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. 

[Glee2]

I have the same problem with my fitbit Charge 2. Am very dissatisfied that active minutes don't work.

I have also been onto Fitbit and they just said they are aware of the problem

My fitbit should be replaced. I have other friends with active minutes and theirs work.

I regularly exercise with my sister and hers clocks up active minutes while mine does not for the exact same exercise

[dmbell]

After being on two different threads on this issue, reading several more threads on this issue going back a year, receiving insanely worthless emails from Fitbit customer service, and reading what the Fitbit Moderators have said you're only hope is to change brands.  I can't stress enough the fact that Fitbit has no intention of correcting this problem.  We've wasted our money and our time with a company that won't support it's customer's when they have a known malfunction with their product.  

[Rich_Laue]

Are the active minutes showing up on the tracker and not the so it the web dashboard?

[dmbell]

Hi Rich, I assume you're asking Glee2 but in any case, active minutes are not showing up anywhere, on the device, mobile App or web.  Here's Fitbit's latest response below.  Once again, this is in reference defect they have been aware of for at least a year.  They could just replace the Charge 2 with a Charge 3 or provide a refund but they choose to do nothing.  My Charge 2 is less than a year old.

February 26, 2019 at 10:33 AM "https://contact.fitbit.com" <https://contact.fitbit.com> wrote:
Hi DXXXX, 
Thank you for getting back to us and for being part of our community. Know that we understand where you're coming from and we know that this has been inconvenient for you. 

As previously mentioned, the issue with active minutes is still being worked on by our team though we are not able to guarantee the exact time frame of when it will be resolved at the moment. What we can assure you is that we’re continuously working hard to provide a solution and that we’re constantly improving our products and services.

Your understanding in this matter is well appreciated. Let us know if you have any other questions. 

Sincerely,

Jose Marco M. and the Fitbit Team

[AlvaroFitbit]

@Glee2  Welcome to the Fitbit Community! It's great to have you here!

@Glee2  @dmbell thank you both for your updates and for contacting our Support team. As they mentioned then issue is being investigated. If we get any updates we will gladly share it with the community but at this time I can only ask for your patience.

@Rich_Laue  thank you for your help here.

I'll be around.

[dmbell]

It's been over a year.  Fitbit can just replace the Charge 2 with a Charge 3 or refund the Charge 2.  Sounds like Fitbit doesn't stand behind the product or customer.

[JuanFitbit]

Hi @dmbell  nice too see you back here. Please take my apology for the delayed response. 

Depending on your issue, Support will take the decision on how your case would be handled. If the support offered you a refund or an upgrade on your tracker, that would be the best solution they found for you. If you have any doubt why the resolution was taken, please reply Support on their last Email, they'll be more than happy to address you and explain you why the resolution was chosen.