Versa 2 heart rate inaccuracies after the update

[Maddieduffield]

I updated my Versa 2 at the weekend and since then my heart rate has been inaccurate during workouts. I do hiit classes, and last week my average heart rate during these classes was normally around the 170 mark. It's now around the 120 mark. 

I've tried cleaning the back, fully charging and restarting the device - nothing has worked. I've only had the device since September, so it breaking after 4 months is ridiculous. 

Moderator Edit: Clarified subject

[KrisFarns]

Ugh thank goodness I'm not the only one who noticed this.

It is extremely frustrating!

[Juliusw1984]

I appreciate it. They will not even respond to me about a replacement. The
service rep just kept repeating his script as if everything was user error.
Imagine my surprise when so many people are having the same issue.

[SunsetRunner]

Yes, it took me almost 2 weeks of emailing back and forth before achieving anything. In the beginning the customer care indirectly implied that I might have some sort of a disease or consume alcohol and that's why the stats were so low. They also asked if I was wearing it properly with the original band (given that I had already stated I'd worn the watch the same way before the update when the HR was tracked correctly). I'm never installing any updates from now on..

[Clare2cb]

"After wearing my Fitbit product (charge, charge 2, versa, versa 2) non stop since 2-14-15 and many products purchased due to products failing with no good reason, I have Switched to Another brand! Fitbit has the easiest app to navigate for sync with fitness tracker. But I cant Believe being a loyal customer never helped me in 6 years! All the resets and taking care of my product and being on phone or emails with customer service never helped! 
I am learning The other product and it’s doing the job! Hope you fix YOUR PROBLEM Fitbit bc that UPDATE YOU issued is what caused this! "

Moderator Edit: Formatting

[Whishycat]

Hi Maria, have you read the 50 replies in this thread? The update has stuffed up the hr monitor.

Is anyone looking into this?

[MarreFitbit]

Hi everyone - We acknowledge the limitation we have on our part particularly on what you have experienced. We‘re taking into consideration your comments and sentiments with regards to our products and services.

We appreciate your feedback on your heart rate experience since updating your firmware, all of this information has been passed on to our team. As soon as we have further information, we will let you know. 

Please know that when a Fitbit devices is deemed defective we review eligibility using the one year warranty option. For our full warranty terms and conditions, see our Return Policy and Warranty.

Keep in mind that every case is completely different from the other's. For more information about the outcome of your case, please get in touch with our them again and or you can check our warranty policies for a better understanding of the information that they provided to you. 

[DenisaR2408]

I had the same issue with my Versa 2

they’ve send me another versa 2 and same heart rate issues. The next step was to upgrade to a sense which I did, but I have the same heart rate issues after years of using their devices with no problems.

on the 1st if march I got an e-mail response that they are aware of the issues and in 1-2 weeks they will release a new software update.

I called them back today and I spoke with a supervisor and all she did was to tell me that is the issue with me and the way I use it. They don’t have any official report on the heart rate issue. I pointed out to my complaints and to the amount of people complaining here and she said well there is no official report on this.

I asked her  how an official report is created and she did not give me an answer.

In relation with the software update they said they don’t know why her colleague told me this as they have no idea when a new release will happen.

I guess this is my end journey with fitbit 

very disappointing to be blamed for their issues. I even send them videos of me training and the way the heart rate changes.

in addition the Sense will track they you climbed floors though you did not leave your flat all day ... it’s that good

[Juliusw1984]

I've been waiting for my new one but after hear your reply, I am
sceptical. I have been using my basic Fitbit HR and it has been more
accurate. It's a shame really. If I still experience this issue once my
replacement arrives, I will more than likely just stop using Fitbit
altogether.

[DenisaR2408]

Hi Maria,
Are you sure the information was passed on?

i discussed on the phone with a supervisor and she said there is no official report so this is not acknowledged as an issue.

after several e-mails and videos she kept pointing out that I may be an issue, the way I use the device 

this is not ok ...

[Pjd1300]

---

@DenisaR2408 wrote:

...

after several e-mails and videos she kept pointing out that I may be an issue, the way I use the device 

...

---

I see a lot of people are reporting this response from customer support.  It's rather distressing that a company would put the onus of their product working properly on their customers - ESPECIALLY since the same product was being worn, arguably, the same way PRIOR to this update.   Are they trying to suggest that when the update came out we all started wearing our watches differently?  That would have been an impressive coordinated effort!!

[KrisFarns]

I have contacted Support TWICE about this issue.

The second time, they suggested a factory reset, which I did. It resolved the issue for a few days. 

Come to today, I did an intense cardio work-out and my watch stayed around 100bpm, dropping as low as 78bpm. My phone had my heart rate at 150ish when I checked.

The lack of Customer Support response to this is unacceptable. I have been using my watch the same way, with the same alcohol/caffeine intake for years with no issues. It's clearly a defect with the device/firmware. 

[Juliusw1984]

That is what I keep telling customer support but all I get is a scripted
response that is insulting and a waste of time.

[notasfastorfit]

The graphs clearly show a heart beat if 120 plus which drops immediately to 70 and after several minutes returned to 120 while I'm rowing. My original versa never had this problem. The watch is going back cos the only thing but seems to do well is tell the time,

[DenisaR2408]

Probably this is my last fitbit product

did you contacted fitbit to tell them the issue?

as they said to be this is not an official issue, so I am wondering am I the only one complaining? 

[DenisaR2408]

So I don’t get if so many people are complaining and are doing it so through their customer service how come no one is doing anything and they say it’s not an official issue??

[Juliusw1984]

Everyone has issued formal complaints. They are just not acknowledging it
and giving consumers the run around.

[KrisFarns]

I am frustrated too, but just remember that even if the watch isn't tracking it, your HR is what it is, and you're still getting the same benefits from the workout. 

The watch is just validation. 

[Kristinwh0]

Yes! Exact same issue. Boxing HIIT workouts are dramatically decreased, which from reading I know is a preexisting problem, but even when doing weights the reading is off, likewise when I’m going a walk! This wouldn’t be as much of a problem if it wasn’t for the fact that ‘active minutes’ are directly tied to heart rate - so the majority of my workouts are in ‘below zones’ when before they were not!! It’s not accurate at all. 

[Kristinwh0]

I’ve tried all the things listed on your link and spoken to customer support who directed me to this forum. It’s been 2 months and still no change. 

relatedly, I do think the ‘active minutes’ feature needs reconsidering. Labelling workouts as ‘below’ standard is so negative and demoralising. It’s also pointless particularly for things like yoga when you specifically aim for a low heart rate. When the heart rate monitor is inaccurate, increasing its influence on your stats through ‘active workouts’ is so frustrating. 

[DenisaR2408]

I know, but I paid for a fitness tracker not a good looking watch

the device should do what it is supposed to do

Every time I am in the phone with a customer representative I am getting different messages 

yesterday they did not acknowledge the issues 

today there is a team looking into this 

today there is even a software update that is gradually going out 

appalling customer care