Active minutes

[dmbell]

Extremely disappointed in Fitbits response to this issue.  I recently purchased a Charge 2 and the activity stopped tracking.  I contacted customer service several times as well as several managers.  i was told that this is a known problem and it was being worked on.  It's been worked on for at least two years now based on the posts and still no solution.  I asked if the fitbit could be replaced or upgraded to resolve this and was told very clearly that even though Fitbit acknowledged it was a problem, because the device was over 45 days old they would not replace.  This was quite crudely reiterated to me many times.  Fitbit obviously does not stand by their product or customers if it is outside the "rules" of 45 days.  Time to switch to Apple or Garmin after 5 years of being a Fitbit user. 

[Rich_Laue]

Hello @dmbell welcome to the community.

I've moved your post about activity tracking out of the thread on active minutes. Feel free to edit your title of you would like?

May I ask which type of exercise and method of tracking the exercise do you use?

Do you do your exercise and let Fitbit decide what your doing? Is the exercise going long enough for your time setting? Have you checked the time setting?

Do you manually start the exercise from your wrist with the phone and connected GPS?

Do you start it from the wrist without the phone?

Do you use the Fitbit app to record the exercise?

[v11bassa]

It’s really ridiculous that they won’t stand by their products.

My company has a wellness program and it’s based on how active we are. The more active we are, the more our company will pay us. It’s a great program. Because my Fitbit won’t actively monitor my progress, I am losing out on money. I agree with you, it’s time to move on to another company that will stand behind their products.

Sent from my iPhone

[Rich_Laue]

@v11bassa after you having issues with active minutes, or step activity, or the subconscious of your Fitbit data to your companies enjoys plan?

[dmbell]

Who are you and why would I answer your questions? Why did you remove my post?


I spend days going back and forth with Fitbit and got no resolution. the company does not stand behind it's products.

[dmbell]

Why wold I respond to you and your questions?  Why was my post changed? I literally have a dozen emails going back and forth with fitbit and they quite clearly will not stand by their product or provide a solution.  Here's the last one.  There are 10 more just like it.  The best part is they CAN fix it.  I asked for a refund or Charge 3 that doesn't have the problem.  This is their response.  My Charge 2 is less than a year old.

Hi Doug,  
Thank you for getting back to us. We understand where you are coming from and rest assured that we are working on this for us to provide a fix as quickly as we can.  
We truly wish we could revert this situation to accommodate you in a way you may find suitable. However, it is also necessary that we enforce our policy. Know that your experience has been taken into account for we want to continuously improve our Fitbit products and services to provide better customer experience.  
We appreciate your understanding in this matter. Let us know if you have any questions.  

Moderator edit: Removed personal info 

[Rich_Laue]

@dmbell I'm still trying to figure out what the problem is that hasn't been described in your posts.

Saying that your having issues, is not really adequate. There might be a work around that users have stumbled apon..

[dmbell]

Ahhhh, good point.  Sorry, I didn't explain very well.  The Charge 2 stops tracking "activity" intermittently.  I can vigorously exercise for 60 minutes and the exercise is tracked but "activity" is not.  Within a few days it will track it again.  Same with any activity such as walking, climbing stairs, working in the yard, etc.  It doesn't matter what the activity it, it just stops tracking.

I searched the blogs and there was a mix of responses from "they sent me a new device" or "they admitted it was problem and did nothing".  I'm in the second category.

Fitbit fully acknowledged that this is an issue with the Charge 2 and did nothing to support or correct it.  Their email responses were quite literary a pleasant way of telling me (and other customers) that they didn't care and wouldn't help and that since it was over 45 days old it wasn't their problem.  There are "lemon" laws to protect consumers that run into this problem with vehicle but not in this case.

[HeydyF]

Hi @dmbell and @v11bassa, how are you today? I appreciate the time you have taken to get in touch with our Support team. I understand that their response didn't meet your expectations at all, because this issue hasn't been resolved. We as the moderators can only pass this feedback to our team. I wish I could give you another answer or help you out better by letting you know when this is gonna be resolved, but I have no access to that information, so I can't even give you an estimated. The only thing I can suggest you now, is to keep in touch with our Support team for any updates. Now about the refund or replacement, I understand that there are policies that they can't change, they have to follow the warranty. 

Thanks so much for your help @Rich_Laue!

I'll be around guys! 

[dmbell]

That is a completely unacceptable response.  Fitbit acknowledges it is defective and has been defective for a long time but refuse to refund, replace or repair.  If they knew it was a problem than they should make that clear during the purchase so people are not lied to and have their money stolen from them.

[HeydyF]

I understand your position @dmbell, let me tell you that our team is aware that there is an issue with this feature and working on it. I wish I could do something else for you, but as a moderator, I can only pass the information, but you can get in touch with our Support team in another chance and ask for some other information. 

Have a good day! 

[dmbell]

No need for you to respond and continue to tell the community you can't help.  Fitbit refuses to help and that's all that really matters here.  being told over the course of a dozen emails from Fitbit that they acknowledge the issue and won't help is quite sufficient to paint the picture of where they stand from a customer service standpoint.  I've had two cars that broke down on a warranty issue after the warranty expired (just like the 45 day rule that Fitbit follows).  Guess what...the dealer fixed it at no charge to me because the manufacturer acknowledged it was an issue and they considered themselves responsible.  A shocking method of maintaining brand loyalty and good customer service!!!

[dmbell]

and just for everyone on this thread, this issue goes back to at least January of 2017.  There are threads and similar useless responses by Fitbit to the issue we're highlighting here in the community forum at least that far back.  I stopped looking after that but I would imagine it's been going on longer.  The likelihood that the technical team is actively trying to resolve this is essentially zero.

[Rich_Laue]

Dupe post

[Rich_Laue]

Dupe post

[Rich_Laue]

Maybe @dmbell  but for many more users, they have never had this issue.

This presents an interesting delema since it doesn't affect everyone the cause is a lot harder to find.

As for going back to 2017, can anyone confirm, even though the outcome send to be the same, that the cause is?

Kind of like the lastest sync issue that has popped up in 2.87, most people have found this version to work smoothly but a few have found it unbearably troublesome to sync.

Four in my family have SG S8s, three have found the latest version wonderful, I have had so much aggravation that I have rolled back to 2.85. So 4 people, same phone, 3 love the update, 1 has thrown the update out the window. Why can't Fitbit fix this yesterday, because they first have to find what the shall change is on the phone is that is the cause, can then done the cause, then did the problem without causing other issues.

A few years ago there was one problem that only popped up when a particular unrelated app with a particular version was installed on the phone. I don't remember the name, but let's say everything was smooth until game xyz was installed, then the app crashed when opening a certain screen. Would the average user pick up on this crash happening only after that game they installed last week?

[dmbell]

Rich - what compensation to you receive from Fitbit?  

[Rich_Laue]

Click on the icon to the right of my name, it is all explained through the popup and the link.

[dmbell]

Again, No need for you to respond and continue to tell the community you can't help.  Fitbit refuses to help and that's all that really matters here.  being told over the course of a dozen emails from Fitbit that they acknowledge the issue and won't help is quite sufficient to paint the picture of where they stand from a customer service standpoint.  I've had two cars that broke down on a warranty issue after the warranty expired (just like the 45 day rule that Fitbit follows).  Guess what...the dealer fixed it at no charge to me because the manufacturer acknowledged it was an issue and they considered themselves responsible.  A shocking method of maintaining brand loyalty and good customer service!!! and just for everyone on this thread, this issue goes back to at least January of 2017.  There are threads and similar useless responses by Fitbit to the issue we're highlighting here in the community forum at least that far back.  I stopped looking after that but I would imagine it's been going on longer.  The likelihood that the technical team is actively trying to resolve this is essentially zero.

[#20]

Again, No need for you to respond and continue to tell the community you can't help.  Fitbit refuses to help and that's all that really matters here.  being told over the course of a dozen emails from Fitbit that they acknowledge the issue and won't help is quite sufficient to paint the picture of where they stand from a customer service standpoint.  I've had two cars that broke down on a warranty issue after the warranty expired (just like the 45 day rule that Fitbit follows).  Guess what...the dealer fixed it at no charge to me because the manufacturer acknowledged it was an issue and they considered themselves responsible.  A shocking method of maintaining brand loyalty and good customer service!!! and just for everyone on this thread, this issue goes back to at least January of 2017.  There are threads and similar useless responses by Fitbit to the issue we're highlighting here in the community forum at least that far back.  I stopped looking after that but I would imagine it's been going on longer.  The likelihood that the technical team is actively trying to resolve this is essentially zero.

[AlvaroFitbit]

@dmbell thank you for your input here. @Rich_Laue  does make a good point in regards that detecting the reason this may be happening may not be as easy as it could sound as not everybody is affected by the bug. I know you don't want to hear this again but the main reason about my post it ensure we are all having a polite conversation among peers. If anyone reading this has a question you can all check our Community Guidelines. Please keep sharing and having a productive conversation. If nothing else can be added then let others interact here.

I'll be around!