Dynamic HR Error in Exercise Modes

[ScottyDingo]

I am on my second Versa and have identified a problem with HR tracking while exercising. I raised this with Support and they did nothing about it.

While in Normal, Walk and Hike modes HR tracking is in error. I walk up Hills as a form of exercise and Jack my heart rate up as I do so. However, my Versa does not realistically track my effort via HR. The HR displayed gets up to about 110-120 and as I climb it falls progressively to about 90. This error in tracking only resolves when I top the hill and then the HR tracks upwards. While my Versa reports an HR of 90 my actual rate is 150.

Alternatively, when I use Workout Mode the HR tracks realistically up to 150.

This implies that automatic exercise tracking in Normal Mode and, Walk/Hike Modes are deficient.

It seems to me that this anomaly reflects a problem with device firmware/software and is something that should not exist in a mature product. I would like Fitbit to respond in an appropriate and measured way with a commitment to resolution of this issue. Instead of the platitudinous and worthless responses I have received from, so called, Support.

If Fitbit cannot provide appropriate support in such contexts why should I continue to use my Versa and not get a refund an go elsewhere?

[AlvaroFitbit]

@ScottyDingo It's great to see that you've visited the Fitbit Community! Sorry to hear that your heart rate isn't accurate while recording a hike or walk. Please try these suggestions to improve your heart rate reading on your Versa while exercising. You can also try restarting your Versa by doing the following:

1.- Press and hold the back (left) and bottom buttons until you see the Fitbit logo on the screen. This should take less than 10 seconds.
2.- Let go of the buttons.
3.- If your Fitbit watch doesn't work normally, use the instructions in How do I turn off my Fitbit device? to turn your watch off and on again. 

Let me know how it goes!

[ScottyDingo]

Thanks for responding. I've been through the recognised trouble shooting steps with Support and  got a replacement Versa, without luck.

Because HR works in Workout Mode it suggests to me a firmware/software issue. If you could explain why I am wrong or that Fitbit systems engineers  will be addressing this it would make me more confident in sticking with Fitbit Versa.

This error is also present when not using any exercise mode.

[rholas]

I have same error,  clockface HR very diffenet than workout HR  same time.

[ScottyDingo]

My error is on the display and the HR graph. 

[ScottyDingo]

My patience has expired. Given the only fair device performance and the lack of a solid commitment from Fitbit to ongoing improvement of the device, I returned my device for a full refund.

The maturity of wrist based HR technology is questionable.

The standard of customer support and lack of stated commitment to firmware/software improvement by Fitbit are both severely lacking.