Inspire 2 isn't tracking my calories burned accurately

[stevew46]

Hi all,

Just started the standard "january get fit" thing that we all do and Ive got an inspire 2. So far so good however Ive noticed my calorie count is a bit erratic, for example I can do a 15-20 minute walk and yet burn more than doing a 20 min intense swim which is odd don't you think ?

I did have a quick look at various posts and someone suggested that there is a setting to change on the dashboard for "estimated calories" but I cant seem to find it 

Any advice ?

Cheers

Steve

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @stevew46. Welcome to the Community Forums. Thanks for the details provided in your post about the inconvenience with your calories burned. 

As you've seen in other posts, I'd check your personal information to see if your weight and height are properly set, it may worth the try. To update your profile, see How do I change the units of measurement in my Fitbit account?

Fitbit devices combine your basal metabolic rate (BMR)—the rate at which you burn calories at rest to maintain vital body functions (including breathing, blood circulation, and heartbeat)—and your activity data to estimate your calories burned. 

Your BMR is based on the physical data you entered in to your Fitbit account (height, weight, sex, and age) and accounts for at least half the calories you burn in a day.

Hope that helps. 

[stevew46]

Hello MarreFitbit

Thankyou for replying to my post however I am sorry to say I am not convinced.

The comment about BMR seems to be a very common response amongst various threads I have read on the various forums. With regards to checking my weight and height are set, yes I have done this twice now after speaking with one of your colleague via online chat.

I know the fitbit "guesses" calories burned but im keen to understand how a 26 minute walk can burn 274 calories and yet a 20 minute intense swim only burns 126 calories - surely swimming burns more ??

Please advise

[MarreFitbit]

@stevew46 I understand where your concern is coming from. 

I've seen you contacted our Support Team already and they've assisted you with this matter. If you still need help, please feel free to contact our team back so they can continue helping you. 

See you around. 

[stevew46]

Hi MarreFitBit

Thankyou for your email but my question still hasn't been answered, your comment "See you around" suggests you cannot help me any further ?

I did contact the support team, but all they advised was to uninstall and reinstall. From reading various posts it looks to me like there is an issue with these devices and this needs correcting and people need to be advised before parting with their money

Can you please advise where I can escalate my issue to your complaints department or what social media platforms you use to see if anything else can be advised

Thankyou

[stevew46]

Hi all,

Does anyone have a link to the complaints department? I've experienced issues with my device and initially was offered some support however the advice given left a bit to be desired. I've since tried contacting the support team a few times to get more details but have subsequently been ignored completely 

I'm at the point where i'm contemplating leaving a negative review on the likes of Trust Pilot etc as frankly I am very disappointed with the level of support. It seems they are happy to take our money but not happy to help fully and just supply generic answers to issues of which from what I can see many others are experiencing.

Many thanks 

[Odyssey13]

Hi @stevew46  there is no complaints department, so you might want to try support again, as it's all that is provided. https://myhelp.fitbit.com/s/support?language=en_US  I've asked for a moderator to stop by to assist you. As for the comment "See you around." from @MarreFitbit , I'm sure that was just a polite way to end their post and no slight was intended. Fitbit Moderators work to keep the forums organized and help with a variety of things from what I've seen. Sorry you're having problems. 

[stevew46]

Thanks for the quick reply as I've been waiting for a while however it does concern me there is nowhere to take my complaint to. How else are people meant to get issues resolved to a level of satisfaction which would in turn encourage they continue using your product and perhaps encourage others to purchase them too ?

I don't want to talk to a support team again, all they did was advise me to remove the device from the app and resynch it which is effectively the same as turning it off and on again. A waste of time.

I'm now left with no decision but to discontinue using the device as it's not up to standard and isn't performing to the expectation that was sold to me when I purchased. I personally think its very bad form that I am unable to get my issues addressed properly and either compensated or supplied with an alternative.

[AndreaFitbit]

Thanks for getting back to us and for your question @stevew46. As @Odyssey13 mentioned, Fitbit doesn't have a Complaint department. 

You can post your concern on our Social Media channels but they will redirect you to our Support Team. How do you wear your  Fitbit while exercising? Where did you find the estimated calories information?

Keep on visiting the forums.

[stevew46]

Hi @AndreaFitbit 

Thankyou you for the email. I wear my fitbit on my wrist....and the calories counted estimate is on the display and on the app online....

Judging by the amount of negative feedback I have read its of no surprise there isn't a complaints department. There is simply no point in pursuing this conversation as I am  getting nowhere so whilst I appreciate your response I shall not be using this product anymore nor will I buy again.

Moderator edit: format. 

[AndreaFitbit]

Thanks for getting back to us and for your feedback @stevew46. 

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 what you share here.

[stevew46]

Hi @AndreaFitbit 

Thankyou for the reply.

Whilst this isn't your fault or problem and you are only doing your job I have to be honest and say that all that has been achieved is a customer has been left extremely disappointed with the product. I thought it was standard practice when buying any goods to be able to escalate when an issue arises yet all that has happened is I've been given friendly emails saying "try this" and "try that" and "sorry" with no actual proper support or a channel to escalate for looking to get a refund on a product that simply does not do what it is says it will. I am now left out of pocket with a device of which doesn't basically work properly

Needless to say I am now forced to share this experience with others as frankly I think it is very bad form on the companies part - as a consumer I feel my issues haven't been addressed accordingly and therefore will never purchase anything from them again 

Thankyou for making the effort to reply, its a pity this couldn't have been resolved.

[AndreaFitbit]

Thanks for getting back to us and for your feedback @stevew46.

After checking your case I noticed that you were advised to contact again if the advised steps didn´t work. The best way to get help for this problem is to chat with us online or give us a call. Our team can explain which steps you can follow in order to resolve this. Click here to get connected.

You can also check our Limited Product Warranty.