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Galaxy S10+ constantly loosing connection with Versa

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‎11-22-2019 09:15 - last edited on ‎11-25-2019 05:50 by Moderator Alum

‎11-22-2019 09:15 - last edited on ‎11-25-2019 05:50 by Moderator Alum

Raise your hand if you have a sync issue with your Fitbit?  

 

This morning, I chatted with someone in customer service regarding my sync issue.  You know, the one that we all have been struggling with lately?  During my chat, I told her that I had went through all of the trouble shooting ideas listed in the Help section.  She also gave me a new one to try, which ended up not working, as my phone settings were already set to how she was leading me to change them.   

 

Not until that point did she admit that Fitbit is aware of the sync issue, and that they are trying to fix the issue.  I certainly understand that technology sometimes take a while to resolve the issues that come up.  I get it.  What I do not understand is the lack of communication that there even is an issue.  I guarantee that you would get a lot more support from the community if you acknowledged the issue, and said that you were working on it, rather than trying to sweep it under the rug, and give us a long list of troubleshooting tips that don't work.  And that you KNOW don't work.  

 

It's frustrating.  And it doesn't lead to much trust with your customers.

 

And then, beyond not being able to help me with my issue, though nice and polite, all I was offered was a sorryboutcha, but there's nothing I can do to help you.  

 

Come on Fitbit.  You can do better than that.  

 

Moderator edit: Subject for clarity

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‎11-25-2019 05:47 - edited ‎11-25-2019 05:55

‎11-25-2019 05:47 - edited ‎11-25-2019 05:55

Nice to see that you're digging into the Forums @johannahooks, welcome.

 

Sorry you feel that way about your customer support experience. Thanks for the feedback, it's very important to us to have your thoughts in regards our product and your customer support interactions. Fitbit is always trying to provide great products and customer experience. I've checked with our team and we have reassigned your case for a deeply investigation. You will receive a follow up email soon. Please keep communication open with them, I'm sure they will do their best to keep assisting you.

 

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.

 

By the way, I’ve moved your post to the Versa Smartwatches  board to have a better chance to get the correct response for your inquiry.

 

Thank your for your understanding and let me know if you have questions about this.

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‎11-25-2019 08:48

‎11-25-2019 08:48

I'm with you on the syncing issue. I've been having problems with my Versa 2 and it's becoming incredibly frustrating. I'm glad I came to the forums before reaching out to customer support...it looks like they are well aware of the issue and just don't have an answer for us yet. I get it that things happen but the basic functionality of this device really hinges on its ability to communicate back and forth with my phone/the fitbit app. I hope they roll out an update soon enough.

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