charge 2 - it started just stopping when I'm doing a walk on a regular basis 2-3 months ago. reported here did resets and no change. There's a note saying this is a known issue for Charge 4'sand they're working on it  but no mention of Charge 2 or any device over 6 months old.  No response no fix, no meaningful interaction whatsoever. Not happy. When will this be fixed. Do I need to get a different tracker or just use my phone. 

Moderator edit: updated subject for clarity

[EdsonFitbit]

Thank you for visiting the Fitbit Community, @Mansfiej.

Thanks for trying to resolve the issue with your Fitbit Charge 2 before contacting us.

If after following the troubleshooting steps provided by Customer Support you continue experiencing difficulties with your Tracker, please let them know to get further assistance. I'm pretty sure they will do their best to provide a high level of support. Please click here to get connected.

If you have any question, please let us know.

[Mansfiej]

I have posted this several times, all occasions when I have contacted support I have received the same useless advice. resetting the watch does not fix the issue and the number of posts indicating this are myriad.  There was some indication that this is a known issue with dev's working on fixing it but no results so far (nearly a year later).   

I'll try again.

Moderator Edit: Merged replies

[EdsonFitbit]

Thanks for your response, @Mansfiej.

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

Feel free to contact us at any time.

[Mansfiej]

Still not working and still no response from Fitbit, time to move on... I bet Will doesn't have to put up with faulty stuff.

[Mansfiej]

Still no response.

[EdsonFitbit]

Thanks for your response, @Mansfiej.

Have you contacted Customer Support via chat or by phone? If it was by email, please provide me with the case number.

I'll be waiting for your response.

[Mansfiej]

via chat, I explained that the usual reset did not work.

the only ref I have is 42501810

I was asked to change my clock face and I did that but got no benefit from tat - I relayed that back but it vanished into the abyss (again).

JOhn

[Mansfiej]

Th implication from the chat was that it would be passed to higher level of support and a solution provided.  

[EdsonFitbit]

Thanks for the update, @Mansfiej.

To get assistance on this situation, I would recommend getting in touch with Customer Support via chat or by phone and provide them that same case number. They will let you know how to proceed. Please click here to get connected. 

Have a nice day.