Fitbit Inspire -Sleep Tracker not working after one week

[KaWojo]

Purchased Fitbit Inspire at Sports Chek on May 11, 2019.   Sleep tracking not working after one week. I bought it specifically for this feature and to track my steps. I have tried rebooting it several times.  I took it back to Sports Chek and was told there is nothing they can do. Very poor Customer Service, perhaps you may want to reconsider having them sell your product.  

[YojanaFitbit]

Hi @KaWojo nice to see you here. Welcome to the Community Forums. 

Thanks for reporting the issues with your Inspire HR not tracking sleep. I really appreciate your feedback about our retailer, 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 what you share here.

You did a great job restarting your Fitbit, please confirm the rest of troubleshooting steps suggested in this post. 

Keep me posted on the resolution. 

[KaWojo]

My husband bought me a Fitbit Inspire for Mothers Day.  I didn't set it up for four or five days, then for the first week the sleep tracking function worked fine.  After one week it stopped. I went on the Fitbit website and read that other folks had similar problems and many times it was resolved by restarting it.  I tried it two or three times with no results. I think part of the problem is when the smilely face appears the device does not vibrate.  In fact the sleep track function does not appear on the device at all any longer.  I would like to return this product and get my money back.

[KaWojo]

So nothing!!!  

[YojanaFitbit]

Hi @KaWojo thanks for getting back and trying the suggested steps.  My apologies for the delay.

We’re aware of it and are working to identify a resolution as quickly as possible. We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track. 

If you prefer to return your Fitbit Inspire HR, you can go back to the store where it was purchased or I can request a case for you. Our team will be giving you more information about your warranty options. 

Please let us know if there's anything we can do to assist you in the meantime.

[KaWojo]

Hi,

This is further to your response: If you prefer to return your Fitbit Inspire HR, you can go back to the store where it was purchased or I can request a case for you. Our team will be giving you more information about your warranty options. 

1. My Fitbit is an Inspire not Inspire HR.

2. When I tried to return it to Sports Chek, they stated there was noting they could do for me, no replacement and no refund. ( Although, I am sure they did not pay Fitbit the price I paid them.)

So please request a case for me.  Thank you 

[YojanaFitbit]

Hello @KaWojo thanks for getting back and for the clarification of what Fitbit model you're using. Sorry for the delayed response.

I appreciate the time you've taken to share your feedback about this process. I've requested a case for you, our support team will be getting in touch with you shortly to give you more details about your warranty options. You can read more about refund options when purchasing a Fitbit product here: Return Policy and Warranty.

See you around.

[Nanci_not_y]

I had the same problem and followed the instructions posted on these boards with no success. I finally called the customer service number in a last ditch attempt before returning my Fitbit Inspire. The rep had me try all the things I'd already done and then opened up a support ticket. She instructed me to restart my fitbit right before I went to sleep and then wear the watch overnight. I was very skeptical because I had tried so many resets already. Amazingly the next morning my fitbit had tracked my sleep. It did so again last night and after a brief period (about 2 minutes) of the sleep screen being greyed out again this morning it's been working all day. Keeping my fingers crossed that tonight it will work again.

It's worth talking to customer service, they were responsive and seemed to have no problem taking the issue up the ladder to try to find a resolution.