I spent a few hours on the phone with Fitbit trying to troubleshoot some issues, none of which were solved. I was surprised when the supervisor told me that the fitbit devices aren't compatible with iOS13. I was even more shocked when she proceeded to explain!
The supervisor told me that the software on the devices themselves (versa, ionic, inspire, to name a few) is not compatible with ios13.
It gets better! I asked about the Fitbit device compatibility checker and why it says it works on ios 12 and above. I then asked if 13 was above 12 and how she could say 13 wasn't compatible when the website says it should be. She told me that the website is out of date and needs to be updated!
I asked why the iphone 11 was on the list of compatible devices since it was only released with ios 13. She told me that the fitbit is compatible with the iphone 11 device, but not ios13 its running. I asked her how she could tell when it only came with ios13. She told me that apple provided them with iphone 11's that were running ios12! I couldn't believe what i heard! I then told her its crazy that apple would provide Fitbit with that combination, but refuse to allow them work with Apple Health!
During the troubleshooting stage the supervisor told me my app was severely outdated! I'm currently running 3.20.1 which was released 3 days ago. She was telling me that Fitbit was currently on 3.40!
App updates only fix bluetooth syncing issues!
Fitbit warranty. Standard warranty seems to be that after they run through the troubleshooting steps and your device is out of warranty you get 25% off a new tracker or 40% off a versa with colors. I asked what good is the discount if the trackers don't work with ios at which point i was told to switch to android. I told her i was more likely to switch trackers than phones
Fitbit customer service is updated weekly sometimes daily on issues that are fixed and are able to reference some sort of report so they already know the expected outcome of your call.
Tracking exercises is still an issue that their engineering department is trying to fix.
The supervisor repeatedly stated that the ios app is fine and their are no issues with the app. The issue is that the device (versa ionic) software is not compatible with ios13 software.
The supervisor also stated that all fitbit devices are the same and because of that they all use the same firmware and that one update will be applied to all the trackers. I tried to clarify because different devices would presumably use different firmware, but i don't work for fitbit.
@KateFitbit I'm inclined to believe about half of what i was told by the supervisor, but i'm hoping that maybe you could help clarify a lot of the issues. If need be i can attach an email i received from "the supervisor" regarding the issue. Should i just believe everything she said? She is a supervisor within fitbit so she has to be right...right?
