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

[Cracker_Jak]

After discussing this on a couple of threads, armed with what I (as an Engineer) regard as firm unequivocal data I emailed Mr Parks yesterday and copied him the recent correspondence (and quite honestly the recent stalling emails) I was still receiving from Customer 'Support'. Last night they requested I followed a procedure on my iPhone which should have automatically created and emailed them a data log. Needless to say, this didn't work either so they sent me instructions and a link to an Apple page on how to turn my phone on and off - a little patronising to say the least!

So I lost it a bit I'm and asked them not to keep wasting my and their time and if a SW fix was not available to send me a new replacement with the latest firmware (22.55.2) as this was beginning to happen according to these Community pages. I copied this to all the three executives with a pleasant but exasperated cover email this morning so we'll see if I get any response when they get up!

I really cannot believe that after something like 2 months that:

1. They will not formally admit that there is an issue with the firmware (never mind with the cracking screens);

2. They will seemingly go to the expense of sending out multiple pebble replacements knowing full well that these will (currently) not work;

3. Have not come up with a SW patch.

Considering 2 and 3, I can only conclude that maybe a SW fix is not possible so they are willing to keep send out all the stock of old non-compatible pellets knowing that these cannot be fixed and are effectively scrap?

Given that the Charge 2 is now effectively obsolete being replaced by the Charge 3 and I guess no longer being manufactured, it may be that they simply do not have enough serviceable Charge 2 pellets in stock to satisfy the current returns demand never mind the future when I assume more will simply crack?

Worrying isn't it and certainly not what we should expect from the market leader and self proclaimed provider of the best fitness trackers in the business! I did consider upgrading to a Charge 3 as they did initially offer a 50% discount as an option (no seemingly withdrawn),  but having scanned that products Community pages, there are reports that Charge 3's screens have also randomly cracked and the it seems the more expensive smart watches screens are also very easily damaged. Putting accidental damage aside (which is still I think being inferred to the majority of us), its not really what you expect from devices that are designed to track vigorous outdoor exercise.

Lets hope they do the honourable thing and put a suitable recovery plan in place and tell us all about it - as I keep saying its a brilliant bit of kit when it works and I love it!

[SunsetRunner]

On 1/15/2019 (USA), I used the customer service chat option to "chat" with a customer service representative (CSR).  I was trying to determine if I should A) hang on to my current, 3rd refurbished FB C2 (as I explained earlier in this thread) or B) send this one back and get yet another one.

I'm sure the CSR was limited in how he could respond (I think they mostly have canned responses), but he did say that they are aware of the problem and are working on it.  He was not able to give a clear response as to whether the alleged forthcoming fix will make my current (3rd) refurb work or not, though.

When I asked if I should just keep the current one (that won't pair) and wait for the fix, he responded with "I would appreciate that," which I assume was just one of the canned responses available to the CSR to click, so ... I don't know.

I also don't really feel like going through their rote troubleshooting process again (including unpairing all other BT devices, which is bothersome), and then getting the label and packaging and sending another one back, and so on.  It's a bother.

[Sarahlouise31]

Hi, has anyone else had problems with a replacement Fitbit charge 2 mine arrived today and it won't pair with the 4 digit numbers. Now to be told there's some kind of software error😑?..Thank you 

[Lisa830]

Pretty cynical indeed. And very wrong. Not the fact that you got a working one, I am happy to hear that at least some of us get a solution. But the fact that they are only fixing it for the ones that email senior management or threaten further action - that is a really bad strategy. They should fix it for all of us. 

[Momma4Bear]

---

@Ellie163 wrote:

FWIW  I don’t think the non-functioning replacement will work any time soon. I was sent a functioning replacement which has a different number (22.55.2) after I threatened them with further action.  It seems to me that they do have the option to send out some that work or a brand-new one but they won’t unless you threaten further action or go higher up in the company. It all seems pretty cynical.

---

Agreed. When my husband emailed 3 of the top contacts he found via web search he got an email with return instructions, plus a prepaid label, for the defective pebbles. Once they receive those they will send out a brand new one still in retail packaging. 

[Sarahlouise31]

Hi did you manage to get your Fitbit up and running? My replacement came today and I have the same problem it just wont pair with the 4digit numbers. Thank you

[Sarahlouise31]

I agree I explained all this earlier I didn't even get to use my first Fitbit as that had issues they sent a replacement which still can't be used.. why have something that Doesn't work and is just sitting there, they couldn't give me an exact fix date so it could months.

[AlvaroFitbit]

@Gingerous @Samnhe3 @Momma4Bear @Sarahlouise31 sorry to hear that you are still having issues with setting up your devices. I would like to ask you to retry these suggestions: 

Go to your phone's bluetooth settings and remove all devices listed there. Restart your phone and restart your device. After this try syncing them. Also, if you are using an Android device, check that your app has the necessary permissions (settings > apps > Fitbit > permissions) and make sure bluetooth and location services (GPS) are on. Also give these instructions a try. 

@iamdusted @Momma4Bear @RkbCA @Samnhe3 @Dano78 @SunsetRunner  I've reached out to our support team who has confirmed that they will be getting in touch with you shortly to further assist you with getting back on track. They will be contacting you via email at the email address associated with your Community account, be on the lookout in your inbox for next instructions.

@Gingerous @Stoop @af_100 @LadyWest @Cracker_Jak @Sarahlouise31 @Lisa830 I see that you already have a support case with us, please continue working with our Support Team to reach a resolution to your inquiry. Keep me posted on how that goes.

[Craigps26]

It’s been 2 months so i have been patient. This is ridiculous
--
Craig Papajohn-Shaw

[Christine63]

Thank you for your message.

I am sorry, but it beggars belief that you are one again suggesting that there are steps I can take somehow with the set up of my phone or settings, that will make my replacement peddle work.  You have been telling me and many others that you are working on a solution.  It seems that your company executives are sending out new Charge 2's if they are contacted by e-mail. I have a faulty pebble that I want to return for refund but even your returns system does not operate correctly.  I await your response.  Regards

[ErickFitbit]

@Craigps26 @Christine63 I've reached out with our Support Team and they've confirmed that they will be getting in touch with you within the next 24-72 hours to provide you with an update. Please keep me updated on how that goes with our team as I am interested in making sure you reach a proper resolution.

[Gingerous]

@AlvaroFitbit this sort of "help" is really not very helpful.  We've all done these things. I've done everything you recommended several times over. As there have been NO updates to the Fitbit app since this began, I really can't see the use in doing it all again. Nothing whatsoever has changed.

I do have an open case with support, but there is no "working with them" taking place. They refuse to honor the warranty I paid for, and their only answer is the same boilerplate emails they've been sending to everyone over and over again.

Continuing to offer the same troubleshooting tips again and again without acknowledging the very real problem Fitbit has created is condescending and it's not going to do anything to make anyone any less angry. Treating everyone like a bunch of idiot children who can't follow instructions is not advisable. At this point, the best thing the company could do is own up to this issue publicly.

[ErickFitbit]

@Gingerous Sorry for the frustration you've experienced.

I've also reached out to our Support Team and reiterated that you've already tried the troubleshooting procedure outlined by @AlvaroFitbit in this thread. Our Support Team will be following up with you via email to reach a resolution with you. Please keep me informed when you do get that communication from them on how everything turns out. 

[Craigps26]

I quite agree all I want I a charge 2 that works. Apparently that is very
hard for Fitbit. Regards.

Moderator edit: removed personal information.

[af_100]

@AlvaroFitbit 

Yes I currently do have a case, I've went and sent back my replacment x3 again to hopefully get a working one this time. Let me tell ya @ 10.50 for shipping I won't be trying this to many more times without getting others involved.

[SunsetRunner]

---

@Cracker_Jak wrote:

Lets hope they do the honourable thing and put a suitable recovery plan in place and tell us all about it - as I keep saying its a brilliant bit of kit when it works and I love it!

---

Has anybody tried to change their IP address before setting up a replacement or syncing your existing C2? I tried both the old Charge 2 and the brand new replacement - they both work after I change my IP address either by switching from the home WiFi on the phone to the wireless provider data link, or by using a VPN on two Win 10 computers. Tried switching back and forth 3 times. Everything works with a VPN or a wireless carrier.

This sounds stupid but it seems that my IP address is blocked by fitbit.com or their cloud server (cloudflare.net?). It also explains why I was not getting a Dashboard in my Chrome and Firefox on a PC until I switched to Epic which is a good privacy browser that hides your IP address and uses its network of proxies.

Naturally, Fitbit blames my "weak" WiFi (which is good enough to feed two PCs with HD videos from Netflix and YouTube but apparently not good for Fitbit apps). 

[LadyWest]

@AlvaroFitbit

              "I see that you already have a support case with us, please continue working with our Support Team to reach a resolution to your inquiry. Keep me posted on how that goes."

Maybe Fitbit could send a new Charge 2 that would actually work. After doing all the troubleshooting, they are the ones who stated my original needed to be replaced, and assured me the replacement would work. Received the replacement, did all the troubleshooting again, and it didn't work, so.....return that replacement for a different replacement. Oops, the second one didn't work either. No sense doing all the troubleshooting again with this one as it doesn't work at all. No green lights, nothing, even after being on the charger overnight. 

My patience and confidence in Fitbit has been greatly tested at this point. If the Support Team wishes to contact me to resolve this issue, that would be great.

[gab_tz]

@SunsetRunner, had the replacements been discovered at all by any Bluetooth device, we would have been looking at solutions on a higher level. Without being able to establish basic communication with the device, you really can't do anything at this point.

[gab_tz]

An update from me: 

This is what happens when i choose to "Forget" my original Charge2I just received the retail Charge2 device and it is currently charging. 

FW version: 22.53.04, same as the replacements. The main difference is that it appears as a bluetooth device on my phone when i go to discovery mode by selecting 'pair new device' (my original Charge2 is still paired so until i choose to 'forget' it, it won't show up on this menu). 

For me this is a solid proof the issue is most likely hardware-related (could be a combo between some hardware module and the FW version as well but it's not solely the FW).

Later when it's charged i will make my first attempts at pairing it with the app (also, i still have some battery charge in my original battery-degraded tracker which i'm wearing and don't want it to interfere). 

UPDATE No.2: 

After fully charging the retail device i was able to pair it to my phone even with the old tracker in close proximity (Removed the old tracker from the app first).

After the successful pairing, an update to the latest fw was immediately available - 22.55.02 and i installed it without problems.

***

Apparently the method with which i was able to get this final replacement is frowned upon and most mentions of it were deleted by the moderators.

Well. We discussed it for 2 days before Fitbit deleted the posts and i really hope that made them realize they should finally actually start sending working replacements instead of continuing feeding people lies about the nature of the problems.

Good luck to all affected users, don't give up.

[af_100]

@AlvaroFitbit 

Quick update, I had a member of  Fitbit's Executive Relations Team contact me and is sending me a new charge 2 kit. Crossing fingers it works. Thank you