Replacement Charge 2 won't pair

[TaraDactyl83]

I recieved my replacement Charge 2 and my LGv30 will not pair with it. My old charge 2 pairs just fine. My boyfriends phone sees the replacement charge 2 in Bluetooth ( unless its seeing my old charge 2? Not sure it can if it's paired to my phone.) updating my phone, rebooting ( many times in between troubleshooting) I have turned off/ Bluetooth , unpaired/deleted old charge, tried to replace old charge with new charge, uninstalled fitbit app, reinstalled app, tried hard restarting new charge but it just shows the setup screen fitbit.com/setup the only thing I haven't tried is logging out of fitbit then back in ( that I know of). I contacted support and they gave me a return label and recommended sending back for a second replacement. I don't really want to wait another 2 weeks . 😭 I don't see why the new one won't pair with my phone while the old one pairs just fine.  

Moderator edit: format

[TaraDactyl83]

When you go in the fitbit app to set up device it should search for it and
send a 4 digit pair code. Unfortunately my sencond replacement won't pair
just like the first. So I will have to send it back, again. Good luck
getting it to pair because if it's a replacement it most likely won't.

[Htownbill]

I've reached out to support 3 times and twitter twice.

[pallinmt]

I am unable to sync my replacement Fitbit Charge 2 to my iPhone.  It turns out that this is a known issue and nothing can be done about it right now.  In the meantime, I have a new Fitbit that is useless and have no idea if and when this problem is going to be resolved.

[pallinmt]

I am unable to sync my replacement Fitbit Charge 2 to my iPhone.  It turns out that this is a known issue and nothing can be done about it right now.  In the meantime, I have a new Fitbit that is useless and have not been provided with any timing of when this problem is going to be resolved.

[Fitcat74]

So I have also been through all the various options to get my fit bit to pair. And had my replacement and have tried again with All the troubleshooting etc etc and despite the app update the problem has not be resolved. 

I know that this is a known problem. However I am not happy. And I was wondering.. Has anyone had success with pairing since the most recent update that I was told to watch out for?

This is starting to get silly and from what I initially thought was good customer service has now flipped to very poor service. 

[Gingerous]

I'm having the same issue. My Charge 2 went stone dead after having it only 9 months, was sent a replacement under warranty, and it absolutely will not sync with anything.

The most infuriating thing is that chat support put me through ALLLL of the troubleshooting steps even though I'd already done them all, some twice, before admitting that this was a known issue that they've been having for weeks. My replacement Fitbit arrived less than a week ago, so they are still sending these things out even though they know that there's a standing issue with them.

Same result with Twitter support. They're very sorry, they're "working around the clock" to fix it (for WEEKS I guess?) and there is no solution, I just have to wait, with no end in sight.

I would have expected at least an offer to replace it with some other comparable model, but nada.

[Fitcat74]

I'm thinking this needs to be escalated. Consumers are not being treated
too well over this.

It's a known problem with no current resolve.

[christopr1]

I don’t think this is going to be resolved soon. I’ve part of the “known
issue” for a month now. With no outcome to what they are actually doing.

[iamdusted]

The short answer is  - this issue will not be able to be fixed and the devices will have to be replaced. 

Whatever this firmware version has done to the device, it seems to have either disabled or messed up the bluetooth connection. In some cases where a duff version of firmware has been packed with some other devices (phones/pdas etc), what they would do is to package up a fixed firmware version and provide the users with a way of updating the firmware by a serial or usb connection to an app. Unfortunately (from what I can see) this particular device does not have a data connection port, it only has a usb power connector that provides power to the device , which means that the bluetooth connection is the ONLY way to connect this to device (a big design flaw by fitbit). 

I'd say what is happening in the minute at Fitbit is that they are figuring out how much this is going to cost them and chastising their developers. 

costly mistake.  
(could be wrong and am prepared to be proved wrong)

[Thumper2016]

Thank you all.  I received my "replacement" today (11Jan19)  and have not been able to sync or even see it on my Android.  Glad I stopped here before going to support, although I know they're going to make me go through all the same hoops, again, before telling me it's a known issue. 

[Gingerous]

iamdusted: You are probably correct. 

I think that all of their "replacements" are refurbs. Mine came in a simple plastic bag with an attached card that had the fitbit logo but no indication other than a barcode sticker as to what model it was. Nothing on it says Charge 2. That's pretty standard refurb packaging.

I've decided that, because I'm still under warranty, I'm going to insist that they honor their warranty policy and I'll just let them keep sending me busted replacements until I get one that works or they give up and send me a new one.

[robert12345]

The fact that they are still sending out this 22.53 firmware version seem
to indicate no one cares or is concerned. I just got my second one
yesterday.
No email addresses for fitbit publish, so no way to raise the issue beyond
the support group.

[Nagswoman]

Same problem with my replacement, which arrived a week ago. I have done all of the usual things to try to get the unit to communicate, including removing all bluetooth devices ftom my phone and hiding all my bluetooth devices well out of range, out in the car. I tested that by searching for bluetooth devices, with the new Charge 2 next to me so that was the only one around. It gound none, which means that bluetooth is not working on the new Charge 2, despite doing a reset. Right now, I am waiting patiently for its battery to run out. Then I am going to do all the stuff with removing other bluetooth devices before putting the new one on the charger, while the phone is searching. It just may have done a total reset but I doubt it.

[Nagswoman]

Adding to this. My replacement Charge 2 is at rev level 22 53 04. My partner's replacement arrived yesterday. His new one is at rev level 22 20 17 (the old one was 22 52 02) I put my Charge 2s in a heavy metal box so they are in a Farraday cage and can't be seen. I backed up his old Charge 2 by syncing. Did a bluetooth search with his phone, which found the new Charge 2. Added a new device on his Fitbit app. Works perfectly. Now, people, we need to get our Charge 2s replaced with the pre 22 53 04 version. 22 20 17 works.

[julie500]

Has anybody got them to honour the guarantee, and send a second replacement, and if so was it the same firmware? Its shockingly bad service! As someone said, its as if they knew, they wouldn't work when they sent! Lots of wasted time on chats, emails, borrowing other phones, as they insisted it was my phone that wasn't compatible at first (even though it synced to other fitbits)

[julie500]

Hi, I also have a replacement  sent in December, firmware 22,53,04, and felt like I was being fobbed off. Glad saw the comments on here, over 30 people with same responses, that its a known problem!

[gab_tz]

Yes, I got a second replacement and some people even got a 3rd and 4th. They're all the same. From what I've read here I think they keep sending replacements until you start asking more questions. Then they just tell you it's a known issue. 

[Stoop]

It gets worse! I was asked to contact support through my account and they replied to my wife!

im losing the will to live never mind use a  Fitbit 🙈

Hello Margaret, 

Thank you very much for reaching out. Let's address this set up situation that you're experiencing with your Fitbit Charge 2 replacement. We highly appreciate your time and patience especially for the details that you shared with us in your email. It was useful to determine the best solution for this case. 

After reviewing our records, we've noticed that the Fitbit Charge 2 emplacement that we sent you is currently paired to your Fitbit account. We do not want to make any mistake with your case. To do so, provide us with the following information: 

• The issue was solved?

If the problem has not been solved. We want to share that if you can't get started with your Fitbit device, usually a missing requirement is the cause. Verify the each of the requirements clicking here.

We will be waiting for your reply with the outcome to further assist you. In the meantime, please let us know if you have any other questions.

Sincerely,

Roberto S. and the Fitbit Team

--

Reply directly to this email to update your case.

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[Ellie163]

I’ve had the exact same problem. Replacement charge2 pebble that won’t pair.  My charge2 battery failed at the beginning of December, six months into the guarantee. They sent out a replacement which didn’t pair and then another which did the same. I finally received my third replacement pebble yesterday and to my astonishment this one paired with no difficulty! I had felt that they were stalling me and delaying sending it out so perhaps in the meantime they have solved the problem. I wish they had been honest about what the problem was, I was nearly tearing my hair out with emails backwards and forwards. This one looked a bit newer and shinier than the previous two. 

[Fitcat74]

I've had so many responses... Clearly it written for me and my individual
circumstances... Yours matches one I had.

The problem is massive. And I don't think their response to anyone is
satisfactory.