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

[Christine63]

Hi

I have been advised that a new Charge 2 pebble is on its way to me as well

Here hoping!

Christine

[SunsetRunner]

Replacement fitbit arrived today.  Slightly surprised, but pleased, it was the full retail version - including strap and cable.  It paired immediately.  It then showed its firmware version which I wasn't quick enough to record - but it wasn't 22.53.04.  As others have experienced, it then did an update to version 22.55.2.  It's just finished charging so we'll see how it goes.  Whether I received a full retail version (rather than a replacement pebble) because I emailed the very senior bloke in CS whose name mustn't be mentioned, I'll let you surmise.

[Craigps26]

Let me know if it works

Moderator edit: removed personal information

[SunsetRunner]

Well, on a sample of 1 charge, it's working fine!  That took almost a month.

[e_nc]

Yeah, it sounds like anyone who emailed execs got retail versions.

[Sarahlouise31]

Yea possibly.  They are sending a whole new one out the last one was just a replacement. I hope I have luck with this one not sure if they deliver on a saturday? ?

[SunsetRunner]

Mine was sent from The Netherlands to the UK, 48hrs DHL.

[Sarahlouise31]

Yea mine the same only I havnt received it as of yet when was yours dispatched. Thanks


Sent from Samsung Mobile on O2

[SunsetRunner]

Mine was dispatched 2 days ago.

[LadyWest]

I am happy for those who have had this issue resolved. 

Wish I could be so lucky. Still no contact from anyone about mine not working. I have been having issues since November, have done all the troubleshooting multiple times, received 2 replacement pebbles that didn't work, and still do not have a solution. 

I don't feel I should have to email company executives in order to receive a new working product.

[SunsetRunner]

No-one should have to email company executives.  I did so as much to alert them to a widespread issue - I didn't expect anything to come of it.  TBH, not sure what your next course of action should be, but it's really frustrating.

[CJLoc]

I completely agree. I also told them that this was a widespread issue and
many, many people are experiencing the same problem. I referred them to
this thread in hopes that everyone would get the help they deserve. I hope
it helps.

[Gingerous]

They've finally agreed to let me send my replacement Charge 2 back for another one as well. Sounds like they've sorted out a plan for righting the ship. Here's hoping they send back a new one this time.

If you're still waiting and you've got an open ticket, I'd try pinging them again for an update on your case. 

[LadyWest]

I replied to the email they sent about the last pebble they sent to let them know it too is not functioning. Will wait to see if they respond. If not, I guess I just give up, which may indeed be what they want. I am so tired of it all! 

[TaraDactyl83]

I think there is an issue with the app and they are trying to figure it
out, which I think is why they have not given me the option to send back
2nd replacement for a 3rd because it would also not work. I'm trying to be
patient..... obviously there is an issue with the refurbished units and app
compatibility. Latest app update didn't resolve pairing issues with
replacement pebble.

[SunsetRunner]

There may indeed be an issue with the app but it works fine with the replacement (retail) fitbit I received today.  No update of the app required - but the first thing it did was update the fitbit firmware.

[Sarahlouise31]

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. 

[Millie616]

This has been a known issue for over a month. I rely on my fitbit for health insurance and my insurance is not increasing because I haven't had a tracker since before christmas. If it's not fixed my Monday I'm demanding my money back

[LadyWest]

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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. 

[boris_o]

Today I got my second replacement of Charge 2. The same result: it does not pair off with my phone. My phone does not see it as a bluetooth device at all. Called customer service. They do not want to send me another replacement because they think it is their software issue. No timeframe for a solution. I asked for a refund and was transferred to a manager. He told me that they refund only devices bought on their website. He refused to give me his name "for the security purposes". Just Pablo. So no working device, no replacement. What a "great" company. Pure rip-off. BTW, I bought my device only three months ago, already three weeks with all the replacements story. $122 under my cat's tail.