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

[gab_tz]

Today I asked them about details. I don't know why I expected more than the generic answer that they are working on a fix but don't know when it will be ready. 

Very disappointed and am starting to get angry.

[Stoop]

Well I got a second email apologising for getting my name wrong - addressed to my wife again!

Not only that but the instructions they gave me to connect to the help line so that my Fitbit data could be looked at just doesn’t work. I’ve tried many times and it won’t do what they say it should.

To be honest they seem so unprofessional that I’m not only getting angry - I’m now not expecting any help at all from them that will be any use.

My final attempt will be a phone call tomorrow or Monday to see if I can speak to someone who can escalate this to a formal complaint.

[Stoop]

There are far more than 30. I found at least four threads on this issue and even more on the cracked screen problem that has instigated so many replacements.

clearly they have issues that they aren’t prepared to admit.

Maybe consumer advice is the next step?

[Nagswoman]

I sent this earlier today in response to yet another standard email:"This is the very same message that other people seem to be getting. For your information, items purchased in the UK are covered by The Consumer Rights Act 2015, for 6 years. Fitbit Charge 2s seem to have an inherent fault of cracked screens, as seen in the number of social media postings. You replaced my cracked Charge 2 with one that has a faulty bluetooth. This is not acceptable.Under the terms of The Consumer Rights Act 2015, which overrides any manufacturer's warranty, will you please replace the faulty Charge 2, that you sent me, with one that actually works.If I have not received a fully working replacement within the next 7 working days, it will be necessary for me to pursue this in the UK Small Claims Court. Meanwhile, I am going to post this advice into the Help Forum to try to help others."

Sent from my Samsung Galaxy smartphone.

[Nagswoman]

I replied to a standard email earlier with:  "This is the very same message that other people seem to be getting. For your information, 

items purchased in the UK are covered by The Consumer Rights Act 2015, for 6 years. Fitbit Charge 2s seem to have an inherent fault of cracked screens, as seen in the number of social media postings. You replaced my cracked Charge 2 with one that has a faulty bluetooth. This is not acceptable.

Under the terms of The Consumer Rights Act 2015, which overrides any manufacturer's warranty, will you please replace the faulty Charge 2, that you sent me, with one that actually works.

If I have not received a fully working replacement within the next 7 working days, it will be necessary for me to pursue this in the UK Small Claims Court. Meanwhile, I am going to post this advice into the Help Forum to try to help others."

[Najube]

I haven’t had the use of mine for so long, I am starting not to even miss it. Was looking into purchasing a Charger 3, but not after this experience.

Should be absolutely no reason for the fix to take this long.

Sent from my iPhone

[christopr1]

We need to keep this post open until resolution. Keep each other notified
on progress (of anything).
I can’t beleve how long this has been going on for. Could you imagine
buying something from Argos and it being faulty, you then go to return it
and they tell you “it has an issue but things will work out” without any
date or anything 🙈. We just wouldn’t accept this. This should be no
different to a online retailer.
Over a month some of us have been waiting

[Stoop]

Yes we must keep this running. If mines not sorted by next week then I too will take thinks further. I’m sure Martin Lewis would be interested from the consumer angle. Last resort will be small claims as this is obviously a fault which makes them unsuitable for purpose.

[Gayel]

Grrrr, just got replacement #3 that does not pair! I am so sick of this!!!!!! Like I have all the time in the world to keep running to the post office to send back the dang thing ,,,,,,,

[LadyWest]

I tried to go for the Charge 3 when offered the discount to purchase a new one.  They don't offer the Charge 3 on the discount purchase program. "It is a new release, so it is not available for the discount replacement upgrade".

[TaraDactyl83]

So I made this troubleshooting list but have not had time to do it in the
proper order here you go if you have time and haven't tried this.
Failed to pair device

Make sure Phone software is up to date
Make sure Bluetooth is on
Make sure Phone is supported
Power save mode is off
Location is on

Turn blue tooth off, wait 10 seconds and turn back on

Try pairing device again.

Fail 2 pair,

Reboot fitbit:
plug in fitbit, hold button down 4 seconds till screen turns off vibrate
and back on.

Try pairing device again

Fail 2 pair:
Reboot phone/ hard restart

Try 2 pair devices again

Fail 2 pair:
Remove all Saved Bluetooth devices from phone etc.

Try pairing devices again

Fail 2 pair:
Log out log , in fitbit app

Fail 2 pair:
Uninstall fitbit app/ reinstall app

Try to pair devices

Fail 2 pair


Contact support and tell them you did all this, again...

[SunsetRunner]

Same issue here.  I'm on my 3rd refurbished FitBit.  The first refurb replacement was found but failed to pair after entering the 4 digit code.  These last two cannot be found at all.

I've reinstalled, rebooted, removed, repeated, and retried dozens of times with my phone and two others.

Apparently,  at least 75% of FitBit's refurbished Charge 2s don't work.  Even if the next one will pair, why should I expect it to not have other problems?

I'll keep contacting cust support, just on principle, but then I'm done with Fitbit.  These things are pure luxuries, anyway, for most of us.

(By the way, this started after the screen on my original C2 went bad - can't read top half of it - after about 11 months.)

Edit: My the version of my current refurbished FitBit (which, again, won't pair) is 22.53.04.  Apparently, this version doesn't work with the up-to-date app (see other posts).

[TaraDactyl83]

That sucks, I just went though all the troubleshooting and PAIR FAIL. Sent
an e-mail to customer support. I feel like I'm supposed to go with 50%
store credit or just keep getting bunk GHOST replacemnts for the remainder
of my 6 month warranty. I also bought originally off Amazon so I got the
extended warranty which goes into action once the 1 year is up. Maybe they
will help replace my fitbit with a actuall working one.... ? This has been
ongoing since november 2018.and I hope it is resolved sooner than 6 months!
It took me a long time, years even to finally splurge on a fitbit and now
this. I could cry 😢 so over it. 😭

[Claire99999]

Count me as another that has a 2nd charge 2 replacement that won't pair with my iPhone 6. Contacted customer service. 

[Ellie163]

 I asked them if they were reconditioned and they said no. But the third one they sent, the one that actually worked did look newer and shinier somehow. I had been shouting at them a lot so wondering if they decided to send brand new device. I think if your product fails in under six months you should be entitled to a brand-new part anyway. 

[Stoop]

it seems my replies are being moderated and removed.

oh well - someone is going to get a nice phone call  very soon.

what a disgraceful way to look after their customers!

[Ellie163]

That’s so weird. I actually got the post to my email inbox and I saw it and now it’s disappeared as have all the others. How do they remove email from my inbox?!!

Sent from my iPhone

[Stoop]

I think I posted it more than once in the different threads on this issue. I guess it’s a spam filter.

im still getting robotic answers from them. This is their latest offer to my two questions.

1 How will they remotely fix a pebble that won’t connect?

2. When is the phone line open?

“Apologies for the experience. Our team is working hard to get it resolved as quick as possible. Your continuous patience and understanding is appreciated.”

[Stoop]

Getting nowhere with support. Just robotic answers to simple questions but not answering them at all.

I want to know how on earth they can update the firmware on a  pebble that won’t connect to Bluetooth. It’s not the app. My old cracked one pairs immediately but is on different firmware.

Have Fitbit not got anyone who can see this?

[gab_tz]

---

@Ellie163 wrote:

 I asked them if they were reconditioned and they said no. But the third one they sent, the one that actually worked did look newer and shinier somehow. I had been shouting at them a lot so wondering if they decided to send brand new device. I think if your product fails in under six months you should be entitled to a brand-new part anyway. 

---

So they actually sent you a working device?