Charge 3 keeps disconnecting

[___danbailey___]

Hi There

I just wanted to voice my frustrations and see if anyone has a temporary fix at least to my problem. 

To give some background, I was very excited when I was given my FitBit charge 3 as I was currently in training for my first half marathon and now could have a way to just view my pace and distance on my wrist rather than have to undo the bag that I run with and look at my phone. The watch worked amazingly and I did not have a single complaint. 

I used it on cycles & runs for months after that, really enjoying the watch. Sadly during the one big cycle race I enter every year my watch disconnected from my phone in the middle of the race and I lost all the data from the race, which to me was a big disappointment because you can't go redo this race again...

I contacted customer support and they said they were working on a fix, which I understand that sometimes things go wrong and that it would be fixed and after having such a good experience with the watch I was confident that it would be fixed. 4 months down the line from there someone else in my family bought a Charge 3 and also had problems with cycling, I also can now not use my watch on runs because it disconnects 30 seconds into the run and have now gone back to just using my phone. I contacted customer support and was helped very kindly by someone from FitBit and I did everything as asked on my phone and it looked like it would work. However next run was the same story. I just contacted customer support and was told 'the engineering team is looking into it'. However that is the same response I got 4 months ago...

I understand there's lots of different things to consider however to have my watch rendered useless for 4 months has led me to consider even possibly moving brands which I am disappointed to say as I really started off with such a good experience with Fitbit. Also that the watch is not even a year old is a pity and in my eyes a waste of money if I now have to go buy a new one after 10 months of having it.

Has anyone else experienced something similar and found an answer? Otherwise it's really a pity.

[LiliyaFitbit]

Welcome to the Fitbit Community, @___danbailey___.

Thank you for taking the time to share your thoughts and personal experience with your Fitbit Charge 3 and Customer Support. I understand how frustrating this is for you as you like the device and would like to continue enjoying the Fitbit experience and working on your goals. I am sure our Support team tried their best to help you resolve the issue with your device. Thank you so much for your feedback, we're constantly working on improving our devices and user experiences, and your comments are always welcome. I apologize for any disappointment. 

I recommend keeping your Fitbit app updated to the latest version as updates come with new features and bug fixes: How do I update the Fitbit app? For information about tracking workouts, see How do I track my workouts with my Fitbit device?

Let me know if you have any questions.