Simplified sleep details 3 nights in a row

[Sarrahhhlou]

I’ve tried fully charging my Fitbit, making sure it’s in the proper spot on wrist, right enough, clean, and I keep getting the simplified sleep schedule! I have this weird obsession with checking my sleep so I’m getting real bummed with the never ending boring version. Anyone else have this problem or have a solution??

[gdbtroutfit]

I can now provide even more information about how completely inadequate Fitbit support is on this issue.  I went though a series of Managers/Supervisors on a support call and learned the following.  Telephone Support "specialists" are provided with 'scripts' for various issues.  If the issue does not fall into the script, they have no additional technical resources to draw on.  In other words, Fitbit does not provide its front-line support personnel with any sort of technical escalation process.  This explains why they continue to ask the same questions and never get beyond them.  They have no mechanism to do so!  To prove the point, I had a Manager on the line who agreed that I had demonstrated that heart rate data was being collected despite the message being displayed in the sleep tile.  He candidly told me that his hands were tied because he had no access to Sr. Fitbit support engineers and if his scripts did not resolve the issue he was powerless.  It is very clear to me that the purpose of this "Support Organization" is to close cases, not solve them.  As someone who ran a large IT organization, I can assure you that this is a common method that managers use to show "good metrics".  Unfortunately, it leaves them totally blind to system issues that never get investigated because there is no way to escalate them.  I can tell you from experience that organizations that follow this path will ultimately fail!

[MarreFitbit]

Hey there @gdbtroutfit, thank you for the thorough feedback for the Fitbit environment, customer service and devices. This has not gone unnoticed and be sure that I will pass this along.

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on that feedback.

I understand that this is an important topic to the everyone in this thread as I understand you've invested in the Fitbit Family; we as any other company have policies to follow through.  While customer satisfaction remains our number one goal, the demands of running a global business require that we enforce our warranty consistently.   

[mjperry51]

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@MarreFitbit wrote:

Hey there @gdbtroutfit, thank you for the thorough feedback for the Fitbit environment, customer service and devices. This has not gone unnoticed and be sure that I will pass this along.

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on that feedback.

I understand that this is an important topic to the everyone in this thread as I understand you've invested in the Fitbit Family; we as any other company have policies to follow through.  While customer satisfaction remains our number one goal, the demands of running a global business require that we enforce our warranty consistently.   

Let me know if you have any questions, have a great day! 

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Congratulations, Marre -- you just made @gdbtroutfit 's point. Do you know what would satisfy your customers? You toss out the phrase "customer satisfaction" like the scripts of which he spoke. Your canned response indicates you didn't understand the point of his post.  An IT professional who has seen scenarios similar to his experience with Fitbit play out to the demise of the organization following that path. I have previously pointed out the dangers of Fitbit's continued intransigence with respect to the handling of the Sleep Stages issues publicly here in the forums, and the absolute lack of customer facing transparency regarding the situation. My business works with consumer brands; we can evaluate the health of a brand by watching its interaction with its customers. @gdbtroutfit has uncovered a Fitbit process issue;  he's done you a favor by letting you know you face a rough (and possibly fatal) outcome if something isn't changed.. And you reply with meaningless platitudes.

Your employer has hung you out to dry -- facing an unhappy customer base with absolutely no arrows in your quiver.

Being a forum Moderator is usually a thankless job -- been there, done that. I do hope @gdbtroutfit 's message gets to someone who can (and will) take advantage of it to the benefit of Fitbit and it's customers. . .

[gdbtroutfit]

Thank you @MarreFit for your response.  I'm afraid I don't understand what you mean by your statement: "enforce our warranty consistently".  I do however believe that your warranties and public announcements commit you to resolve known issues with your products and services.  I have never directly requested that my device (Charge 2) be replaced.  I have only insisted that functionality that has been announced (with great fanfare in the case of sleep stages) as available to Fitbit users be delivered as promised.  And I have refused to accept Fitbit's referencing the Android app message: "your tracker couldn't get a consistent heat rate reading while you slept" as an excuse for not (1) delivering the promised functionality and (2) refusing to escalate the issue further when I have proven this message to be just plain false by providing detailed recorded heart rate data for the period(s) in question (which Fitbit also has available to them).  It is almost comical to listen to your "support specialists" try to justify this message when they are in fact staring at the data that contradicts it!  Regarding your support model, there is nothing wrong with using low cost services for Level 1 support.  What I find inexcusable is the apparent complete lack of Level 2 and Level 3 support systems.  Not all support issues can be resolved by reading from a script as this issue clearly shows.  Please tell me what steps Fitbit is taking to resolve this issue.

[Mdubonnet]

I feel your pain. I’m dealing with the same thing with my Fitbit Alta hr. It was a gift and I’ve enjoyed using it. But the simplied sleep details started a couple weeks ago and doesn’t give me a score anymore. I’ve spent countless hours trying to find a resolution reading other people’s replies. So far nothing works.  

[CathyPBrown]

When I try the link 'here', I get access denied. I just deleted by app from my new phone and then reinstalled it. We shall see if that works. I get details some nights and then others -no go. Very frustrating as I am paying extra for those details - to check my breathing data, etc...