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Sales are dropping due new messaged displayed for paid clock faces

‎08-17-2021 08:57

‎08-17-2021 08:57

Hi Fitbit,

 

It looks like our sales are dropping since a new message was added in mobile apps, in clock faces details screens: "This clock requires payment and is managed by a third-party developer that is not endorsed by Fitbit. Proceed with caution".

 

Also, the default action is Cancel and many users believe that PROCEED button is disabled.

 

Since all faces, including free ones, are going through Fitbit review, before being published in the Gallery, why is this happening ?

 

Why it wasn't announced to the developers? It looks like a move to stop us from publishing clock faces and earn money from our work, since an official solution for accepting payments isn't available.

Best Answer
7 REPLIES 7

‎08-17-2021 12:48 - edited ‎08-17-2021 14:11

‎08-17-2021 12:48 - edited ‎08-17-2021 14:11

Also this message is badly translated in other languages, scaring customers even more.

 

Besides this message, it seems that the Fitbit support staff blame 3rd party developers for everything that's going wrong with the device. Watchface cannot install? It's the developer's fault. Watchface failed to download? Developer's fault. Watchface cannot uninstall? It's developer's fault. Device not starting after battery drain? You guessed it, also our fault. Device won't sync with phone? Sure, our fault. Companion gets unloaded and watchface can't access data? Again, our fault.

Come on guys, these are well known bugs from your iOS/Android apps, some of them are over 1 year old. Fix your bugs and stop blaming 3rd party developers for everything that is wrong with your platform.

 

All of these above give me the impression that you try to paint us in a bad light in front of customers. We're the bad guy, the reason customer's device is not perfect. We lock devices, we don't let users uninstall our faces, we are the "unlicensed" ones, so customers must proceed with caution. If we're unlicensed, then tell us what to do to become licensed.


Recently, I had a lady contacting me regarding an issue with her Fitbit. She contacted Fitbit support first, but they said it was the 3rd party developer's fault, who locked her device. Here's what happened: the lady configured her wallet and set a pin code for device. After a few hours, she forgot the pin code and contacted the Fitbit support asking how to remove the pin. Fitbit support said that the 3rd party watchface locked her device and put a pin. Come on guys, how can you say this kind of things???

 

And I'm not the only one that had these kind of messages, from people that first contacted Fitbit support and they blamed developers for every fault. Other devs I asked had recently same issues.

 

Also recently we started receiving new questions from customers: how to install? why I cannot install this face? why is the install button disabled etc. All of this due to the recent gallery design change, where the "Proceed" button looks like it's disabled. We were never notified about this change, so we can update our FAQ pages and instructions for users...

 

I don't know what you guys plan with the Fitbit OS because there is no communication from you. If you guys want to shut it down, at least communicate this with the developer community, after all these years when the community stood by you and built unique apps and faces, I think the community deserves a straight answer. If not, let's focus on building a better community and most important, fix those nasty bugs from the Fitbit app!

Best Answer

‎08-18-2021 03:00

‎08-18-2021 03:00

bump 👆

Best Answer

‎08-23-2021 08:27

‎08-23-2021 08:27

I agree with all of the above statements. If the payment provider used right now is not "endorsed" then which payment provider is? Please provide that information at least! So we as the developers can make a choice to support one, the other or both payment providers. I am getting ready to release my first paid clockface and would love to do the right thing.

Best Answer

‎08-25-2021 01:37

In response to mkostersitz

‎08-25-2021 01:37

The situation is hilarious since when we upload builds in GAM, we have the option to select the payment provider we use - K-Pay or Other - so how are we in a situation where K-Pay is not endorsed by Fitbit?

Best Answer

‎08-25-2021 01:51

In response to wristutilities

‎08-25-2021 01:51

:)))) just another stroke of "brilliance" from fitbit..

Best Answer

‎09-26-2021 18:57

In response to chris_starwf

‎09-26-2021 18:57

The irony is that most of my customer service calls result in me providing help on how to use a Fitbit watch: how to reconnect, how to restart, how to download the latest update when the app gets stuck, etc... As a 3rd party developer, I think we've all had our fair share of education on Fitbit idiosyncrasies.

 

Another irony is that part of my job has involved writing communication interfaces. I have seen every one of these "reboot to reconnect" problems before, and they are all very fixable.

 

I doubt any of us (developers) has ever communicated with the actual people who could fix these problems. This is unfortunate because these devices could be really much better and more stable than they are. And we, as a group have both the experience and the technical skill to provide the kind of feedback those people would need.

 

I will tell you that manufacturing managers are far less forgiving of devices that need to be rebooted every few days to keep them talking. On the other hand, with a fully implemented interface we have field devices that have been up, running and connected for years...

 

Personally, I restart my phone every few days or so when I notice my steps aren't updating on the app anymore. I don't know about you, but mine has never made it a week. Most of the non-developers I know who had Fitbits have given up on them and moved on to the iWatch. I talked to someone just this last week who had done about that very thing.

 

I don't know what the response to this is going to be, but I'm betting on silence.

That or something apologetic, acknowledging my concern while going nowhere.

 

I'm not going to be pulling my watch faces, I put a bit of time into them, but frankly the one I was planning next isn't likely to happen now. 

And, I'm not going to link to them, this isn't intended to be an ad, but do look them up if you are interested.

I think they are wonderful examples of what you can do with these watches, and I think they also show how serious I have been about making the best watch faces possible.

 

For the time being I am going to 'Proceed with caution'.

I think we are one more decision away from not being paid at all, and I for one don't have the luxury of not being paid for the work I do.

Best Answer

‎10-30-2021 18:14 - edited ‎10-30-2021 18:20

In response to morningReign

‎10-30-2021 18:14 - edited ‎10-30-2021 18:20

Yep...

 

Little to no money for these last month...

 

ezgif-7-c28d6b6b6300.png

 

 

https://gallery.fitbit.com/details/ee1197bb-24c5-43d0-8d68-3172ff819140 

 

 

 

 


ezgif-2-41c7410264c5.png

 

 

 

https://gallery.fitbit.com/details/bda6f514-3946-49ba-a4ed-75e8470ab034  

 

 

 

 

 

It's a shame, objectively I think they're really good, well designed, stable.

They've even been pretty good money makers.

Maybe Fitbit will buy them.

 

Anyway,... I originally got my first Fitbit watch because I wanted to lose weight and that has worked out (75 pounds), so truly not disappointed.

I do kind of wish this development thing had worked out better though.

 

Regards,

Best Answer