New charge 2 won’t sync to start using it

[PissedOFFuser20]

I bought a charge 2 April of 2018. It worked great until it stopped working at the end of September 2018. Hmmm, should work for more than 6 months.... I called customer service, got sent a replacement (no charge). Once received, it would not sync to either my IPad or IPhone for initial setup. I called customer service a month ago and went through the process over the phone to see why it wasn’t working. I had already tried everything they told me to do and it didn’t work again (shocker). At the end of the call they told me there was an issue with Charge 2’s syncing (app problem related). I’m not sure why they didn’t lead with that to start the call, but whatever. I’ve seen Fitbit app updates since then, but nothing that fixed the problem for the Charge 2 yet.

I think a good business would offer a complimentary Charge 3 upgrade for my trouble with their faulty product/app, but I guess Fitbit is not a good business. I’ll give this another week for a solution that meets my expectations or else I’ll look into more drastic measures to recover the $140 I spent initially on the product.

[HeydyF]

Hey @PissedOFFuser20, welcome to the Community! Oh! I'm sorry to hear that your experience with our Support team didn't meet your expectations. I'm pretty sure that they didn't mention that the syncing issue could be an expected behavior at the beginning because they wanted to use all the resources to make it sync, prior determine this issue. Let me ask you this, have you tried to contact them lately? I'd like you to give it a try and let what other options they could offer to get you back on track. 

I appreciate your feedback, so please keep posting your comments and questions. 

[PissedOFFuser20]

I have not called the support team since January 7th. I was trying to be patient and give time for the issue to be corrected. 

I have however, gone through the steps to see if I could connect it since then multiple times to no avail.

i just had my first child and don’t have the time to waste 30min on the phone just to come to the same conclusion as before.

[Clawd]

This is terrible. I have exactly the same problem with a replacement Charge 2. Cannot follow the instructions because the screen requirements are not available. I have Windows 8, so I have to use  the Fitbit Connect response but clicking on the diamond "next to the date" DOES NOT GIVE YOU THE MAIN MENU.

WHAT DO I DO? My old Charge 2 worked fine until the screen went foggy.

Starting to lose all my Zumba Data now as can't take the new one with me.

Oh dear!

Moderator edit: Removed personal info 

[HeydyF]

Hey guys, thanks for your response and for trying to fix this issue.

@PissedOFFuser20, I understand how you feel about this. But the best option would be to contact our Support team again so they can review some other options under warranty for you and maybe get you back on track. They do what they can to help our users. 

@Clawd, thanks for trying to set up your Charge 2 over a Windows 8 computer. Do you have a compatible mobile device that you can use instead? If so, please follow these instructions to pair your tracker. 

Keep me posted!