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Heart Rate Monitor Fix

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‎06-22-2021 17:55

‎06-22-2021 17:55

As have many here on the forums, I recently updated my Fitbit Versa2 to 35.72.1.9, and my Heart Rate monitor stopped working.

I have tried everything listed on these forms:

- reset the watch, checked the setting was on, the green lights are off, turned on/off bluetooth, etc.

I called fitbit support just to see if I could get them to tell me if they are working on this issue. I'm an engineer, I know they can't guarantee a timeline for a fix, but they certainly should be able to say if it's in their list of trouble reports that they are working! She of course said she didn't have that info, but could log my concern and send it on. So I asked if whomever she sent it to could get back to me, and she said no, they don't do that. They couldn't get back to me. The only thing she could do is factory reset it with me and if that didn't work, it would go to the warranty department. When I asked to talk to a supervisor, she went and got one after 5min they connected to me for 2 minutes, I never got audio, and the call dropped. They never called back.

 

What crappy canned response is this??? When I worked at Bose, customer service had direct contact with the engineering teams, and could tell customers if issues were known, being worked, or new, and often the engineers would reach out directly to customers with super tricky issues.

I've been a fitbit customer since the Zip! I had 5 of them (support was so good that they mailed me new ones even when it was out if warranty!). I'm giving it a month while I research other products. If they cannot confirm the issue is being worked on I'm out. Keep your 35% discount and I'll go find some company that cares.

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‎06-23-2021 00:10

‎06-23-2021 00:10

Well, in this thread where they announced the firmware mess release, the last comment says they were passing the "feedback" to the team, whatever that means. Hopefully they are working in a quick solution, but it has been ~5 months already since this started.

 

I just wanted to say that if you receive a replacement, don't update the firmware and use it with the ooooold version it has... That's what I did, and it improved my experience (until 2 weeks ago, that for some reason it also started to drop the HR).

 

And lastly, I just want to agree with you that this customer service is the worst I've ever experienced... The whole issue looks like a joke.

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‎06-23-2021 00:11

‎06-23-2021 00:11

I'm facing the exact same problem where the green light for the heart rate monitor just stopped working out of the blue, everything else was working just fine.  I called Fitbit customer support and they got me to reset to factory settings and now nothing works and the guy told me it's at the 'end of its life' and they can't do anything. So frustrating, it was expensive for me to buy this one and now this is so fragile that it stopped working completely!! 

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