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

[Ellie163]

Yes!! At the third attempt. It came on Friday from the Netherlands.

Sent from my iPhone

[gab_tz]

Someone else also shared that they got a working device after a phone conversation (they didn't specify shouting but i'm guessing it they might have had to). It's so ridiculous it has to come to that -  my opinion is that support people are not to blame, they have to give us those stupid useless answers because they have been instructed to do so and it's not up to them to fix the problem - but it's them that take all the heat because the company is not making an effort here. Meanwhile it's infuriating for us users that we're being treated like idiots and finally we break down and shout.

I don't have the option to call them, not even live chat is available for me but I'm researching my options. 

Anyway, good for you 🙂 Nice to read a success story once in a while.

[TaraDactyl83]

I just got e-mailed back from support and she said they were aware of this
issue (replacement pairing issues) and were working to resolve it. So I'm
hopeful, so long as I don't have to spend all night troubleshooting a third
time.... I dread that, although I'm getting to be pro at it, so maybe next
time it won't take me hours to cover all the bases. Fingers crossed!

[CJLoc]

I spent an hour on the phone with Fitbit support this morning only to find out that this is a KNOWN problem with the replacement devices that have been sent out in the past few weeks.  They won't sync with the Fitbit app.  And guess what the solution is?  NOTHING.  Just have to sit around and wait until the app gets updated to fix this problem. They say even if they send a new replacement, it won't work because it's the app that needs to be fixed, not the device. Honestly - we may as well have thrown the money we spent on a Fitbit into the fire - because the device is completely worthless and there is no estimated time of fixing this.  I spoke with a rep and then a supervisor.  This is absolute garbage - I am totally turned off by Fitbit right now.  And they offer NOTHING for this inconvenience.  NOTHING.

[Ellie163]

I didn’t literally shout because I can’t call either. I just sent a very cross email and said I expected to have a working device by the end of the week or else. Lol. I logged on here especially to give you all some hope because I honestly didn’t expect the third one to work either. 

[Ellie163]

 That’s weird that mine worked then. If that’s the case presumably it means that all brand new charge 2s won’t work either? 

[Gingerous]

Here's a screenshot of their warranty page as of 01/13/2019. Feel free to download a copy for your records in case they decide to change it.

https://www.dropbox.com/s/4s5bk04ik5mk66s/screencapture-fitbit-legal-returns-and-warranty-2019-01-13...

[CJLoc]

They told me that it's not a problem with the new Charge 2's.  Just the replacement ones that they mailed out.  It makes no sense.  But if you watch for an update on the app, the next update should fix the problem.  I still think this sounds ludicrous, but that's what 2 people told me.

[Ellie163]

No the new ones are fine I checked on Amazon and people are very happy with what they had for Christmas.
I would have thought that they either need to very urgently issue an update for the replacements or if that’s not possible to send out new devices to everyone affected.
It doesn’t seem reasonable to keep people hanging on for months. I would have thought it contravenes consumer rights.
Anyway the third replacement they sent me is working so they obviously have a batch that are okay - somewhere!


Sent from my iPhone

[Craigps26]

This is why I got an apple watcu because I’m tired of fitbit’s crap and excuses. All I wanted was a charge 2 that worked. For the record my first replacement cane at the end of November and I’ve gotten three other replacements since then. If it’s true that it’s only the replacements aren’t working then I don’t why they just wouldn’t give me a new one from a box. FITBIT IS A SCAM

[Ellie163]

Absolutely they should’ve done. I was ready to go on social media on Amazon reviews etc and warn people off. It’s disgraceful. Tbh I’ve never known anything like it. Just astonished to finally have a part that works.

[AlexMayes]

I would be nice to think that FitBit were monitoring the forums and maybe had something to say as they seem to be hiding from this issue. Even if it was just an apology and a vague idea of when a fix is due??

[julie500]

For those who got second and third replacements, if they do find a
solution, you will have a few working fitbits! which leads me to believe,
they wouldn't allow that, so they must know their is no solution. I am
really mad, with being fobbed off

[Nagswoman]

Roger (my other half) got a working replacement Charge 2. Worked first time. My phone can see it. It is not 22 53 04.


Sent from my Samsung Galaxy smartphone.

[MrsKrijgsman]

unfortunately you won't.

I'm from the Netherlands and also received a replacement Charge 2 that won't pair.

But i need to send it back first to hear my "warranty option"

Which like last Monday is 50% of a new fitbit or a free replacement.

And after switching my bands to my new Charge 2 I noticed the bands were also damaged.

This is my 3rd set of bands in 1.5 years.

So i will be claiming them as well.

They might as well send me a completely new Fitbit 😛

[gab_tz]

@Nagswoman, what was the FW version?

[Stoop]

My latest reply from them. I’ve replied saying it’s not the app as my old cracked screen one pairs every time. I also told them it’s the same firmware that has the problem. 

“We appreciate you getting back to us.

Knowing how important it is for you to have a fully functional tracker, inspires us to work with you in order to solve any issues.

As you already know, what your experiencing with your tracker is a bug related to the Fitbit app and not any specific tracker. Therefore, in the same way that you are experiencing this issue right now, another user with a different tracker could also be experiencing it. As much as we would like to comply with your request, sending you replacement won't fix this issue since it is not related to the tracker. We understand that this might sound repetitive and that is not our intention. 

Furthermore, we'd like to let you know that if the replacement is a refurbished unit these are typically products that were returned to Fitbit unused for reasons such as wrong size and wrong color and are tested and determined to work and look like new, with limited wear and tear.

Again we appreciate you patience and understanding. Les, please to don't hesitate to email us back if you have questions.”

[MrsKrijgsman]

idiots. It's the software on the tracker that has a bug, not the app.

If it was they would have sent out an update of the app.

[Stoop]

They say each response is individual yet the last sentence mentions Les. Obviously a pre written standard reply where they forgot to change the name.

Do they think we are all stupid? I guess they do.

[Stoop]

It's basically the ones sent out that are all on the same firmware. None of them connect. Others on different firmware do - yet Fitbit say it's the app!