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

[LadyWest]

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@LadyWest wrote:

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@Sarahlouise31 wrote:

I know its time consuming and frustrating I wouldn't give up though, I was going to after I had issues with my replacement but now there sending me a whole new kit there's hoping it all works well.  Good look with yours hope you get the solution your looking for. 

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You're right, it is frustrating and time consuming. I received this email from them just now:

      "Now regarding your Charge 2 set up issue, please confirm if you completed the steps from How do I set up my Fitbit device?

To set up your tracker please follow these steps:

1. Turn off Bluetooth on your phone; wait 10 seconds, and then turn it back on.
2. Try setting up your device again.
3. Turn your Fitbit device off and back on using the instructions in How do I restart my Fitbit device?
4. Try setting up your device again.
5. If you can't set up after a restart, reboot your phone or tablet (turn it off and then back on).
6. Try setting up your device again.
7. If you can't set up after the reboot, remove all other Fitbit devices from your account and from the list of connected Bluetooth devices on your phone or tablet.
8. Try setting up your device again.
9. If you can't set up after removing all other Fitbit devices, try uninstalling and reinstalling the Fitbit app.

Make sure there aren't other trackers nearby and your phone is not managing any other Bluetooth connections when you try to set up your tracker."

I'm sure that everyone who is having issues have done the above steps multiple times. I know I have.  Not to mention, the last replacement I received has no green lights even after being on the charger overnight. 

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Follow up

    "We appreciate all the troubleshooting you have done to resolve your replacement Charge 2 setup issue. We have great news for you!, we are glad to provide you with a replacement Charge 2 pebble.
Your replacement is now being processed."

*************************************************************************************** 

Please keep your fingers crossed that this replacement will finally work!

[Christine63]

Hi

It seems the only way for anyone to get a resolution to this problem is to email the top man, J Marshal in the US. He has a team who answer the messages who do have the authority to help.
It’s not the way to run customer services but they do seem to be helping at the moment
Fitbit support will only send out polite but useless replies
Good luck

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[TaraDactyl83]

Yeah, I got that e-mail and the most resent e-mail says to basically wait
while they are working on fixing it and to keep checking for app updates. I
wrote a whole check list for the troubleshooting because I got tired of
trying to Google it a million times during the troubleshooting processes.

[Millie616]

My app updated yesterday and still no change

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[AlvaroFitbit]

@Craigps26 @af_100 @SunsetRunner @LadyWest @gab_tz @Christine63 @SunsetRunner @e_nc @Sarahlouise31 @CJLoc @Gingerous @TaraDactyl83 @Millie616 @boris_o thank you all for your updates regarding this issue. If you are still having issues please do let our Support team know. I know this has been taking longer than anyone would wish but hopefully you will get a proper resolution. I have read on different threads that new replacements are working fine after the previous failed so I hope this is a good sign things are getting fixed. 

@af_100 @LadyWest let us know if the replacements you got worked for you.

I'll be around!

[SunsetRunner]

To be clear @AlvaroFitbit: my replacement fitbit (which so far working perfectly) is a brand new one, in a retail box, complete with strap and cable - just as if I'd ordered a brand new one.  I presume I received this because I emailed the person who mustn't be emailed.  I doubt I received it because of the ongoing efforts of the support team (I may be wrong).  I don't know if anyone who's only received a replacement "pebble" has ended up with a working version.

[boris_o]

Are you joking? I was refused to send the third replacement at all. Fitbit said that they are resolving a software issue. But in my case, my devices do not see Fitbit's Bluetooth. I put my opinion about Fitbit on Twitter (I wish everyone will do it). Twitter team reacted immediately, requested a lot of information from me, including a complete log. But the only result was to rate Fitbit Twitter team. The situation is still the same: no device, no money back for three weeks already, and no timeframe for getting a replacement or money back. 

[VicDWarsawIN]

I have received 5 replacements.  The first was seen and worked excerpt for the heart rate.  The next four wouldn't connect.  In my opinion, it's the magic version 22.53.04 that is the problem.  Actually this version is from memory and may be wrong.  Fitbit support has their hands tied but I'm sure have lost a lot of customers.  Every time I've talked to support, I gave them the version number.

If thisn't the correct version, would someone reply with correct one.  

Vic

[MrsKrijgsman]

After sending an email to the top of Fitbit I received a retail version with 22.53.04 software on it. It paired like a charm. It then updated and is working without a problem. I hope that there will be a solution for everyone else too.

[EarlB]

Received replacement and no luck pairing 

Multiple phones,multiple bluetooth on off, etc.

What is the email of the top person so I can get a new retail verssion?

[CJLoc]

I too received a brand new retail version which worked perfectly. It’s just the “replacement” ones they are sending people that don’t work, I guess.

-Claudine

[SunsetRunner]

What do you make of all this @AlvaroFitbit?  Seems like the brand new retail version replacements are working fine, and the replacement "pebbles" are not.  My assertion is still that the replacement "pebbles" are refurbished ones and something's gone wrong in the refurbishing process.  If this continues, it's going to harm Fitbit's reputation.

[Craigps26]

Agreed

Moderator edit: removed personal information

[LadyWest]

Mine is due to arrive tomorrow or the next  day. It too is a replacement pebble, my third.    

I will post results after it arrives.

If this one doesn't work, I will be requesting a new, in box, retail replacement.

Wish me luck!

[SunsetRunner]

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@Dano78 wrote:

It already has. I would no longer recommend Fitbit to friends as I have in the past. 

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Same here.  Prior to this episode, I've had to have a replacement strap, my wife has had a replacement strap, and my son has had a replacement unit.  Whereas Fitbit CS were good about those replacements (though they had no choice because the items were within warranty), this song and dance has put me right off.

[TaraDactyl83]

No, my second replacement does not work and I did contact support and they
did not offer me to return it for a working one and the app update has not
fixed pairing issues.

[Christine63]

It’s put me right off as well!
I have now received a working charge 2 but it wasn’t easy and it should be easy to sort out an order or a warranty claim
What happens when I have a problem again only knows

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[Sarahlouise31]

I finally received a whole new charge 2 (boxed) this had the 04 version where my pebble was 17 I think, there was no green lights working just wouldn't pair, after speaking to Fitbit they sent me a brand new retail version which worked straight away. I am happy I proceeded with this after nearly giving up thinking it wouldn't get sorted and be so time consuming I finally have a working Fitbit whhooo hoo, there is still faith for others who have had problems I hope everyone who's had/having issues get theirs sorted. Good luck guys!!

[clmcgowen]

At least you were told to send your replacement back.  All I got told was "we're working on the issue and let us know if there is anything else we can do".  And that was almost a month ago!

[aimeealex05]

I am having the same problem. My old Charge 2 won't receive any phone notifications and the screen is cracked. They sent me a replacement and it won't pair. They won't send me another replacement. They said to just wait and keep trying to pair it everyday until it magically works. I'm never buying anything from Fitbit again