Versa is counting WAY too many floors

[Adrienna27]

A few days ago my Versa, which I have been using for 11 months now, started wildly overcounting floors. This morning, for instance, it's only 11am and it claims I have 58 floors.  The actual count should be TWO.  I've searched the forums for answers and haven't found a solution.  It's not the weather -- this has been happening every day consistently for 4 or 5 days now -- and it's not unusual activity that could logically throw it off, like riding a motorcycle -- it's routine days around the house.  I've cleaned the back of the watch carefully, cleaned the altimeter port itself carefully, and rebooted repeatedly.  Nothing has changed the wildly erratic overcounts.  Does anyone have any more suggestions for how to fix this problem or will it need to be returned under warranty?

Stair count was totally accurate until a few days ago -- I'm certain of this because I routinely monitor my stair count.  Step count, distance, etc. still appear to be accurate despite the extreme inaccuracy of the stair count now.

[AlvaroFitbit]

@Adrienna27 A warm welcome to our Community!

Let me help you with your Versa is over counting floors and thank you for troubleshooting this issue. I have created a ticket so our Support team so they can further assist you via email.

Let me know how it goes.

[Adrienna27]

AlvaroFitbit, it is not going well at all.  I was hopeful when I read your message, and again when I got a response from Fitbit within 24 hours.  They said, "Since your Fitbit Versa is still counting floors even after doing some troubleshooting step, we will consult with this matter with our higher team. Once we receive their feedback, we will reach out to you as soon as possible."

Yesterday I realized it had been almost a week since my initial post, so I replied to that mail to ask if there was progress.  I got a response asking me to try the troubleshooting steps they had previously sent me. I replied pointing out that they hadn't SENT me any troubleshooting steps, and reiterated what troubleshooting I had done prior to contacting them.  Then I got another response asking me to update my app.  I updated the app, though I also pointed out that the app version has absolutely ZERO to do with the TRACKER ITSELF wildly miscounting floors. Of course the app shows too many floors because it gets its data from the tracker, which is wildly miscounting floors.

I just received the following insanely unhelpful response. It feels like every single time I reply to support I get a response back that is somehow even LESS helpful than the previous responses, and I don't think support is reading the history to even know what they're replying to, at this point.  (For the record, the correct stair count so far today is TWO.  I am aware that it says 23. That is the essence of the problem I am trying to get them to address -- my Versa is, as previously stated, wildly overcounting floors.)

----
Hi Dina,

We'll be glad to assist you with your Versa inaccurate floors count.

Upon checking our system, we confirmed that the last sync time of your Versa was 1 minute ago with 62% battery level.

We've also confirmed that the Versa already tracked 23 floors count.

We'll be happy explain how your tracker counts floors.

Your tracker detects floors using an altimeter, which is a sensor that calculates altitude change based on atmospheric pressure. Atmospheric pressure decreases with increasing elevation, so the tracker calculates elevation gain based on the reduction in atmospheric pressure. Your tracker registers a floor when it detects continuous motion combined with an elevation gain of about 10 feet.

Let us know if you have additional questions.

Sincerely,

Jeff H and the Fitbit Team

-------

So, that is where we stand. It seems like every single response gets me FARTHER from anyone understanding the actual issue, let alone addressing it.  If you can help get the support team back on track that would be greatly appreciated.  I need upper-level technical support, or possibly just a replacement device under warranty if there's nothing that can be done to fix the malfunctioning altimeter.

[Adrienna27 · Accepted solution]

Update: AlvaroFitbit, I don't know if you saw my previous post this afternoon and provided assistance, or if I just finally got upgraded to the correct level of tech support, but I just received notification that my malfunctioning Versa will be replaced under warranty.  Thank you, if that was your doing. 

[AlvaroFitbit]

@Adrienna27 thank you for the update and sorry for the delay in my reply. 

I let them know about your interaction here but they are the ones who make the decision. Still I am really happy to hear that you are getting a replacement and hopefully you will be back on track in no time.

I'll be around.

[dredin]

I was reading your post. Was there a way to fix the issue or did the Fitbit have to be replaced. Beginning in August, I have routinely received credit for 50+ flights of stairs and sometimes as many as 130+. I am defiantly not climbing nearly that many. Thanks for your help.

Moderator Edit: Formatting

[Adrienna27]

@dredin  We didn't find a way to fix the issue and Fitbit replaced the Versa under warranty. So far the replacement is counting floors correctly.

[dredin]

Thank you for your reply. How do I know if my Versa qualifies to be
replaced under warranty?

Diane

[ddstein1961]

I am experiencing the same issue.  Yesterday, my fitbit said that I climbed 112 floors, and I only had 7,496 steps!  I was working from home all day, and I only climbed one flight of stairs.  Today, it's reading at 60 floors, and I have not climbed any.

Please advise!  Thank you

[dredin]

I would love to help you but when the company responded to me, they said
that there was nothing they could do. Basically, it’s just broken.

[HelenaHyland]

This exact same issue is happening to me and I did notice it on and off and did hard restarts, checked for updates etc and on checking my stats in the app it has been since October 2020. What options do I have? 

[Unsatisfied095]

apparently the solution is replacement under warrenty

[JWood77]

If offered a replacement you are lucky. After doing everything they asked of me over several days the most I received was a "we are aware of the problem." No solution, no warranty, no sorry. Basically, we know but don't have a solution so live with it. Bye.

[Jwaki]

I have the exact problem at the moment... and seeing the problem has started 2 years ago, I find it insulting that the only answer they give is sucks to be you...

[ddstein1961]

I've given up on Fitbit. Every time I buy one, invest in hundreds of
dollars of accessories, it dies after about 13 months, always just after
the warranty expires. I bought an Apply Watch!

[HelenaHyland]

This seems to be the only option..... I am very disappointed as I have been loyal to Fitbit since my very first tracker and have stayed that way right up to the watch as I really like the app..... and I do use iPhone and iPad so an Apple Watch probably makes more sense 

[Framzan]

I have called in several times and I have done everything including a factory reset....same issue....some are getting replaced under warranty, others are not...not sure how they are choosing who gets a replacement and who doesn't. 

[Telemanr]

I’m disgusted.Same problem. Nonsense answers about how it counts floors. Yes we know all about altimeters but they kept insisting as if getting out of bed counting as 2 floors was somehow reasonable. Escalated up the chain. No offer of replacement. My previous  Fitbit eventually stopped holding a charge but it counted floors accurately. It’s obvious they have a problem. It’s obvious they aren’t able to solve it with a firmware update so they should be offering to replace it.

[Unsatisfied095]

Thanks. That may be their reason, why replace like for like if they have
not or can not fix the bug!

--
Nathan Karnes
Windsor, Connecticut

[FBCharge]

I’ve been having the same problem with my sense lately overcounting my floors...like 50-150 extra on average per day. What gets me the most is some of those times I’m seated at my desk at work when it adds like 30 floors in a couple hours. They told me via several email to try the same trouble shooting things and when that did not work did send me a replacement that I just received today. Hoping that solves the problem or at least helps. I’ve only had the new one setup for an hour or so and it already has given me one floor that I did not earn...hoping that doesn’t continue.