Update:
In response to my inquiry about something being wrong with their firmware, Fitbit customer support told me to "update the app" on my phone. I did, and it failed to resolve the problem.
Here is the rest of the email chain:
Me:
"Good morning,
I have tried the above suggestions and they failed to resolve the problem - my fitbit continues to restart itself several times a day. My suspicion is that the most recent firmware update is the source of the problem. When I do a factory reset, the watch works perfectly, until it downloads the most recent update, which is when the continual restarting issue begins again. This suggests that it's not a problem with the device itself, but rather your most recent update. It is also obvious that this is negatively impacting many fitbit customers; it is not difficult to find people with the exact same problem affecting relatively new devices on your community forums. Is there any possible way to prevent it from downloading any updates until you guys fix whatever is wrong with your updates?"
Fitbit's response:
"Thank you for double checking and taking into account the instructions provided before.
We really appreciate that your Fitbit App and Fitbit's Firmware version are up to date with no other updates available so far.
On the other hand, we can't pinpoint just what factors might have led to this. Fitbit products are made to last depending on its usage and environment. However, due to some factors that are beyond human control, materials that these Fitbit devices are made of also reach its limitations.
Let us know if you have any additional questions."
My response:
"There are indeed some things that are beyond human control, but this is not one of them. I know my firmware is up to date with Fitbit's current firmware, but I suspect the problem is a bug in Fitbit's current firmware, which is why I asked you how to prevent my device from downloading firmware updates, in the hopes that I might be able to do a factory reset and then prevent the device from downloading the problematic firmware update. That would allow me to continue to use the watch without the constant restarting. I don't doubt that the watch itself could last much longer than it has, because I haven't had problems with it until your most recent firmware update; however, I do doubt your company's commitment to your customers and your products, based on my brief, but very disappointing interaction with you. I'd also like to point out: if your product is indeed made to last, why do you abandon your customers after the one year warranty expires? That is not the hallmark of a lasting product. And further, this is clearly not an isolated problem with your product, which begs the question: why are you not actually dealing with it?"
Fitbit's response:
"Thank you for all your input.
As stated before, we do apologize for the inconveniences experienced with your Fitbit, however as the warranty has already expired we can't provide you with a different resolution. You can also check the warranty policies at https://www.fitbit.com/us/legal/returns-and-warranty. Also, we want to share with you that based on our experience, knowledge and as we have gone through all the troubleshooting possible to get your Fitbit going, there's no other troubleshooting that we know for you to try to get it working.
Again, we apologize for the inconveniences and appreciate your input and understanding.
In case you happen to have additional questions or concerns, don't hesitate in letting us know."
I'd like to point out that NO ACTUAL TROUBLESHOOTING WAS ATTEMPTED. The first response I got was "buy a new watch" and the second response I got was "make sure your app is up to date" and the final response was "sorry, we've tried everything... can't help you."
