Distance on GPS map doesn't match with exercise summary

[Andyn1970]

Hi all

Firstly love the Fitbit Versa does everything I need also the app is great.

BUT over the last couple of weeks the distance recorded by the app is way off. 

I use it connected to my Samsung Galaxy S9+ and its always been very accurate to a tenth of a mile or less. 

But on my last few runs of about 3.4 miles it can be a whole mile out, but just the distance the route it records is spot on but the mile points are in the wrong place for example it recorded 2.44 miles in 30.29.

My wife who also has a Versa connected to an IPhone recorded 3.43 miles in 30.30 this is correct and matches our pace of about 9.30/m

Prior to the last weeks it has always been almost exactly the same as my wife as we run together. 

I have Re started the Versa and the phone, I have cleared the data in the Fitbit app and I have also uninstalled the fitbit app. 

Same result its not always out the same, a couple of runs back it got to 2.89m on the same route. Then on Tuesday it was spot on. 

Any ideas it seems like a small thing but not having an accurate record of your work turns out to be extremely frustrating.

Anyone else had this? 

Moderator edit: updated subject for clarity

[Davie1888]

My next question  is how do I request a refund as it's no longer fit for purpose

[Jackos]

Its the complete lack if transparency and customer service that upsets me the most.  Fitbit are in an extremely competitive market, they have lost market share to cheaper competitors and Apple, they just given up and surrendered their independence to Google, a move that already has a lot of folks worried about what Google will do with their data, and the still show no interest in resolving a problem as critical as this within a reasonable timeframe.  I mean its a 150 quid piece of kit and it is not fit for purpose.  

I guess the rumours about them exiting the hardware market are true? Why else would they treat their customers like this?  

[Twillis1635]

Ha! Mine will be an early birthday present. To me.....from me.

Sent from my iPhone

[Twillis1635]

I’m with you. There are no new products coming that I know of and it makes sense that there won’t be anything on the horizon anytime soon with Google coming in.

Sent from my iPhone

[jessicalb34]

Yes yes yes @Twillis1635 !! Exactly my point as well!  I have had my watch since last Christmas, it worked absolutely perfectly until September. Now it's a piece of garbage. My 4 miles today clocked in at 3.6. Absolutely ridiculous. My pace is so all over the charts and it's frustrating to be on the trail with my friend who has the Apple watch and hers is perfect and ours both used to read the same.   If you're still in the get your money back phase, I would absolutely do that.. unfortunately for me I can't at this point. So I'm stuck with a crappy fitness watch that doesn't do much more than tell time. 

[SunsetRunner]

I have actually tried to get a refund but to no avail, since Fitbit claims that my phone is not a "fully supported device". So they want me to try the device with another phone that is on their special little list before they give me a refund. Rediculous.

(I have a OnePlus 6T. The 6 which came before that is supported, so they want me to acquire an older phone to test this out? Pure stupidity)

[Davie1888]

Well I requested refund info and basically I'm not getting one unless it's less than 45 days old and been bought directly from them so I've now gone back to Amazon. They also pointed me to their guarantee terms, basically software glitches arent covered so I've got no comeback despite the fact its useless and no longer does what it says it should. 

[Andyn1970]

OK I got another reply from Fitbit. 

They said that the smart track (auto detection) had started logging as well as my manual run causing a conflict.

So I have disabled all the auto detection settings. 

They also said there is a new update for the Android fitbit app. 

So just to be sure I have uninstalled the app then Re downloaded it from the play store. 

I also deleted the device before I did this and Re added it to the new install. 

It will be Friday before I can go out again but I will give it a go. 

[jessicalb34]

@Andyn1970 great!! Fingers crossed. Please keep us posted. 🙂

[RunHolmanRun]

New update yet the play store doesn't show this update. Sound BS to me. Also I have never used auto detection for runs, so I don't know how that could be the issue

[astiesi]

I read the "auto detection causing issues" theory before and did attempt to turn it off explicitly prior to a run about a month ago. I saw no difference. 

Now, I'm not saying don't try, as I was not as thorough in terms of removing the app/device and re-adding. Please let us know if any improvements resulted. Just wanted to share my experience.

[nicholasBhu]

Since the 3.9.1 update my run yesterday and walk today had accurate distances.  Will give it a few weeks though to see.  May just be randomly correct which it has been from time to time.

[astiesi]

Interesting, my first run yesterday with 3.9.1 continued to be off in the same exact manner as the last 2 months. Did you simply update the application or did you also clear application cache, clear data, or uninstall and reinstall? I ask because maybe there is something written that is causing the problem to persist, even post fix.

[RunHolmanRun]

Also if this solution works why they been banging bon about stride length?

[nicholasBhu]

I just did the update.  Have cleared the cache in the past and reinstalled but not this time.  I have a Charge 3 and Samsung Galaxy A70.  

[Jackos]

The 3.9.1 update was released last week, (1/11), most important updates changes seen to be to add support for their premium service. I updated my app as soon as the update was released but havent noticed any improvement. 

Will try clearing the cache, reinstalling etc before my next run to see if it helps. Not holding ny breath as I have tried all of the above in the past to no avail.

[Andyn1970]

I uninstalled the app then went to the play store and loaded it as a new app then sign in and set the Versa up. 

It is running v3.8(20243440) for the app. 

No idea if it will work but it will be Friday evening before I can test it.

[Jackos]

Educational to see the mods have time to remove lighthearted posts about cats and dogs but don't have time to share useful info.  

I've reinstalled the app and cleared the cache now, v3.9.1 (20243443), will test later in the week. 

[Andyn1970]

OK forget that it has just updated to V3.9.1 in the last minute. 

[nicholasBhu]

Back to not reporting distance correctly now so it didn't work.